Return Policy

Last Updated: November 2025

At Vogglix, we are committed to your satisfaction with our online tutoring services. This Return Policy outlines our refund and cancellation procedures in accordance with New Zealand consumer law.

1. Overview

As we provide online educational services, our return policy differs from policies for physical goods. Once a lesson has been delivered or content has been accessed, we generally cannot offer refunds. However, we understand that circumstances vary, and we aim to treat each case fairly.

2. Cooling-Off Period

Under the New Zealand Consumer Guarantees Act 1993, you have certain rights when purchasing services. For course packages purchased online, you may be entitled to a cooling-off period.

You may cancel your purchase within 5 working days if:

• You have not yet attended any lessons
• You have not accessed any digital course materials
• No services have been provided to you

To exercise this right, contact us at info@vogglix.world within the cooling-off period.

3. Refund Eligibility

3.1 Full Refunds

You are entitled to a full refund in the following circumstances:

• We cancel your lesson without offering a suitable alternative time
• Your instructor fails to attend a scheduled lesson without prior notice
• Technical issues on our end prevent lesson delivery and cannot be resolved
• The service provided is materially different from what was advertised
• You request cancellation during the cooling-off period (if applicable)

3.2 Partial Refunds

Partial refunds may be considered for:

• Unused lessons in a pre-paid package (subject to our terms)
• Unsatisfactory service quality (assessed on a case-by-case basis)
• Extenuating personal circumstances (medical emergency, bereavement, etc.)

3.3 No Refunds

Refunds will not be provided for:

• Lessons you attended or accessed course materials for
• Cancellations made with less than 24 hours notice
• Missed lessons where you did not provide adequate notice
• Change of mind after accessing course content
• Incompatibility with your schedule after purchase
• Failure to attend lessons due to your own circumstances

4. Lesson Cancellations and Rescheduling

4.1 Student-Initiated Cancellations

If you need to cancel or reschedule a lesson:

• 24+ hours notice: Full credit retained, lesson can be rescheduled at no charge
• 12-24 hours notice: 50% credit retained, lesson can be rescheduled
• Less than 12 hours notice: No credit or refund, lesson fee forfeited
• No-show: No credit or refund, lesson fee forfeited

4.2 Instructor-Initiated Cancellations

If your instructor cancels a lesson:

• You will be notified as soon as possible
• You can reschedule to another time at no additional cost
• If no suitable alternative is available, you receive a full refund for that lesson

5. Course Package Refunds

For multi-lesson packages:

• Refunds for unused lessons may be provided up to 30 days after purchase
• A 20% administration fee may apply to package refunds
• Lessons already attended are charged at the standard single-lesson rate
• The refund is calculated as: (Package Price - Admin Fee - Attended Lessons at Single Rate)
• No refunds on packages where more than 50% of lessons have been attended

6. Subscription Services

For ongoing monthly subscriptions:

• You may cancel at any time with at least 7 days notice before your next billing date
• Cancellation takes effect at the end of the current billing period
• No refunds are provided for partial months
• Unused lessons in the current period do not roll over after cancellation

7. Quality Guarantee

We stand behind the quality of our instruction. If you are unsatisfied with a lesson:

• Contact us within 48 hours of the lesson
• Explain the specific issues you experienced
• We will investigate and work with you to resolve the matter
• Remedies may include a replacement lesson, credit, or refund

8. Technical Issues

If technical difficulties prevent lesson delivery:

• Issues on our end: Full credit or refund provided
• Issues on your end: Lesson is considered attended, no refund
• Mutual technical issues: We will work together to find a fair solution

9. How to Request a Refund

To request a refund:

1. Contact us at info@vogglix.world
2. Include your name, booking reference, and reason for the refund request
3. Provide any supporting documentation if applicable
4. Allow up to 10 working days for us to review your request

10. Refund Processing

Once approved, refunds will be processed as follows:

• Refunds are issued to the original payment method
• Processing time: 5-10 working days from approval
• You will receive email confirmation when the refund is processed
• Bank processing times may vary and are beyond our control

11. Consumer Rights

This policy does not affect your rights under New Zealand consumer law, including:

• Consumer Guarantees Act 1993
• Fair Trading Act 1986
• Contract and Commercial Law Act 2017

If you believe a service was not of acceptable quality or fit for purpose, you may have additional rights beyond this policy.

12. Disputes

If you are not satisfied with our response to your refund request:

• Request escalation to a senior manager
• Contact Disputes Tribunal if the claim is under NZD 30,000
• Seek advice from Consumer Protection (www.consumerprotection.govt.nz)

13. Amendments to This Policy

We reserve the right to update this Return Policy. Changes will be posted on this page with an updated date. Your continued use of our services after changes constitutes acceptance of the modified policy.

14. Contact Information

For refund requests, questions, or concerns about this policy:

Vogglix
45 George Street
Auckland 1010
New Zealand
Email: info@vogglix.world
Phone: +64 9 8356 7421
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM NZST