1. Overview
Sproutclearing is committed to fair and transparent refund practices. This policy applies to all paid services and products purchased directly through our website or by direct arrangement with our team. It should be read alongside our Terms of Use and applicable New Zealand consumer protection legislation, including the Consumer Guarantees Act 1993 (CGA).
Business details: Sproutclearing, 2 Plimmer Steps, Wellington Central, Wellington 6011, New Zealand. Email: hello@sproutclearing.world. Phone: +64 4 471 1404.
2. Consumer Rights Under New Zealand Law
If you are a consumer purchasing services or products for personal household use, the Consumer Guarantees Act 1993 may provide you with statutory guarantees that services are carried out with reasonable care and skill, are fit for purpose, and are completed within a reasonable time. Products must be of acceptable quality and match their description.
Where our services fail to meet these guarantees, you may be entitled to a remedy including repair, replacement, or refund. This policy does not limit your rights under the CGA or other mandatory consumer protection laws.
3. Consulting and Guidance Sessions
3.1 Cancellation by Client
If you cancel a scheduled consulting session at least 48 hours before the agreed start time, you are entitled to a full refund of any prepaid session fee, or the option to reschedule at no additional cost.
Cancellations made less than 48 hours before the scheduled session may incur a cancellation fee of up to 50% of the session cost, reflecting preparation time allocated to your booking. Cancellations made less than 24 hours before the session, or non-attendance without prior notice, are generally non-refundable unless exceptional circumstances apply.
3.2 Cancellation by Sproutclearing
If we cancel a session due to unforeseen circumstances, you will receive a full refund or the option to reschedule at your convenience. We will provide as much advance notice as practicable.
3.3 Dissatisfaction With Session Content
If you believe a consulting session did not address the agreed scope of meal organisation guidance, contact us within 7 days of the session with specific details. We will review your concern and, where the service did not meet the agreed description, may offer a partial refund, a complimentary follow-up session, or another appropriate remedy. We do not provide refunds based on dissatisfaction with general informational outcomes, as individual results vary and we make no outcome guarantees.
4. Personalised Planning Documents
Personalised meal organisation plans are prepared based on information you provide about your household schedule and preferences. Due to the customised nature of these documents:
- Refund requests must be submitted within 7 days of document delivery
- Full refunds are available if the document has not been accessed or downloaded
- Partial refunds may be considered if the document materially differs from the agreed scope described in your purchase confirmation
- Refunds are not available once a plan has been substantially used or implemented, except where required by the Consumer Guarantees Act
We may offer revisions to address factual errors or scope discrepancies before processing a refund request.
5. Educational Products
Educational guides, templates, and digital reference materials sold by Sproutclearing are subject to the following refund terms:
- Digital products: Refund requests within 14 days of purchase if the product has not been downloaded or accessed
- Physical products: Refund requests within 14 days of receipt, provided items are returned in original condition
- Products that materially differ from their published description are eligible for a full refund regardless of access status, upon verification
Shipping costs for returned physical products are the responsibility of the customer unless the return is due to our error or a product defect.
6. Programs and Challenges
Multi-week educational programs and meal organisation challenges have structured delivery schedules. Refund eligibility depends on program progress:
- Before program start date: Full refund available upon written request
- Within the first 7 days of program commencement: Partial refund of up to 75% of the program fee
- After 7 days of program commencement: Refunds are generally not available, except where required by law or where we fail to deliver agreed program content
Program materials accessed during the refund-eligible period may affect the refund amount. We will calculate any partial refund fairly based on content delivered versus total program scope.
7. Non-Refundable Items
The following are generally not eligible for refunds except where required by mandatory consumer protection law:
- Services fully delivered in accordance with the agreed scope and description
- Digital products accessed or downloaded beyond the refund window
- Third-party fees or charges not collected directly by Sproutclearing
- Purchases made through unauthorised resellers or third-party platforms
8. How to Request a Refund
To request a refund, contact us with the following information:
- Your full name and email address used at purchase
- Order or booking reference number, if available
- Date of purchase or scheduled service
- Description of the product or service purchased
- Reason for the refund request with relevant details
Submit refund requests to hello@sproutclearing.world or by post to our Wellington address. We aim to acknowledge refund requests within 2 business days and provide a decision within 10 business days.
9. Refund Processing
Approved refunds are processed using the original payment method where possible. Processing times vary by payment provider but typically take 5 to 10 business days after approval. If the original payment method is unavailable, we will arrange an alternative refund method in consultation with you.
Partial refunds will be calculated transparently, with a written explanation of the amount and reasoning provided before processing.
10. Chargebacks
If you initiate a chargeback or payment dispute with your bank or card issuer, we will provide relevant transaction documentation to the payment processor. We encourage you to contact us directly before initiating a chargeback, as we are often able to resolve concerns more quickly through direct communication.
11. Exceptions and Special Circumstances
We recognise that exceptional circumstances — such as serious illness, bereavement, or natural disasters — may prevent you from attending scheduled services or using purchased products within standard refund windows. Contact us to discuss your situation; we will consider extensions or alternative arrangements on a case-by-case basis without guaranteeing a specific outcome.
12. Changes to This Policy
We may update this Refund Policy from time to time. Changes apply to purchases made after the updated policy is published. The date at the top of this page indicates the most recent revision. Purchases made under a previous version of this policy will be handled according to the terms in effect at the time of purchase, except where updated terms provide greater consumer protection.
13. Contact Information
For refund requests, questions about this policy, or disputes regarding purchased services, contact:
Sproutclearing
2 Plimmer Steps, Wellington Central, Wellington 6011, New Zealand
Email: hello@sproutclearing.world
Phone: +64 4 471 1404