Legal
Refund, Cancellation and Rescheduling Policy
Version PFF-REFUNDS-2026-01 · Effective 30 July 2026 · All amounts in New Zealand dollars
Paige Flett Fitness provides personalised coaching services. Every training programme, nutrition strategy and coaching review is prepared individually for the client who ordered it, so refunds are assessed against how much personalised work has already been completed.
Three principles apply to every service in this policy:
- If you cancel before work on your personalised service has begun, you receive a full refund of the amount paid for that service.
- If personalised work has started but has not been completed, you receive a reasonable partial refund. Any deduction must relate to work actually completed, be reasonable and proportionate, be documented, be explained to you, and never exceed the amount you paid.
- Once personalised work has been completed and delivered, that completed portion is normally non-refundable for a change of mind. This never limits your rights under New Zealand consumer law.
Personalised Training Plan
- Full refund if you cancel before Paige has begun building your programme.
- Partial refund if the assessment or programme design has started but the plan has not been delivered — the refund reflects the reasonable value of the work already completed.
- Once the completed training plan has been delivered to you, it is normally non-refundable for change of mind.
Personalised Nutrition Strategy
- Full refund if you cancel before your intake information has been reviewed and strategy work has begun.
- Partial refund where the strategy is part-built but not yet delivered.
- Once the completed nutrition strategy has been delivered, it is normally non-refundable for change of mind.
Hybrid Coaching setup
- Full refund if you cancel before setup, assessment or programme work has begun.
- Where setup has partly occurred, the refund reflects the completed setup, assessment and any delivered training or nutrition components, with the undelivered portion refunded.
- Delivered plans and completed coaching weeks are not refunded for change of mind.
Complete 12-Week Coaching
- The $599 fee is allocated as $199 for the initial assessment, consultation, training programme, nutrition strategy and setup, and $400 for 12 weeks of ongoing support (approximately $33.33 per week).
- Full refund of $599 if you cancel before the initial assessment and setup work has begun.
- If setup has been completed and delivered but ongoing support has not started, the $400 support portion is refunded and the $199 setup portion is normally retained.
- If you stop part-way through, the unused whole weeks of ongoing support are refunded at $33.33 per week. Weeks already delivered, and completed setup work, are not refunded for change of mind.
- Where coaching is paused rather than cancelled, no refund is issued and the remaining weeks are held for you by agreement.
Weekly Accountability Check-Ins
- Accountability is purchased in fixed blocks of 4, 6, 8 or 12 weeks.
- Full refund if you cancel before the first check-in week begins.
- Once started, unused whole weeks are refunded at the per-week rate you paid. Weeks already delivered are not refunded for change of mind.
In-person sessions — cancellations and rescheduling
- In-person sessions may be rescheduled free of charge with at least 24 hours' notice.
- Sessions cancelled or missed with less than 24 hours' notice may be charged in full.
- Unused, unbooked in-person sessions are refunded in full.
- Where Paige cancels or reschedules a session, you may choose a replacement time or a full refund of that session.
- Reasonable flexibility is applied for genuine emergencies, sudden illness or unsafe travel conditions.
Additional Programme Updates
- Full refund if you cancel before the update has been started.
- Partial refund where the update is part-completed.
- A delivered programme update is normally non-refundable for change of mind.
Registered Dietitian services
- Registered Dietitian consultations are delivered by an independent registered practitioner, not by Paige Flett Fitness.
- The dietitian's own cancellation, rescheduling and refund terms apply to their fee, and their consultation, laboratory or referral costs are separate from any Paige Flett Fitness coaching fee.
- Any Paige Flett Fitness coordination or coaching-integration fee is refunded in full if cancelled before that work begins, and partially where it has started but is not complete.
Blood Work Analysis and Coaching Recommendations
- The client is responsible for requesting and paying for blood tests directly through their GP or chosen blood-testing provider.
- Paige Flett Fitness is not responsible for GP consultation fees, laboratory or blood-testing fees, specialist fees, prescription costs, delays caused by the GP, laboratory or testing provider, or refunds for services purchased independently from an external provider.
