Return Policy

This Return Policy applies to the organizing and decluttering services offered by Thefrynnchul through thefrynnchul.world and by telephone or in person. Because our Space Consultation, Full Declutter Package, and Ongoing Support are professional services rather than physical products, the terms below explain how we handle cancellations, rescheduling, refunds, and disputes. Please read this policy carefully before booking a session. By booking a session, you agree to be bound by this Return Policy.

Introduction

Thefrynnchul is a professional organizing and decluttering service based in Burnside, Christchurch 8053, New Zealand. We provide Space Consultation, Full Declutter Package, and Ongoing Support sessions to clients in the Christchurch and Canterbury region. Our services are performed in person at your location. Once a session has been delivered, the service cannot be returned in the same way as a physical product. This policy sets out our approach to cancellations, rescheduling, refunds, and any concerns you may have about our services.

Nature of Services

Thefrynnchul provides professional organizing and decluttering services, including Space Consultation (a one-hour assessment of your space and goals, priced at NZD 150), Full Declutter Package (a six-hour hands-on organizing session, priced at NZD 390), and Ongoing Support (maintenance sessions billed at NZD 75 per hour). These services are performed in person at your home, office, or other agreed location in Christchurch and the Canterbury region. Once a session has been delivered, the work has been performed and the service cannot be "returned" in the traditional sense. However, we are committed to ensuring your satisfaction and will work with you to address any concerns in accordance with this policy.

Booking and Payment

When you book a session with Thefrynnchul, we may require full or partial payment in advance, depending on the service and our arrangements at the time of booking. Payment terms will be communicated to you when you book. By making a payment, you agree to this Return Policy and our Terms of Use. If you cancel or reschedule in accordance with this policy, we will refund any applicable prepayment or apply it to a rescheduled session, as described below.

Cancellation by Client

If you need to cancel a booked session, please contact us as soon as possible by telephone or through the contact form on thefrynnchul.ddd. Cancellations made at least 48 hours before the scheduled appointment will not incur a cancellation fee, and any prepayment will be refunded in full or applied to a rescheduled session at your option. Cancellations made within 48 hours but at least 24 hours before the appointment may be subject to a cancellation fee of up to 25% of the service cost, at our discretion. Cancellations made within 24 hours of the appointment may be subject to a cancellation fee of up to 50% of the service cost, unless due to circumstances beyond your control (such as illness, family emergency, or other unforeseen events). In such cases, we may waive or reduce the fee at our discretion. We will work with you to find a suitable alternative when possible, including rescheduling at no additional cost where appropriate.

Cancellation by Thefrynnchul

We reserve the right to cancel or reschedule a session due to unforeseen circumstances, including but not limited to illness, adverse weather, travel disruption, family emergency, or other events beyond our control. In such cases, we will notify you as soon as possible and offer you the choice of a full refund of any prepayment or rescheduling at no additional cost. We are committed to minimising disruption to your plans and will work with you to find a suitable alternative date and time.

Rescheduling

You may reschedule your session without penalty if you provide at least 48 hours notice. Rescheduling within 48 hours of the appointment may be subject to availability and, at our discretion, a rescheduling fee of up to 25% of the service cost. We will do our best to accommodate your new preferred date and time, subject to our availability. Rescheduling is limited to one change per booking unless otherwise agreed. If you reschedule multiple times or fail to attend a rescheduled session, we may apply cancellation fees as described above.

No-Show Policy

If you do not appear for a scheduled session without prior notice, the full session fee may be charged. If you have prepaid, no refund will be issued for the missed session. We understand that emergencies occur; if you miss a session due to circumstances beyond your control, please contact us as soon as possible to discuss your situation. We may, at our discretion, offer a partial refund or the opportunity to reschedule, depending on the circumstances.

Refunds

For services not yet performed, refunds will be processed within 5 to 10 business days of the cancellation request, using the same payment method you used for the original payment. For services that have already been partially or fully delivered, refunds are generally not applicable, as the work has been completed. If you are unsatisfied with a session, please contact us within 7 days of the session so we can discuss your concerns. We aim to resolve concerns fairly and may, at our discretion, offer a partial refund, a complimentary follow-up session, or other remedy. Any such offer is made on a case-by-case basis and does not create a precedent or entitlement. We do not provide refunds for services that have been fully delivered and where you have not raised concerns within 7 days.

Disputes and Complaints

If you have a complaint about our services, we encourage you to contact us as soon as possible so we can address your concerns. We will acknowledge your complaint within 5 business days and will endeavour to resolve it within 14 business days. If we are unable to resolve the matter to your satisfaction, you may have recourse under the Consumer Guarantees Act 1993 (New Zealand) or other applicable law. We are committed to treating all clients fairly and resolving disputes in good faith.

Force Majeure

Neither party shall be liable for failure to perform or delay in performing their obligations under a booking where such failure or delay is due to circumstances beyond their reasonable control, including but not limited to natural disasters, pandemic, government action, war, civil unrest, or severe weather. In such cases, the affected party shall notify the other as soon as practicable, and the parties shall work together to reschedule or refund as appropriate.

Changes to This Policy

We may update this Return Policy from time to time. Changes will be posted on this page with an updated revision date. For existing bookings, the policy in effect at the time of booking shall apply unless we agree otherwise. For new bookings, the policy in effect at the time of booking shall apply. We encourage you to review this policy before making a booking.

Contact

For questions about this Return Policy, to request a cancellation or refund, or to make a complaint, contact Thefrynnchul at Burnside, Christchurch 8053, New Zealand, or through the contact form on thefrynnchul.ddd. We are here to assist you and ensure a positive experience with our organizing services. We will respond to your enquiry as promptly as possible.