Return & Cancellation Policy

Overview

This Return and Cancellation Policy outlines the terms and conditions for canceling travel bookings and requesting refunds. Please read this policy carefully before making a booking, as cancellation terms vary depending on the service provider and timing of cancellation.

This policy applies to all travel planning services and bookings made through our website or directly with our team. By making a booking, you agree to be bound by the terms of this policy, as well as any specific terms communicated at the time of booking.

We recommend that you carefully review all cancellation terms before confirming any booking, as some services may have strict cancellation policies that cannot be changed after booking.

Return Period

For travel planning services, cancellation and refund requests must be submitted within the following timeframes:

• Planning services: Cancellation requests must be made before substantial work has commenced on your itinerary
• Travel bookings: Cancellation deadlines vary by service provider and will be clearly communicated at the time of booking
• Refund requests: Must be submitted within 30 days of the cancellation date

Return Conditions

To be eligible for a refund, the following conditions must be met:

• Cancellation request is submitted within the specified return period
• All cancellation requirements of the service provider are met
• No travel has commenced (for travel bookings)
• All required documentation is provided
• The booking is not marked as non-refundable at the time of purchase

Return Shipping Costs

As we provide travel planning and booking services rather than physical products, return shipping costs are not applicable. However, the following may apply:

• Cancellation fees charged by service providers (hotels, airlines, etc.)
• Administrative processing fees for handling cancellations and refunds
• Service fees for planning work already completed

Any applicable fees will be clearly communicated before processing your cancellation request.

Return Process

To initiate a return or cancellation, please follow these steps:

1. Contact us via email or phone with your booking reference number
2. Provide the reason for cancellation
3. Submit any required documentation
4. Wait for confirmation of cancellation and applicable fees
5. Receive refund (if applicable) to the original payment method

We will process your request within 5-10 business days and provide you with a detailed breakdown of any fees and refund amounts.

Non-Refundable Items

The following items and services are generally non-refundable:

• Travel planning service fees once substantial work has commenced
• Bookings explicitly marked as non-refundable at the time of purchase
• Special event tickets or time-sensitive bookings
• Customized or personalized travel arrangements that cannot be resold
• Services already consumed or partially used

These terms will be clearly stated at the time of booking.

General Legal Requirements

This Return and Cancellation Policy complies with applicable consumer protection laws in New Zealand. Your statutory rights are not affected by this policy.

If you are a consumer, you may have additional rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. These rights cannot be excluded or limited by this policy.

In cases where service providers fail to deliver services as described, you may be entitled to remedies including refunds, compensation, or alternative arrangements.

Order Cancellation Policy

You may cancel your travel planning order or booking under the following circumstances:

• Within 14 days of placing an order for planning services (before work commences)
• In accordance with the cancellation terms specified at the time of booking
• Due to circumstances beyond your control (subject to documentation and approval)

Cancellation requests must be submitted in writing via email or through our contact form. Verbal cancellations are not accepted.

Refund Procedure

Refunds will be processed according to the following procedure:

1. We review your cancellation request and verify eligibility
2. We calculate applicable fees and refund amount
3. We send you a detailed refund breakdown for approval
4. Upon approval, we process the refund to your original payment method
5. You receive confirmation of the refund transaction

Refund processing times:

• Credit card refunds: 5-10 business days
• Bank transfers: 10-15 business days
• Refunds from third-party suppliers: Subject to their processing times (may take up to 30 days)

You will receive email confirmation once the refund has been processed.

Cancellation by You

Planning Services

If you cancel our travel planning services before we have begun substantial work on your itinerary, you may be eligible for a partial refund. Once we have started detailed planning and made bookings on your behalf, cancellation fees may apply.

Travel Bookings

Cancellation policies for travel bookings (flights, hotels, tours) are determined by the individual service providers. These policies will be clearly communicated to you at the time of booking. Common cancellation terms include:

• Free cancellation up to a specified date before travel
• Partial refunds for cancellations made within a certain timeframe
• Non-refundable bookings (clearly marked at time of booking)

Cancellation Fees

If you cancel a booking, the following fees may apply:

• Service Fees: Our planning and booking service fees are generally non-refundable once work has commenced.
• Supplier Fees: Third-party suppliers (hotels, airlines, etc.) may charge cancellation fees according to their policies.
• Processing Fees: Administrative fees may apply for processing cancellations and refunds.

Refund Processing

Refunds, when applicable, will be processed to the original payment method used for the booking. We cannot process refunds to a different payment method or account for security reasons.

Processing times may vary depending on the payment method and the policies of third-party suppliers:

• Credit card refunds: 5-10 business days from the date we process the refund. The refund will appear on your credit card statement within 1-2 billing cycles, depending on your bank's processing time.
• Debit card refunds: 5-10 business days from the date we process the refund. Your bank may take additional time to credit your account.
• Bank transfers: 10-15 business days from the date we initiate the transfer. International transfers may take longer.
• Refunds from third-party suppliers: Subject to their processing times, which may vary from 7-30 business days or longer, depending on the supplier and the type of service.
• Cash payments: Refunds for cash payments may require additional verification and may take 10-15 business days.

Please note that processing times are estimates and may be affected by factors beyond our control, including bank processing times, public holidays, and third-party supplier policies. We will keep you informed of any delays in processing your refund.

If you have not received your refund within the expected timeframe, please contact us with your booking reference number, and we will investigate the matter.

Cancellation by Us

In rare circumstances, we may need to cancel a booking due to circumstances beyond our control, such as:

• Natural disasters or severe weather conditions
• Political instability or safety concerns
• Supplier cancellations or changes
• Force majeure events

In such cases, we will work with you to find alternative arrangements or provide a full refund where possible.

Travel Insurance

We strongly recommend purchasing comprehensive travel insurance that covers cancellation, trip interruption, and other travel-related risks. Travel insurance can provide protection against unexpected circumstances that may require cancellation.

Modifications

If you need to modify your travel plans rather than cancel, please contact us as soon as possible. Modification fees may apply, and availability of changes depends on the policies of the service providers. We will do our best to accommodate your requests.

How to Cancel

To cancel a booking, please contact us:

• Email: admin@relaxeiatelier.world
• Phone: +64 3 443 0812

Please provide your booking reference number and reason for cancellation. We will process your cancellation request and inform you of any applicable fees or refund amounts.

Disputes

If you have concerns about a cancellation or refund, please contact us to discuss the matter. We are committed to fair resolution of any disputes and will work with you to find a satisfactory solution.

Contact Us

If you have any questions about this Return and Cancellation Policy, please contact us:

Email: admin@relaxeiatelier.world
Phone: +64 3 443 0812
Address: 12 Sir Tim Wallis Drive, Wānaka 9305, New Zealand