Return Policy

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1. Cancellation Policy

You may cancel your booking at any time. Cancellation terms vary based on the notice period:

  • 48+ hours notice: Full refund of deposit
  • 24-48 hours notice: 50% refund of deposit
  • Less than 24 hours: No refund of deposit

Cancellations must be made in writing or by phone to our customer service team.

2. Refund Process

Refunds will be processed to the original payment method within 5-10 business days of cancellation approval. Processing times may vary depending on your payment provider.

3. Service Modifications

If you need to modify your booking (change date, add services, etc.), please contact us at least 48 hours in advance. Modifications are subject to availability and may incur additional charges or credits based on the changes requested.

4. No-Show Policy

If you are not available at the scheduled time and have not notified us in advance, the full service fee will be charged. We will attempt to contact you before considering the appointment a no-show.

5. Weather and Unforeseen Circumstances

In cases of severe weather or other circumstances beyond our control, we will work with you to reschedule at no additional charge. If rescheduling is not possible, a full refund will be provided.

6. Storage Services

Storage rental fees are non-refundable once the storage period has begun. Early termination of storage contracts may be subject to fees as outlined in your storage agreement.

7. Refund Eligibility and Conditions

To be eligible for a refund, the following conditions must be met:

  • Cancellation request is made within the specified timeframes
  • Service has not been completed or partially completed
  • No damage or loss has occurred due to client negligence
  • All outstanding fees and charges have been paid

Non-Refundable Items:

  • Services already completed or partially completed
  • Administrative fees and processing charges
  • Customized or personalized services that cannot be resold
  • Storage fees for periods that have already commenced

8. Refund Processing Times

Refund processing times vary depending on the payment method:

  • Credit/Debit Cards: 5-10 business days after approval
  • Bank Transfer: 3-5 business days after approval
  • PayPal: 3-5 business days after approval
  • Other Payment Methods: Processing times may vary

Refunds will be processed to the original payment method used for the transaction. If the original payment method is no longer available, we will contact you to arrange an alternative refund method.

Please note that your financial institution may take additional time to process the refund and make it available in your account.

9. Partial Refunds

In certain circumstances, we may offer partial refunds:

  • Service Modifications: If you reduce the scope of services, we will refund the difference minus any applicable fees
  • Early Termination: For long-term contracts, refunds may be prorated based on the remaining service period
  • Quality Issues: If service quality does not meet our standards, we may offer a partial refund or service correction

All partial refunds are subject to our review and approval.

10. Chargebacks and Disputes

If you initiate a chargeback or dispute with your payment provider, we will:

  • Investigate the matter thoroughly
  • Provide documentation to your payment provider
  • Work to resolve the dispute amicably

We encourage you to contact us directly before initiating a chargeback, as we can often resolve issues more quickly through direct communication. Unjustified chargebacks may result in additional fees and may affect your ability to use our services in the future.

11. Exceptions and Special Circumstances

We understand that special circumstances may arise. In the following situations, we may offer more flexible refund terms:

  • Medical Emergencies: With appropriate documentation, we may waive cancellation fees
  • Bereavement: We offer compassionate consideration for family emergencies
  • Natural Disasters: Full refunds or rescheduling at no charge
  • Our Error: If we make a mistake, we will provide a full refund and may offer additional compensation

Please contact us as soon as possible if you experience any of these circumstances, and we will work with you to find an appropriate solution.

12. Dispute Resolution

If you are dissatisfied with our refund decision, you have the following options:

  • Internal Review: Request a review by our management team by contacting us in writing
  • Mediation: We are willing to engage in mediation to resolve disputes
  • Consumer Protection: You may contact the New Zealand Commerce Commission or other relevant consumer protection agencies

We are committed to resolving disputes fairly and promptly. Most issues can be resolved through direct communication.

13. Contact for Cancellations and Refunds

To cancel, modify, or request a refund, please contact us using one of the following methods:

Email: response@glowlightart.world
Phone: +6492561500
Address: 41A Pavilion Drive Mangere, Airport Oaks, Auckland 2022, New Zealand
Business Hours: Monday - Friday: 8:00 AM - 6:00 PM, Saturday: 9:00 AM - 4:00 PM

Required Information: When contacting us, please have the following information ready:

  • Booking reference number
  • Date of service or booking
  • Reason for cancellation or refund request
  • Original payment method and transaction details

14. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on our website. Material changes will be communicated to customers through email or website notice.

The policy in effect at the time of your booking will apply to your transaction, unless changes are required by law or benefit the customer.