Return & Cancellation Policy

Our Cancellation and Refund Policy

This Return and Cancellation Policy outlines the terms and conditions for cancelling class registrations and requesting refunds at Xarlenoxghik. This policy is designed to be fair and reasonable while complying with New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993, you have certain rights when purchasing services in New Zealand. If our services fail to meet the guarantees of acceptable quality, fitness for purpose, or match their description, you may be entitled to a remedy, which may include a refund, replacement, or compensation.

This policy does not limit your rights under the Consumer Guarantees Act 1993 or any other rights that cannot be excluded by law.

Class Cancellations by Students

We understand that circumstances can change, and we aim to be flexible and understanding. If you need to cancel your class registration, please contact us as soon as possible using the contact details provided below.

To ensure fairness to all students and to manage our class capacity effectively, the following cancellation terms apply:

Regular Classes and Courses

• More than 14 days before class start date: Full refund available, less a 5% administration fee (minimum $10 NZD)
• 8-14 days before class start date: 75% refund or full credit toward future classes (your choice)
• 4-7 days before class start date: 50% refund or full credit toward future classes (your choice)
• 1-3 days before class start date: Full credit toward future classes only (no cash refund)
• On the day of class or no-show: No refund or credit available, except in exceptional circumstances (e.g., medical emergency with documentation)

Workshops and Special Events

Due to limited spaces and special preparation requirements, workshop cancellations follow these terms:

• More than 21 days before workshop: Full refund available, less a 5% administration fee
• 14-21 days before workshop: 75% refund or full credit toward future workshops
• 7-13 days before workshop: 50% refund or full credit toward future workshops
• Less than 7 days before workshop: Full credit toward future workshops only (no cash refund)
• No-show: No refund or credit available

Multi-Session Courses

For courses spanning multiple sessions:

• If you cancel before the course begins, the standard cancellation policy above applies
• If you cancel after the course has started, you may be eligible for a partial refund or credit based on the number of sessions remaining, less any materials or resources already provided
• Refunds for partially completed courses are calculated on a pro-rata basis

Studio Cancellations by Xarlenoxghik

In the rare event that we need to cancel a class or workshop due to unforeseen circumstances (e.g., instructor illness, extreme weather, government restrictions, or other circumstances beyond our control), you will be entitled to:

• A full refund of all fees paid, or
• The option to reschedule to another available class or workshop, or
• A full credit toward any future classes or workshops

We will notify you as soon as possible if we need to cancel a class. We will make every effort to provide at least 24 hours' notice, except in emergency situations.

Processing Refunds

Refunds will be processed using the same method as the original payment (e.g., bank transfer, credit card). If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

Please allow the following timeframes for refunds to be processed:

• Credit card payments: 5-10 business days for the refund to appear in your account
• Bank transfers: 3-5 business days
• Other payment methods: As agreed at the time of refund request

Refunds will be processed in New Zealand Dollars (NZD). If you paid in a different currency, the refund will be converted at the exchange rate applicable at the time of refund, and any currency conversion fees may apply.

Credit Notes and Future Class Credits

If you choose to receive a credit instead of a refund, the credit will be valid for 12 months from the date of issue. Credits can be used toward any classes, workshops, or services offered by Xarlenoxghik.

Credits are non-transferable and cannot be exchanged for cash. If you do not use your credit within the 12-month validity period, it will expire and cannot be extended or refunded.

Special Circumstances

We understand that sometimes exceptional circumstances arise. If you need to cancel due to:

• Medical emergency or serious illness (with medical documentation)
• Bereavement or family emergency
• Other exceptional circumstances beyond your control

Please contact us as soon as possible, and we will review your situation on a case-by-case basis. We may be able to offer more flexible cancellation terms or a full refund, depending on the circumstances.

Transferring Your Booking

If you cannot attend a class but would like to transfer your booking to another person, please contact us at least 48 hours before the class. Transfers are subject to availability and may incur a small administration fee.

Transfers to a different class date or time are also possible, subject to availability and our standard cancellation terms if the transfer is requested close to the class date.

Gift Vouchers and Gift Certificates

Gift vouchers and gift certificates are non-refundable but can be transferred to another person. Gift vouchers are valid for 12 months from the date of purchase unless otherwise stated. If a class booked with a gift voucher is cancelled by us, you will receive a replacement voucher or full refund.

Disputes and Complaints

If you are not satisfied with our cancellation or refund decision, please contact us to discuss your concerns. We are committed to resolving disputes fairly and in good faith.

If we cannot resolve a dispute, you may be entitled to seek resolution through:

• The Disputes Tribunal (for claims up to $30,000 NZD)
• Consumer Protection services
• Alternative dispute resolution services

Contact Us

To request a cancellation or refund, or if you have questions about this policy, please contact us:

Xarlenoxghik
33 Drake Street, CBD
Auckland 1010, New Zealand
Phone: +64 22 111 5149
Email: privacy@xarlenoxghik.world

Please include the following information in your cancellation or refund request:

• Your name and contact details
• The class or workshop name and date
• Your booking reference number (if applicable)
• The reason for cancellation
• Whether you prefer a refund or credit

For consumer rights information in New Zealand, you can contact:

Consumer Protection (Ministry of Business, Innovation and Employment)
Phone: 0800 943 600
Website: www.consumerprotection.govt.nz

Last updated: January 2026