Relationship to consumer law and distance rules
Nothing in this page reduces your non-excludable rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any similar statute that applies to you. If you are in the European Union or the United Kingdom, additional cooling-off and information rules may exist for some distance or off-premises contracts, and you should tell us if you are relying on a specific right so that we can confirm the deadline that applies in your case.
Rescheduling and cancelling a live session
Each booked conversation or in-person block is time we hold in the studio diary. You may move or cancel without a fee if we receive at least forty-eight hours of notice by email, measured in New Zealand time. If you provide shorter notice, we charge fifty percent of the session fee, because the slot can rarely be reallocated at that pace. If you experience a major unexpected event, such as a family emergency, tell us in writing and we will look at a fair adjustment, which may not always be a full waiver, but we will be transparent about the reason.
If we need to move a session for illness or a force-majeure style disruption, you may choose a new time at no cost or, if you prefer not to continue, a refund of the payment attached to that single session.
Prepaid hours and service bundles
When you buy a block of hours, the unit price usually reflects a modest discount. If you end the working relationship in good faith part-way through, we refund the unused whole hours at the effective per-hour rate from your original invoice, after subtracting any card or bank fees that a processor will not return to us. We do not refund partial hours already opened for preparation work unless we have agreed that split in the statement of work.
Template packs, PDFs, and other downloads
When you pay for a digital pack, you receive a licence to use the files, not a transfer of the underlying copyright. You may keep copies in line with the licence terms on your order. If you have not started a download, you can ask for a refund within seven days of purchase, provided we have not already tailored the pack to your name or organisation. After a successful download, we treat the licence as used; we will still replace files that are genuinely corrupted or that fail a technical check, and in the rare case we cannot provide a working copy within five business days, we will refund the pack amount.
How to make a request and how we respond
Send email to contact@xolvarynkhim.world with your name, the invoice or quote reference, and a short reason. We acknowledge within three business days with a clear outcome, a follow-up question, or a date by which a decision will be made. Refunds, when due, are returned through the same payment method where banking rules allow, within the timelines your bank displays for credits.
If we cannot provide the agreed work
If a project becomes impossible in a material way, we talk with you as soon as we can, document what is already done, and agree either a rescheduled plan or a proportionate credit. Disputes that cannot be sorted through correspondence may be subject to the dispute pathway described in the terms of use, without affecting mandatory consumer routes where they exist.
Physical goods are not a core part of the studio offer; any retail product link on the site is for illustration. Returns for off-site retail purchases are governed by the shop that sold the item, not this policy.