REFUND POLICY
Effective date: 23 September 2026
This Refund Policy applies to digital products and business-administration support supplied by Clendon Business Solutions (“CBS”, “we”, “us” or “our”).
It should be read together with the CBS Terms & Conditions.
1. Statutory rights
Nothing in this policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.
The appropriate remedy depends on the product or service, the nature and seriousness of the problem, whether it can reasonably be corrected, and the requirements of the law.
2. Digital products
CBS digital products are supplied electronically after successful payment. No physical product is shipped.
Customers should check the product description, inclusions, file formats and software requirements before purchasing.
Faulty, inaccessible or incorrect products
Please contact CBS if:
• a supplied file cannot be accessed or is corrupted;
• the wrong product or files were supplied;
• required files stated in the product description are missing;
• the product is materially different from its description; or
• another fault means the product does not meet applicable statutory guarantees.
CBS may first investigate the issue and, where appropriate, provide a working download, correct file, replacement, repair or other suitable remedy.
Where the issue cannot be remedied within a reasonable time, or where the law provides a right to reject the product, CBS will provide the remedy required by applicable New Zealand law, which may include a refund.
Customers should contact CBS within a reasonable time after discovering the issue and provide enough information to identify the order and problem.
Change of mind
Because digital products are supplied electronically and may be downloaded or accessed promptly after payment, CBS does not ordinarily provide refunds solely because a customer:
• changes their mind;
• decides they no longer need the product;
• purchases the wrong product without a fault or misleading description;
• does not have the software stated on the product page; or
• does not use the purchased files.
This change-of-mind position does not affect remedies available for a faulty, inaccessible, incorrect or materially misdescribed product or any other applicable statutory right.
3. One-off support services
Unless otherwise agreed in writing, one-off support services are paid for before work begins.
Where a prepaid one-off service is described as valid for one month, the customer must commence or use the purchased service within one month of purchase unless CBS agrees otherwise.
This is a commencement or use period, not a guarantee that all work will be completed within one month. Completion may depend on scope, complexity, client information, instructions, approvals and other relevant circumstances.
Cancellation before work begins
If a customer cancels before CBS has begun the agreed work, CBS may provide a refund, less any genuine third-party or non-refundable cost that:
• has already been incurred for that customer; and
• was disclosed to or approved by the customer.
Cancellation after work begins
If a customer cancels after CBS has begun work, any refund will take account of:
• the portion of work already completed;
• time reasonably spent on the job;
• completed or partly completed deliverables;
• approved additional work;
• approved or genuinely non-refundable third-party costs; and
• the customer’s applicable statutory rights.
CBS may retain or charge the amount properly attributable to work already performed and approved costs.
Where appropriate, CBS will provide the customer with completed or usable work produced up to the cancellation date after payment of amounts properly owing.
Substantially or fully completed work
A change-of-mind refund will not ordinarily be available where the agreed one-off work has been substantially or fully completed.
This does not limit the customer’s rights if a service fails to meet an applicable statutory guarantee. Where a problem can reasonably be corrected, CBS may first offer to correct or complete the work.
4. Monthly support plans
A monthly support plan may be cancelled before the next billing date to prevent the next monthly renewal.
The customer retains access to the support period already paid for, subject to the plan terms.
Cancelling a monthly plan does not automatically create a refund for:
• a billing period that has already started;
• included hours that were available but not used; or
• unused hours that do not roll over under the plan terms.
If CBS cannot supply a material part of the paid service, or the service does not meet an applicable statutory guarantee, CBS will assess and provide any remedy required by law.
5. Annual support plan
The Business Partner Annual plan renews yearly unless cancelled before the next annual billing date.
Cancellation before the next annual billing date prevents the next renewal.
Cancellation during a paid annual term does not automatically entitle the customer to a full refund or a simple pro-rata refund.
CBS will consider an annual-plan cancellation or refund request individually, taking account of:
• services or support already provided;
• the elapsed portion of the paid annual service period;
• amounts properly earned;
• approved or genuinely non-refundable costs;
• the circumstances of cancellation; and
• applicable New Zealand statutory rights.
Any agreed refund may be reduced by the reasonable value of services already supplied and approved or genuinely non-refundable costs.
This section does not limit a remedy required by law where CBS cannot provide the service or the service fails to meet an applicable statutory guarantee.
6. Unused hours and prepaid work
Included monthly hours in monthly and annual support plans do not roll over to another billing period.
Unused included hours are not ordinarily redeemable for cash or separately refundable merely because the customer did not use them.
Where a prepaid one-off service is described as valid for one month, it must be commenced or used within one month of purchase unless CBS agrees otherwise.
CBS will consider exceptional circumstances reasonably and will preserve all applicable statutory rights.
7. Approved third-party and non-refundable costs
Where a customer has approved a third-party cost or CBS has clearly disclosed that a cost will be incurred specifically for the customer, that cost may be deducted from a cancellation refund if it cannot reasonably be recovered.
CBS will not deduct an invented, general or undisclosed penalty and will explain any material deduction on request.
8. How to request help, cancellation or a refund
Contact:
Clendon Business Solutions
Email: jennyclendon@gmail.com
Please include:
• your name and business name;
• the email address used for the purchase;
• the product, service or plan concerned;
• the order or invoice number, if available;
• the reason for the request;
• the date the problem was discovered or cancellation was requested; and
• screenshots or other information reasonably needed to investigate a digital-file problem.
CBS may ask for additional information where reasonably necessary to assess the request.
Requests will be considered within a reasonable time. CBS will explain the outcome and any proposed remedy.
9. Relationship with the Terms & Conditions
This Refund Policy forms part of the CBS customer terms and should be read with the Terms & Conditions.
If there is an inconsistency, the interpretation that preserves applicable statutory rights will apply.