REFUND AND CANCELLATION POLICY
Last updated: Sep 2026
We want you to be satisfied with the online courses and services you purchase from SUPport PROductions Ltd.
This policy explains when refunds may be available and how to request one.
1. 7-Day Satisfaction Guarantee
Unless otherwise stated at the time of purchase, we offer a 7-day satisfaction guarantee on our online courses.
If you purchase a course and decide that it is not suitable for you, you may request a refund within 7 days of the date of purchase.
To request a refund, contact us providing your name, the course purchased and the email address associated with your account.
2. Fair Use of the Satisfaction Guarantee
The satisfaction guarantee is intended to give you an opportunity to begin a course and decide whether it is suitable for you. It is not intended to provide free access to substantially all of a course.
We therefore reserve the right to decline a change-of-mind refund where our records show that you have:
- completed a substantial proportion of the course;
- completed the entire course;
- downloaded a substantial amount of downloadable course material;
- obtained a course completion certificate; or
- otherwise made substantial use of the course before requesting a refund.
We will apply this provision reasonably, taking into account the circumstances of the request.
This restriction applies only to our voluntary change-of-mind guarantee and does not limit any rights you may have under applicable consumer law.
3. Refunds After 7 Days
We do not normally provide change-of-mind refunds more than 14 days after purchase.
However, we recognise that exceptional circumstances may occur. You are welcome to contact us and we may, at our discretion, offer a refund, credit, transfer or other solution where we consider this appropriate.
4. Problems With a Course
If you experience a technical problem or believe that a course has not been provided as described, please contact us so that we have an opportunity to investigate and resolve the problem.
Where appropriate, we may provide technical assistance, correct the problem, provide replacement access, or offer another appropriate remedy.
5. Your Rights Under New Zealand Consumer Law
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable law.
Where a course or service fails to meet a guarantee that applies under New Zealand consumer law, you may be entitled to a remedy regardless of the time limits or change-of-mind provisions contained in this policy.
6. Duplicate Purchases and Payment Errors
If you accidentally purchase the same course more than once, or if you believe you have been charged incorrectly, please contact us as soon as possible.
Where we confirm that a duplicate or incorrect payment has been made, we will refund the relevant amount.
7. Course Cancellation by Us
If we cancel a course that you have purchased and are unable to provide reasonable replacement access or an equivalent alternative, we will provide an appropriate refund.
This does not apply where an individual user’s access is suspended or terminated because of a material breach of our Terms and Conditions, including unauthorised sharing or distribution of course material.
8. Course Access Periods
Where a course is sold with access for a specified period, expiry of that access period does not constitute cancellation of the course and does not create an entitlement to a refund.
The applicable access period will be stated in the course description or at the time of purchase.
9. Promotional and Discounted Purchases
Courses purchased using a discount code, promotional offer or sale price remain eligible for our 14-day satisfaction guarantee on the same basis as courses purchased at the normal price, unless different conditions were clearly stated before purchase.
Any refund will be based on the amount actually paid.
10. Processing Refunds
Approved refunds will normally be made using the original payment method.
Processing times may vary depending on the payment provider or financial institution and may be outside our control.
11. Contact Us
For refund or cancellation enquiries, please contact:
SUPport PROductions Ltd
supproductionsnz@gmail.com
Please include your name, the course purchased, the date of purchase and the email address associated with your account.