Refund policy

Refund Policy

In the unlikely event that you are dissatisfied with the purchase of a Hopeful Health product or service, please contact us within the first 30 days of purchase and we will provide a full refund.

 Complaints Procedure

If you are dissatisfied with the service you’ve received from Hopeful Health, we’d like to hear about it. We have a dedicated process for addressing your concerns, resolving any outstanding issues, and to enable us to continually improve.

 Please use our resolution process for matters relating to:

  • our services, whether in person, via email, by phone, or on our website
  • our website generally
  • an enquiry you’ve made
  • a product or service you have purchased from us
  • how we have carried out a process, including those on our website or in the Standards and Accreditation Act 2015
  • a situation where you feel we didn’t communicate with you clearly
  • a situation where you believe you weren’t treated with courtesy or respect.

How to complain

Please write to us either via email to Philippa Batley: info@hopefulhealth.nz 

 Please include:

  • your name and email address
  • your company name, if applicable
  • account details, if applicable

 Timeframes for resolving complaints

We aim to:

  • acknowledge receipt of a complaint within 2 working days
  • respond to complaints within 15 working days

 If you have more than one complaint, or your complaint is about more than one issue, we may need more time. If this happens, we’ll let you know.

 Assessing complaints

When we assess complaints, we aim to:

  • keep an open mind and take a fresh look at the issues raised
  • acknowledge any mistakes and put them right if we can
  • have our response checked for quality, completeness, and accuracy
  • be fair
  • see things from your point of view
  • understand the reasons for you having lodged a complaint, and address those reasons
  • escalate your complaint to the correct people, as necessary
  • keep in mind the context of our scope and role
  • operate within legal boundaries and business policies

What we need from you

It makes it easier for us to resolve your complaint if you:

  • clearly identify the grounds for your complaint
  • provide any extra information we ask for
  • act honestly and treat us with courtesy and respect—we will do the same for you

Personal Information

We will use the personal information you give us to correspond with you in relation to your complaint. We will not share your personal information unless it’s necessary (for example, to fully and fairly investigate your complaint). We will not use it for any other purpose, or disclose it, except, in exceptional situations, for reasons permitted under the Privacy Act 1993 or—in rare instances—if we are required to do so by law (for example, to investigate a criminal offence).

 DISCLAIMER

  1. No Warranties. Information on the Sites and learning platforms is provided “as is”, without warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
  2. No Liability. In no event shall Hopeful Health be liable for damages of any kind relating to use of the Sites and learning platforms, including, without limitation, any special, indirect, incidental, or consequential damages, even if Hopeful Health has been advised of the possibility of such damages.
  3. Accuracy. Although every effort is made to ensure the accuracy of published information on Hopeful Health’s Sites, they may inadvertently contain technical inaccuracies or typographical errors. This information may be changed or updated without notice. Hopeful Health assumes no responsibility for errors or omissions on the Sites or in documents referenced by, or linked to, the Sites.

Feedback

Hopeful Health welcomes your feedback, and we encourage your comments and suggestions for improving our Services, Sites and User experience. You can contact us at info@hopefulhealth.nz and by submitting your feedback, you grant us a non-exclusive, worldwide, perpetual, irrevocable, fully-paid, royalty-free, sub-licensable and transferable license (under any and all intellectual property rights that you own or control) to use, copy, modify, create derivative works based upon, and otherwise use, your feedback for any purpose.