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1. Scope
This policy applies to all guided outdoor sessions and gift bookings purchased from Vorlixenzik through this website, by phone, or in person at our office in Auckland. Because we sell experiences rather than physical goods, the word "return" here refers primarily to refunds, reschedules and credits.
2. Free reschedules
You may reschedule any confirmed session, free of charge, up to 24 hours before the agreed start time. To reschedule, simply send us a message through the contacts page or call our office during business hours.
3. Cancellations made by you
- More than 7 days before the session: full refund or full credit, your choice.
- Between 7 and 2 days before the session: 70% refund or full credit valid for 12 months.
- Less than 48 hours before the session: credit only, valid for 12 months.
- No-show on the day: no refund or credit, except where exceptional circumstances apply (see section 6).
4. Cancellations made by us
If we have to cancel a session for any reason — weather, track conditions, guide unavailability, or anything else — you will be offered an alternative date that suits you. If no alternative date works, we issue a full refund within five working days using your original payment method.
5. Weather and safety
We monitor the forecast the evening before each session and contact you directly if we believe conditions will become unsafe. Light rain is normally not a reason to reschedule; sustained heavy rain, high winds, or formal track closures usually are.
6. Exceptional circumstances
We try to be reasonable when life gets in the way. If you can no longer attend due to a sudden illness, family emergency, or other genuine hardship, please contact us as soon as possible. We will normally offer a credit valid for 12 months even if your cancellation falls within the standard cut-off windows.
7. Gift bookings
Gift bookings are valid for 12 months from the date of purchase, are transferable to another person at no charge, and follow the same reschedule and cancellation rules as standard bookings. They are not redeemable for cash.
8. How to request a refund
To request a refund or credit, send a short message via our contacts page including your name, the date of the session, and a brief reason. We aim to acknowledge requests within one working day and to process approved refunds within five working days. Refunds are returned to the original payment method.
9. Consumer rights
This policy operates alongside, and does not limit, your rights under the New Zealand Consumer Guarantees Act and Fair Trading Act. If a service we provide does not meet a guarantee under those Acts, you are entitled to the remedies set out in them.
10. Changes to this policy
We may update this policy from time to time. The version that applies to your booking is the one published on the date the booking was confirmed. The current version is shown above.
11. Contact
If you have a question about this policy or a specific booking, please reach us through the contacts page. We are happy to talk things through.