1. Overview
At Skeletonankleol, we understand that plans can change unexpectedly. We have designed our cancellation and return policy to be fair, straightforward, and transparent. We aim to accommodate our clients wherever possible while also respecting the time and planning commitments of our team.
This policy applies to all consultation bookings made with Skeletonankleol, whether for in-person sessions at our Paraparaumu office or online video consultations. By confirming a booking with us, you agree to the terms set out in this policy.
If you have any questions about this policy before or after making a booking, please do not hesitate to contact us using the details provided in Section 12.
2. Cancellation by Client
We ask that all cancellations be communicated to us as early as possible to allow us to offer your appointment time to other clients. Our cancellation terms are as follows:
2.1 Cancellations with More Than 48 Hours' Notice
If you cancel a booked consultation more than 48 hours before the scheduled session start time, you will be entitled to a full refund of any payment made, or the option to reschedule your session at no additional cost. We will process your refund within 5–10 business days using the original payment method.
2.2 Cancellations with 24 to 48 Hours' Notice
If you cancel between 24 and 48 hours before your scheduled session, a cancellation fee equivalent to 50% of the session price will apply. You may choose to reschedule your session (subject to availability) and apply the remaining 50% credit toward your rescheduled booking.
2.3 Cancellations with Less Than 24 Hours' Notice
Cancellations made less than 24 hours before the scheduled session start time are not eligible for a refund. We understand that genuine emergencies occur, and we will consider individual circumstances on a case-by-case basis. Please contact us as soon as possible if an urgent situation arises.
3. Rescheduling
We are happy to accommodate rescheduling requests wherever possible. The following terms apply:
- Rescheduling requests made more than 48 hours in advance: accepted at no charge.
- Rescheduling requests made between 24 and 48 hours in advance: accommodated where availability allows. No additional fee is charged for the first reschedule request within this window.
- Rescheduling requests made less than 24 hours in advance: we will do our best to accommodate you, but cannot guarantee availability. A rescheduling fee may apply at our discretion.
- Clients may reschedule a booking a maximum of two times without incurring additional charges. Subsequent rescheduling requests may be subject to an administration fee of $25 NZD.
All rescheduling requests must be made by contacting us directly by phone or email. Requests cannot be processed via the website contact form for same-day or next-day changes.
4. No-Show Policy
If you do not attend your scheduled consultation and have not contacted us to cancel or reschedule, the session will be considered a no-show. No-shows are not eligible for refunds.
If you missed your appointment due to a genuine emergency, please contact us within 24 hours of the scheduled time. We will review such situations compassionately and determine an appropriate course of action on an individual basis.
Repeated no-shows may affect your ability to make future bookings with Skeletonankleol.
5. Cancellation by Skeletonankleol
In the unlikely event that we need to cancel or reschedule your appointment, we will contact you as soon as practicable and offer you the following options:
- A full refund of any payment already made for the cancelled session
- An offer to reschedule at a mutually convenient time
- A credit applied to a future booking of your choice
We will make every reasonable effort to minimise disruption. If a cancellation by us results in inconvenience to you, please contact us so we can discuss how best to assist you.
6. Refunds
Where a refund is applicable under this policy, we will process it using the same payment method used for the original transaction. Please allow 5–10 business days for the refund to appear in your account, depending on your financial institution.
Refunds are issued in New Zealand Dollars (NZD). If the original transaction involved a currency conversion, you may receive slightly more or less than the original amount due to exchange rate fluctuations. We are not responsible for any foreign exchange differences.
We do not issue cash refunds for online or card payments. All refunds are returned to the original payment source.
If you believe you are entitled to a refund not addressed in this policy, please contact us directly and we will assess your situation.
7. Programme Package Cancellations
Our three-session Comprehensive Programme is sold as a complete package. The following terms apply to programme cancellations:
- If you cancel before the first session with more than 48 hours' notice: full refund of the programme fee.
- If you cancel after completing one session: a refund equal to the cost of two individual Standard sessions minus the full programme fee paid will be issued (in other words, you will be charged for one Standard session).
- If you cancel after completing two sessions: no refund is available. You will have received the equivalent value of the sessions completed.
- If you need to pause a programme due to exceptional circumstances (such as extended illness or family emergency), please contact us. We will discuss options for continuing the programme at a later date where possible.
8. Online Session Issues
For online consultations conducted via video call, the following additional terms apply:
- If a technical issue on your end prevents the session from proceeding, the standard cancellation terms apply. We recommend testing your video call setup before your session time.
- If a technical issue on our end prevents the session from proceeding, we will offer a full reschedule at no charge or a full refund.
- If connection issues arise during a session (affecting either party), we will make every reasonable effort to continue the session. If the session cannot be completed and significant consultation time was lost, we will offer a partial or full credit at our discretion.
We recommend using a stable internet connection and a private, quiet space for all online consultations. We will send you connection instructions and a link prior to your session.
9. Disputes and Complaints
If you are unhappy with any aspect of our service or wish to dispute a charge, please contact us directly as a first step. We are committed to resolving complaints fairly, transparently, and promptly. We aim to respond to all written complaints within 5 business days.
If you are not satisfied with our response, you may escalate the matter to the appropriate New Zealand consumer protection authority. We support your right to do so and will cooperate fully with any formal resolution process.
10. Consumer Guarantees Act
Nothing in this Return Policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Our services come with guarantees that cannot be excluded under New Zealand consumer law. If your services are not delivered with reasonable care and skill, you are entitled to remedies under those acts.
We are committed to providing a service of genuine quality. If your consultation did not meet a reasonable standard, please tell us and we will work to make it right.
11. Changes to This Policy
We reserve the right to update this Return Policy at any time. Any changes will be posted on this page with an updated effective date. Bookings made before a policy change will be subject to the policy in effect at the time of booking, unless we notify you otherwise.
12. Contact Us
For all cancellation, rescheduling, and refund enquiries, please contact us:
- Business: Skeletonankleol
- Address: State Highway 1, Paraparaumu 5032, New Zealand
- Phone: +64 4 902 9899
- Email: welcome@skeletonankleol.world
- Office Hours: Monday–Friday 8:00–17:00, Saturday 9:00–13:00
Please have your booking reference number available when contacting us about a cancellation or refund. This helps us locate your booking and respond more efficiently.