1. Before access is supplied
You may ask to cancel before we accept the order or supply access. If we agree to cancel, or if we cannot accept or supply the order, we will refund the amount paid for the cancelled product to the original payment method.
2. After digital delivery
Because a digital product can be accessed and copied immediately, we do not ordinarily refund a purchase solely because you changed your mind, no longer need it or did not review the product description or system requirements. This does not affect statutory rights.
3. Faults, access problems and inaccurate supply
If the download does not work, the files are materially corrupted, or the product materially differs from what was represented at purchase, email hello@forwardmatterconsulting.co.nz with the order email, reference and a description of the issue. We will assess it promptly and may repair access, replace the file, re-supply the product or provide a refund or other remedy required by law.
4. Consumer Guarantees Act
Where the Consumer Guarantees Act 1993 applies, products and services carry the guarantees and remedies provided by that Act. The appropriate remedy depends on the nature and seriousness of the failure. Nothing here requires you to accept a remedy that would unlawfully displace a statutory right.
5. Business purchases
Any lawful business-to-business contracting out is governed by the written clause in our Terms & Conditions. It applies only where all statutory requirements are met.
6. Payment disputes and misuse
Please contact us before starting a payment dispute so we can investigate the order and delivery record. We may decline a discretionary refund where product access was successfully supplied or the licence was breached, while preserving any remedy required by law.
7. Processing
Approved refunds are made to the original payment method. Banks and payment providers control the time it takes for funds to appear. We will provide confirmation when we submit the refund.