Shipping, Delivery, Returns, Refunds and Cancellation Policy of ReconnectME
Definitions
“Services” include 1:1 online therapy/group programmes/group coaching sessions, online drawing courses and online drawing challenges
“Physical products” include original artworks (defined below), prints and cards.
“Original artworks” include acrylic on canvas paintings, mixed media on plexiglass and board artwork.
Availability and supply
All orders are subject to the availability of those services and physical products. If for any reason a service or physical product is not available, we will endeavour to notify the non-availability on our website. For one-off original art we cannot guarantee availability even when pictured on our website so please contact us directly via the “enquiry about a painting” form and we will notify you as soon as we can.
Delivery of Services
Online therapy is available by appointment on agreement with Joanne following the introduction session and provided the client intake form is filled in signed and returned. We endeavour to attend all appointments but realise that we are totally reliant on internet connection facilities and on very rare occasions which are out of our control, these may be disrupted. In such cases we will endeavour to contact you as soon as possible to reschedule your appointment.
Group programmes are available as scheduled once purchased. It is your responsibility to attend the scheduled group sessions. We endeavour to attend all scheduled sessions but realise that we are totally reliant on internet connection facilities and on very rare occasions which are out of our control, these may be disrupted. In such cases we will endeavour to contact you as soon as possible to reschedule the group session. Note that group sessions are educational and will likely have therapeutic benefit but they are NOT therapy.
Online Art Courses and Challenges are usually available within minutes through our website host,“Weebly”, with the exception of the full foundation course, which you will be connected too on request following receipt and clearance of your payment. Please check your spam/promotion folders for emails from us. Occasionally technical glitches outside of our control do occur. In the event that emails cannot be found and/or access does not appear to be granted please contact us by email at reconnectme.nz@proton.me or text a message to +64 27 2486116 and we will endeavour to ensure your access within a reasonable timeframe.
We take all reasonable steps to ensure that our website is available all the time. However, websites do sometimes encounter technical issues, so we will not be liable if this website is unavailable at any time. Our website may be temporarily unavailable due to issues such as system failure, maintenance or repair or for reasons beyond our control (our website is hosted by “Weebly”). Where possible we will give you advance warning of any known maintenance issues but shall not be obliged to do so.
Returns and Refunds (including Cancellations of Services)
1. Therapy (1:1)
1.1 All sessions are non refundable when booked or scheduled but may be rescheduled up to 24 hours before the session provided this falls within a set timeframe in the case of the purchase of session packages (see 1.2). Within 24 hours of the session any cancellation or 'no show' will not be refunded nor will be able to be rescheduled.
1.2 Sessions packages are designed to be used weekly (or occasionally fortnightly by agreement), and are priced accordingly. Session packages are non refundable and must be used within a specific timeframe. For example, eight session packages must be used within four months of booking/signing consent forms. Should there be any unused sessions beyond this time, sessions are voided and there will be no refund, no ability to reschedule or any other such claim.
2. Group Programmes (including 'Free to Be Me')
2.1 Due to limited spaces, group programmes are generally* non refundable although sessions may be rescheduled with the full agreement of Joanne and the group.
* If a participant has fully participated and completed the first 50% of the group programme and feels that they have received no benefit from the programme whatsoever, and the participant then emails us with evidence of programme participation we will happily provide a refund less administration costs.
3. Physical Products:
We do not have to provide a refund if you have changed your mind about any particular physical product purchase, so please choose your original artwork, prints and cards carefully.
If however the goods are damaged, defective or faulty at the time of delivery to you, we will meet our obligations under the Consumer Guarantees Act in New Zealand (or any other applicable consumer law, outside of New Zealand) to provide a remedy.
Under such circumstances we ask that you contact us through the email address of reconnectme.nz@proton.me giving details of why you wish to return the physical product/s along with photograph/s showing damage, defects or faults. Please notify us within 3 business days of product delivery to you.
3.1: Print(s) or card(s): if these do not arrive in excellent condition we will replace (including delivery), provided evidence is provided as per the previous clause. We ask that you destroy any damaged prints/cards, if this is deemed to be the case.
3.2. Original artwork:
If the original artwork/s were damaged, defective or faulty at the time of delivery to you, we will replace the original artwork/s if available, offer an original artwork/s of the same value, or refund your credit card account with a full refund (excluding credit card fees).
You must pay all costs of returning original artwork/s to us, however, if we accept the return of damaged or faulty artwork/s, we will provide you with details on how to go about returning the items to us using a paid courier service. In the event that this service is not used, Reconnect ME will not be liable for any costs involved in returning the artwork/s to us.
All artwork/s returned must be in their original condition and packaging, along with any accompanying documentation. We reserve the right not to accept a return of:
any artwork/s where you have changed your mind about them;
any artwork/s which, when examined or tested by us (or our agent), are found not to be damaged, defective or faulty.
We will not issue a refund or voucher before the artwork/s is received by us. If you have any problems regarding your order or a refund, you may contact us through the email address reconnectme.nz@proton.me
4. Online Art Courses/Challenges:
If you aren't 100% happy with your art course after up to 5 days of it starting please contact us to cancel the rest of your course and receive a full refund (less credit card costs). After 5 days no refund is possible.
Shipping, Delivery, Title and Risk of Physical Products
Prices for physical products stated on our website are exclusive of any applicable delivery charges.
The cost of delivery within New Zealand for the physical products - prints and cards - is as stated on our website. Please contact us about the cost of delivery outside of New Zealand for all physical products.
The cost of delivery for original artwork is dependent on delivery address, so please contact us to be notified of this.
We will organize delivery of the physical product/s to the address nominated in your order within a reasonable time of accepting your order. Generally shipping will occur within 5 business days of ordering. We will notify you by email in the unlikely event that this is longer. We will re-deliver, replace or refund the physical product/s (at our option) if we have incorrectly addressed the delivery. We take no such responsibility if you gave an incorrect or insufficient address.
Within New Zealand, shipping is generally by Fastway Courier (except occasionally A4 prints are sent by tracked NZ Post). Couriering usually takes one business day to non-rural addresses in the South Island, or two business days to non-rural addresses in the North Island. Please allow at least an additional two days for rural addresses. For A4 prints sent by tracked NZ Post, please allow at least a week. All international card and print orders are shipped via New Zealand Post - and if this applies to you, you will be notified of the expected time frame. In either case we will not be liable to you for late delivery.
Original artwork/s are at your risk as soon as they leave our premises for delivery to you so please ensure that you have them adequately insured.