- The Paige Flett Fitness service fee covers only the agreed review of supplied results, diet recommendations, supplementation recommendations and related coaching adjustments.
- If you cancel before Paige has begun reviewing your results, you receive a full refund of the Paige Flett Fitness service fee.
- If Paige has begun reviewing your results but has not yet delivered the written recommendations or coaching adjustments, you may receive a partial refund less the reasonable value of the work already completed. Any deduction must relate to work actually completed, be reasonable and proportionate, be documented, be explained to you, and never exceed the amount paid for the service.
- Once Paige has delivered the completed blood-work review, diet recommendations, supplementation recommendations or agreed coaching adjustments, the completed portion is normally non-refundable for change of mind.
- If Paige determines that your results require medical interpretation outside her professional scope, she will not diagnose or provide treatment advice and will refer you back to your GP or an appropriate health professional. If no meaningful coaching review has been completed, the service fee is refunded in full; if part of the agreed review has been properly completed and remains useful, the reasonable undelivered portion is refunded. Independently paid GP or laboratory costs remain subject to the external provider's terms.
- If you do not supply the required blood results within the agreed timeframe, Paige may offer a reasonable extension or a credit toward another appropriate coaching service. Any cancellation or refund reflects whether assessment or preparation work has already been completed.
- No dietary or supplementation recommendation is promised to normalise, improve or correct any blood marker.
Medical reasons
- If injury, illness, pregnancy or another genuine medical reason prevents you from continuing, Paige will pause your coaching at no cost, or refund the undelivered portion of your service.
- Where a medical professional advises that you should not train or follow the programme, the undelivered portion is refunded in full.
- Paige may ask for reasonable confirmation from your health professional before refunding on medical grounds.
If coaching turns out to be unsuitable
- If, after the initial assessment, Paige believes coaching is not appropriate or safe for you, she will decline or end the service and refund everything that has not been delivered.
- Where no meaningful personalised work has been completed, the full amount paid is refunded.
If Paige is unable to deliver
- If Paige cannot deliver a service you have paid for, for any reason, you will receive a full refund of the undelivered portion without deduction.
- Where possible you will first be offered a rescheduled date or an equivalent alternative service, and you are free to decline and take the refund instead.
Service-quality concerns
- If you believe a service was not provided with reasonable care and skill, was materially incomplete, or was materially different from what was agreed, contact Paige within a reasonable time and describe the issue.
- Paige will first attempt to put the problem right — for example by correcting, reworking or completing the service.
- Where the problem cannot reasonably be fixed, or the failure is substantial, a full or partial refund will be provided in line with New Zealand consumer law.
How refunds are paid
- All payments are processed by Stripe. Paige Flett Fitness never receives or stores your full card details.
- Approved refunds are returned to the original payment method through Stripe and generally appear within 5–10 business days, depending on your bank.
- Refunds are made in New Zealand dollars. Paige Flett Fitness is not responsible for currency conversion differences or fees applied by your own bank or card issuer.
- Partial refunds are recorded against the original payment so both you and Paige have a clear record.
How partial refunds are calculated
- Fixed-week services (Complete Coaching support and Weekly Accountability) are refunded per unused whole week at the per-week rate you paid.
- One-off deliverables (training plans, nutrition strategies, programme updates, blood-work reviews) are refunded on the basis of the reasonable value of work already completed.
- Session-based services are refunded per unused, unbooked session.
- Any discount you received is applied proportionally across the refunded portion.
- The calculation used will be written down and explained to you before the refund is processed.
Your New Zealand consumer-law rights
- Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
- Services must be provided with reasonable care and skill, be fit for purpose, and match the description given to you.
- Where those guarantees are not met, you are entitled to a remedy under the law, regardless of the change-of-mind rules above.
How to request a refund
- Contact Paige by email or WhatsApp with your payment reference and a short description of what you are asking for.
- Paige will respond within one business day and confirm the outcome and any calculation in writing.
Contact for refund requests
Email coach@paigeflettfitness.com or WhatsApp +64 27 299 0989.
This policy is a practical business draft and should be reviewed by a qualified New Zealand lawyer before Paige Flett Fitness relies on it as final legal advice.