1. Scope
This policy applies to paid routine coaching services provided by Brightmuscleon at our Albany studio or via remote sessions. It does not apply to free website content or downloadable guides.
2. Consumer Guarantees Act 1993
As a New Zealand consumer, you have guaranteed rights under the Consumer Guarantees Act 1993 (CGA). Our services must be:
- Carried out with reasonable care and skill
- Fit for any particular purpose you have told us about before entering the agreement
- Completed within a reasonable time (if no time is agreed)
- Charged at a reasonable price (if no price is agreed)
If we fail to meet a guarantee, you are entitled to a remedy — which may include resupply of the service, compensation, or a refund depending on the severity of the failure. Nothing in this policy limits your CGA rights.
3. Service Nature
Coaching sessions are intangible services delivered over time. Once a session has been conducted, it cannot be "returned" in the traditional sense. This policy outlines cancellation, rescheduling, and refund conditions.
4. Cancellation by You
- Sessions cancelled more than 48 hours before the scheduled time: full credit or refund at your choice
- Sessions cancelled between 24 and 48 hours before: 50% credit toward a future session
- Sessions cancelled with less than 24 hours notice: charged in full
5. Rescheduling
Reschedule at no charge with at least 48 hours notice. One complimentary reschedule per coaching package is available for genuine emergencies (illness, family obligations), subject to manager approval.
6. Cancellation by Us
If we must cancel due to coach unavailability or studio circumstances, you receive a full refund or the option to reschedule at your convenience. We will provide as much advance notice as possible.
7. Package Refunds
For multi-session packages purchased in advance:
- Unused sessions may be refunded within 14 days of purchase, minus any sessions completed at the single-session rate
- After 14 days, unused sessions may be converted to credit valid for 12 months
- No refund is available after more than half the package sessions have been completed
8. Dissatisfaction
If you are unsatisfied after your first paid session, contact us within 7 days. We will discuss your concerns and, where appropriate, offer a complimentary follow-up session with a different coaching manager or a partial refund. This is in addition to any rights you may have under the CGA.
9. Refund Processing
Approved refunds are processed within 10 business days to the original payment method. Bank processing times may vary.
10. Contact
For cancellation, rescheduling, or refund requests: welcome@brightmuscleon.world or +64 9 925 9200. See also our Complaints Procedure.