1. Overview
At Naturalcartilage, we want every participant to feel confident when booking an outdoor wellness program. We understand that plans change and circumstances arise, and we aim to handle all cancellation and refund requests fairly and transparently.
This Return and Refund Policy applies to all paid program bookings made directly through us. Please read it carefully before completing a booking. By booking a program, you agree to the terms set out in this policy.
This policy operates alongside and in compliance with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 (New Zealand). Nothing in this policy limits your rights under New Zealand consumer law.
2. Cancellation by Participants
2.1 More Than 48 Hours Before the Session
If you cancel your booking more than 48 hours before the scheduled start time of the session, you are entitled to a full refund of the amount paid, or the option to reschedule to another available session at no additional charge. Refunds will be processed using the original payment method within 5–10 business days of the cancellation request.
2.2 Between 24 and 48 Hours Before the Session
Cancellations made between 24 and 48 hours before the session start time will be eligible for a credit note to the value of the booking fee. This credit note is valid for 12 months from the date of issue and can be applied towards any future booking with Naturalcartilage. No cash refund will be issued in this period.
2.3 Less Than 24 Hours Before the Session
Due to the operational costs associated with last-minute cancellations — including facilitator time, preparation, and location logistics — cancellations made within 24 hours of the session start time are not eligible for a refund or credit note. We recommend contacting us as early as possible if your circumstances change.
3. Cancellations by Naturalcartilage
We reserve the right to cancel a scheduled session in the following circumstances:
- Severe weather conditions that present a genuine safety risk to participants
- Facilitator illness or unavailability with no suitable replacement available
- Minimum participant numbers not reached (where a minimum is specified)
- Force majeure events or other circumstances beyond our reasonable control
In all cases where we cancel a session, we will provide as much advance notice as possible. All participants will be offered either a full refund of the booking fee, or the option to transfer their booking to a future session of equivalent or lesser value at no additional cost.
4. Rescheduling a Booking
Participants wishing to reschedule rather than cancel should contact us as early as possible. Rescheduling is subject to availability and the following conditions:
- Rescheduling requests made more than 48 hours before the session are available at no charge
- Rescheduling requests made between 24 and 48 hours before the session may incur a NZD $15 administration fee
- Rescheduling is not available within 24 hours of the scheduled session start time
- Each booking may be rescheduled a maximum of two times
Rescheduled bookings must be used within 12 months of the original booking date. Unused rescheduled bookings are forfeited and are not eligible for a refund.
5. No-Shows
If you do not attend a session without prior notice, this is treated as a no-show. No-show bookings are not eligible for a refund, credit note, or rescheduling. If you know you will be unable to attend, please contact us as early as possible so we can offer your place to another participant.
6. Weather Policy
Our outdoor wellness programs operate in most weather conditions, as variable New Zealand weather is an inherent part of the outdoor experience. Sessions will proceed unless weather conditions are assessed by our facilitators as presenting a genuine safety risk to participants.
Light rain, overcast skies, or cool temperatures alone will not result in cancellation. Severe weather including storm conditions, lightning, or dangerous ground conditions may lead to a session being cancelled or postponed. In such cases, the cancellation terms in Section 3 apply.
We strongly recommend that participants prepare for varied weather by bringing appropriate clothing and layers, as detailed in the pre-session information guide sent after booking.
7. Gift Vouchers
Gift vouchers issued by Naturalcartilage are valid for 12 months from the date of issue. They may be redeemed towards any available program booking. Gift vouchers are non-refundable but may be transferred to another person. If the program booked using a voucher is cancelled in accordance with Section 3, a new voucher of equivalent value will be issued to the original voucher holder.
8. Multi-Session Courses
For multi-session course bookings (e.g., 4-week or 8-week outdoor wellness courses), the following terms apply:
- Cancellation before the first session: full refund, subject to the general cancellation timeframes in Section 2
- Cancellation after the first session: refund for the remaining unused sessions only, calculated on a pro-rata basis, less a NZD $20 administration fee
- No refund will be issued for individual missed sessions within a course booking
Where a course session is cancelled by us, an additional session will be offered to enrolled participants at a mutually agreed date to complete the programme.
9. Refund Processing
To request a refund or credit note, please contact us using the details below. Please include your booking reference, the session date, and the reason for your request.
Eligible refunds will be processed within 5–10 business days of approval, using the original payment method where possible. Credit notes will be issued by email within 2 business days of the approved cancellation request.
10. Exceptional Circumstances
We recognise that genuine unforeseen circumstances — such as personal illness, family bereavement, or other serious events — may occasionally prevent participation outside of the standard cancellation windows. We consider such requests on a case-by-case basis and may offer a credit note or rescheduling at our discretion. Supporting documentation may be requested. Please contact us promptly if you are affected by such circumstances.
11. Contact Us
To initiate a cancellation, rescheduling, or refund request, or to ask any questions about this policy, please contact us:
- Business name: Naturalcartilage
- Address: 1061/716 Great South Road, Penrose, Auckland 1061, New Zealand
- Phone: +64 9 622 2889
- Email: welcome@naturalcartilage.world
We aim to respond to all refund and cancellation enquiries within one business day.