1. Overview
This Refund Policy applies to all purchases and programme enrolments made directly through Mobilitybiosvita at mobilitybiosvita.world or through our authorised enrolment channels. By enrolling in a programme or making a purchase, you acknowledge that you have read and agree to the terms outlined in this policy.
Mobilitybiosvita operates from 1061/716 Great South Road, Penrose, Auckland 1061, New Zealand. For refund enquiries, contact us at assist@mobilitybiosvita.world or +64 9 622 2889.
2. Consumer Rights Under New Zealand Law
Under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986, New Zealand consumers have statutory rights regarding the services they purchase. Our refund policy is designed to comply with these obligations while providing clear guidance on our procedures.
If our services fail to meet a consumer guarantee under the CGA, you may be entitled to a remedy including repair, replacement, or refund. This policy supplements but does not limit your statutory rights as a New Zealand consumer.
For consumers located in the European Union, you may also have rights under applicable consumer protection legislation, including a 14-day cooling-off period for distance contracts where applicable.
3. Programme Enrolment Refunds
3.1 Full Refund — Before Programme Start
If you cancel your enrolment at least 7 calendar days before the programme start date, you are eligible for a full refund of the programme fee paid. Cancellation must be submitted in writing via email to assist@mobilitybiosvita.world and include your full name, enrolment reference number, and reason for cancellation.
Full refunds are processed within 10 business days of receiving your cancellation request and are returned to the original payment method used during enrolment.
3.2 Partial Refund — Within First Week
If you cancel your enrolment within the first 7 calendar days after the programme start date, and before accessing more than 25% of the programme materials, you may be eligible for a partial refund of 50% of the programme fee.
To qualify for a partial refund, you must not have attended more than one in-person or virtual group session and must submit your cancellation request in writing within the specified timeframe.
3.3 No Refund — After First Week
Enrolments cancelled after the first 7 calendar days of the programme, or after accessing more than 25% of programme materials, are not eligible for a refund. At this stage, you retain access to all remaining programme materials and sessions for the duration of your enrolment period.
3.4 Programme Cancellation by Mobilitybiosvita
If we cancel a programme before it begins due to insufficient enrolment, facilitator unavailability, or other operational reasons, you will receive a full refund of all fees paid. We will notify you at least 5 business days before the scheduled start date and offer the option to transfer your enrolment to an alternative programme date or format.
If a programme is discontinued after it has begun due to circumstances beyond our control, we will provide a pro-rata refund based on the portion of the programme not delivered.
4. Digital Educational Products
Standalone digital products, such as downloadable guides, video module packages, and reference materials purchased separately from programme enrolment, are subject to the following refund terms:
- Within 14 days of purchase: Full refund available if the product has not been downloaded or accessed.
- After download or access: No refund is available once digital content has been downloaded or accessed, as the product has been fully delivered.
To request a refund for a digital product, contact us with your purchase confirmation number and the email address used during purchase.
5. Seasonal Challenges
Seasonal challenge enrolments follow the same refund structure as standard programme enrolments outlined in Section 3. Due to the time-limited nature of challenges, cancellations must be submitted before the challenge start date to qualify for a full refund.
Once a seasonal challenge has commenced, no refunds are issued. Participants who are unable to complete a challenge may request access to challenge materials for a future season, subject to availability and at our discretion.
6. Consultation Fees
Initial consultation sessions that are offered as standalone paid services may be rescheduled up to 24 hours before the scheduled appointment without penalty. Cancellations made less than 24 hours before the appointment are non-refundable.
If we cancel or reschedule a consultation due to facilitator availability, you may choose between a full refund or rescheduling at no additional cost.
7. How to Request a Refund
To initiate a refund request, please follow these steps:
- Send an email to assist@mobilitybiosvita.world with the subject line Refund Request
- Include your full name, enrolment or purchase reference number, date of purchase, and reason for the refund request
- Allow up to 5 business days for us to review and respond to your request
- If approved, refunds are processed within 10 business days to the original payment method
You may also submit a refund request through our contact form, selecting the Policies and Billing topic in your message.
8. Refund Processing
Approved refunds are processed using the same payment method used for the original transaction. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.
Please note that depending on your financial institution, it may take an additional 3 to 10 business days for the refunded amount to appear in your account after we process the refund.
All refunds are issued in New Zealand dollars (NZD). If your original payment was made in a different currency, the refunded amount may differ slightly due to exchange rate fluctuations applied by your payment provider.
9. Non-Refundable Items
The following items and circumstances are not eligible for refunds:
- Programme fees after the first 7 days of programme commencement (unless required by consumer law)
- Digital products that have been downloaded or accessed
- Consultation fees for appointments cancelled with less than 24 hours notice
- Third-party fees or charges incurred during payment processing
- Programme extensions or add-on services already delivered
- Gift enrolments after the gift recipient has activated their access
10. Transfer Policy
As an alternative to a refund, you may request a transfer of your enrolment to a future programme date or a different programme of equal or lesser value. Transfer requests must be submitted at least 5 business days before the programme start date.
One free transfer is permitted per enrolment. Subsequent transfer requests may incur an administrative fee of NZD 25. Transfers are subject to programme availability and must be completed within 12 months of the original enrolment date.
11. Disputes and Complaints
If you are dissatisfied with our response to a refund request, you may escalate your complaint by contacting us again with additional details. We aim to resolve all disputes within 15 business days.
New Zealand consumers may also contact the Disputes Tribunal or the Commerce Commission for assistance with unresolved consumer disputes. EU consumers may contact their local consumer protection authority.
12. Changes to This Policy
We reserve the right to update this Refund Policy at any time. Changes take effect upon posting to this page with an updated date. Refund requests submitted before a policy change will be evaluated under the policy in effect at the time of the original purchase.
13. Contact Information
For refund enquiries or assistance, please contact us:
- Organisation: Mobilitybiosvita
- Address: 1061/716 Great South Road, Penrose, Auckland 1061, New Zealand
- Phone: +64 9 622 2889
- Email: assist@mobilitybiosvita.world