Return Policy

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This Return Policy outlines the cancellation, refund, and satisfaction terms for workspace ergonomics consultation services purchased from Sparkwyshoulder through sparkwyshoulder.world. Because our products are professional consultation services rather than physical goods, traditional return procedures do not apply. Instead, this policy governs booking cancellations, rescheduling, refund eligibility, and remedies under New Zealand consumer law.

1. Scope of This Policy

This policy applies to all consultation packages offered by Sparkwyshoulder, including the Essential Desk Review priced at $199 NZD, the Complete Workspace Audit priced at $479 NZD, the Corporate Wellness Package priced at $1,350 NZD, and add-on services such as follow-up sessions at $129 NZD and lighting assessments at $89 NZD. It covers bookings made directly through our website contact form, by telephone, or via written agreement with our team.

2. Nature of Consultation Services

Our ergonomics consultation products are intangible services delivered through scheduled sessions, either in person at our Auckland location, at your workplace for corporate packages, or via secure video call. Upon completion of a session, you receive a personalised assessment report and any follow-up support included in your package. Once a consultation has been fully delivered, the service is considered consumed and is not eligible for return in the conventional sense.

3. Cancellation Before Session Delivery

You may cancel a booked consultation subject to the following terms:

• Cancellations made forty-eight hours or more before the scheduled session start time are eligible for a full refund of fees paid, or alternatively a transfer to a new date at no additional charge.
• Cancellations made between twenty-four and forty-eight hours before the scheduled session are eligible for a fifty percent refund or one complimentary rescheduling within thirty days.
• Cancellations made less than twenty-four hours before the scheduled session, or failure to attend without prior notice, are non-refundable. The full session fee is retained to compensate for reserved consultant time and preparation.

To cancel, contact Sparkwyshoulder by telephone at +64273492520 or through the contact form on sparkwyshoulder.world, providing your name, booking reference, and scheduled session date.

4. Rescheduling

We understand that professional schedules change. You may reschedule a confirmed consultation at no charge if we receive at least forty-eight hours notice. One free reschedule is permitted per booking. Additional rescheduling requests within the forty-eight hour window may be accommodated at our discretion and may incur a $45 NZD administrative fee. Corporate Wellness Package clients may reschedule on-site visits subject to separate terms outlined in their service agreement.

5. Refund Process

Approved refunds are processed within ten business days to the original payment method used for booking. If the original payment method is unavailable, we will work with you to arrange an alternative refund method. Refund amounts exclude any non-refundable third-party charges incurred on your behalf. You will receive email confirmation when a refund has been initiated.

6. Service Quality and Remedies

Sparkwyshoulder is committed to delivering ergonomics consultations with reasonable care and skill. If you believe your session did not meet the standards described for your purchased package, please contact us within fourteen days of the session date with specific details of your concern.

Depending on the circumstances, we may offer one or more of the following remedies at no additional cost:

• A complimentary follow-up session to address unresolved concerns.
• A revised or supplementary written assessment report.
• A partial refund proportional to the demonstrated shortfall in service delivery.
• A full refund in cases where the consultation could not be delivered as agreed and no satisfactory remedy is possible.

These remedies are in addition to your rights under the Consumer Guarantees Act 1993, which cannot be excluded for services provided to consumers in New Zealand.

7. Corporate Wellness Package Terms

The Corporate Wellness Package involves on-site assessment of up to ten workstations and delivery of a group workshop. Cancellations of on-site visits made seven or more business days before the scheduled date qualify for a full refund. Cancellations within seven business days incur a fee of $350 NZD to cover logistical preparation and consultant scheduling. If fewer than five team members are available on the scheduled date, we will assess the remaining workstations and deliver individual reports for those present; fees are not reduced for absent team members unless the entire visit is rescheduled with adequate notice.

8. Remote Consultation Considerations

For video-based consultations, you are responsible for ensuring adequate internet connectivity, camera positioning to show your workspace, and a quiet environment for the session. Technical difficulties on your end that prevent session completion may be rescheduled once at no charge. Repeated technical failures attributable to your equipment or connection may be treated as a late cancellation if rescheduling is not feasible within a reasonable timeframe.

9. Equipment Recommendations

Assessment reports may include recommendations for ergonomic accessories such as monitor arms, footrests, or lumbar supports available from third-party suppliers. Sparkwyshoulder does not sell physical products and does not accept returns of items purchased from external suppliers based on our recommendations. If you purchase equipment independently, return policies of the respective retailer apply. We are happy to clarify recommendations if a suggested product does not suit your needs after purchase.

10. Package Upgrades and Downgrades

If you wish to upgrade from an Essential Desk Review to a Complete Workspace Audit before your session, contact us to pay the price difference and extend your session time. Downgrades after payment are handled as partial refunds of the price difference if requested at least forty-eight hours before the scheduled session. Package changes requested after a session has begun cannot be applied retroactively.

11. Force Majeure

If Sparkwyshoulder is unable to deliver a scheduled consultation due to events beyond our reasonable control, including natural disasters, public health restrictions, or consultant illness, we will offer rescheduling at no additional cost or a full refund at your choice. We will notify affected clients as promptly as possible.

12. Disputes

We aim to resolve all service concerns fairly and promptly. If you are not satisfied with our response to a refund or service quality request, you may contact the Disputes Tribunal of New Zealand for matters within its jurisdiction, or seek guidance from Consumer Protection, a service provided by the Ministry of Business, Innovation and Employment.

13. Contact

For cancellation requests, refund inquiries, or service quality concerns related to our ergonomics consultation products, contact Sparkwyshoulder at 5G/6 Princes Street, Auckland CBD, Auckland 1010, New Zealand, telephone +64273492520, or through the contact form on sparkwyshoulder.world.