Refund Policy
Last updated: 9 October 2026
This Refund Policy explains how Lived Journey handles refund, cancellation and payment-reversal requests for paid offerings.
It should be read together with our Terms and Conditions and the information presented for the particular offering you purchase.
Nothing in this policy limits or excludes rights or remedies that cannot lawfully be limited or excluded.
Consumer rights
If you acquire Lived Journey services as a consumer in New Zealand, you may have rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
Those rights apply independently of this Refund Policy.
Where a service does not meet a guarantee required by law, the remedy available will depend on the circumstances and applicable law.
This policy does not replace or restrict those rights.
Requesting a refund
For refund, billing or purchase enquiries, contact:
Please provide enough information for us to identify the relevant purchase, such as:
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the email address associated with your account;
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the offering purchased;
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the approximate purchase date;
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the reason for your request.
Do not send passwords or full payment-card details by email.
How refund requests are assessed
Refund requests are assessed against the specific purchase concerned.
We may consider matters including:
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what was purchased;
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the access duration and content included;
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whether payment was successfully completed;
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whether the purchased access was successfully provided;
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whether and to what extent purchased content or services have been used;
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whether another valid purchase or entitlement independently provides the same access;
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whether there has been a duplicate charge, billing error, service failure or other exceptional circumstance;
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any rights or remedies required by law.
We do not determine refund eligibility solely from whether a page, course or resource has been opened once.
Change of mind
Lived Journey does not provide an automatic right to a refund simply because you change your mind after completing a purchase.
However, you may still contact us to explain the circumstances.
We may consider a refund or other resolution where appropriate, including where little or none of the purchased value has been used, but this does not create a general entitlement to a change-of-mind refund.
Your statutory consumer rights remain unaffected.
Duplicate charges and billing errors
If you believe you have been charged more than once for the same purchase, charged an incorrect amount, or affected by another billing error, contact:
We will investigate the relevant transaction records.
Where a duplicate charge or billing error is confirmed, we will provide the appropriate correction or remedy.
Payment succeeded but access is not available
Payment and access setup are separate stages.
If your payment has succeeded but the purchased access has not been created correctly, do not pay again for the same purchase.
Contact:
We will investigate the payment and access state and work to provide the access already purchased or another remedy where required.
A fulfilment or access-setup problem after confirmed payment does not require you to purchase the same access again.
Uncertain or interrupted payments
If a payment appears to have been interrupted, is pending, or cannot immediately be confirmed, do not assume that it failed.
Do not make another payment for the same order unless the purchase process or our support team confirms that it is safe to do so.
We may need to check payment and order records before confirming whether a further payment step is required.
Refunds and access
A financial refund and the effect on access are related but separate decisions.
Where a refund removes the valid purchase basis for particular access, that access may end as a consequence of the refund.
However, a refund does not automatically remove other access you independently hold.
For example, if another valid purchase or entitlement continues to provide access to the same material, that independent access remains effective.
We assess the effect of a refund against the specific purchase being reversed rather than against your account as a whole.
Use of purchased content
Use of purchased content may be relevant when considering an ordinary refund request, but it is not applied as a simplistic rule.
Opening a page, viewing material or beginning a learning activity does not automatically determine the outcome of every refund request.
Where refunding a purchase would remove your final valid entitlement to material that has already been meaningfully consumed, that consumption may affect whether an ordinary discretionary refund is appropriate.
Consumer-law remedies, billing errors, duplicate charges, service failures and other justified exceptions are assessed separately.
Perpetual access
Where an offering provides perpetual access, the purchase has no scheduled access expiry.
If that purchase is refunded or reversed and it was the basis for the access, the related access may end.
Any other independent valid access you hold remains unaffected.
Fixed-term access
Where an offering provides fixed-term access, the offering states the purchased access period.
Fixed-term access normally ends automatically when that purchased period expires. Expiry by itself is not a refund event.
A fixed-term purchase does not automatically renew and does not by itself create recurring billing.
If a fixed-term purchase is refunded before its access period ends, the effect on remaining access will depend on the reason for the refund, the applicable purchase terms, use of the purchased content, any independent entitlement you hold, and applicable law.
Subscriptions
Fixed-term access is not necessarily a subscription.
Lived Journey does not currently treat fixed-term purchases as automatically renewing subscriptions.
If recurring subscription offerings are introduced in the future, their specific refund, cancellation, renewal and paid-period rules will be presented with those offerings and reflected in this policy where appropriate.
Pricing used for refunds
Where the amount of a refund or adjustment depends on the value of an earlier purchase, we use the relevant original purchase and pricing information.
We do not revalue an earlier purchase using a later or current price merely because prices have changed.
Service problems
If Lived Journey fails to provide a paid service or access as required, please contact us so we can investigate and, where appropriate:
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correct the problem;
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provide the access or service purchased;
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provide another appropriate remedy;
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issue a refund where required or appropriate.
Your rights under applicable consumer law take precedence over ordinary commercial refund restrictions.
Cancellations
A one-off perpetual or fixed-term purchase is not an automatically renewing subscription merely because access continues for a period of time.
There is therefore normally no future recurring charge to cancel for those purchases.
Where a separate recurring subscription is offered in the future, its cancellation terms will explain how cancellation affects future billing and the current paid period.
Chargebacks and payment reversals
If a payment provider confirms that a payment has been reversed or charged back, we may need to review the access that depended on that payment.
A pending dispute or unresolved payment question does not by itself cancel otherwise valid paid access.
Where a confirmed reversal affects a particular purchase, any access consequence will be limited to the entitlement that depended on that purchase.
Other independent valid access remains effective.
If the effect of a reversal cannot be determined reliably, we may need to investigate before changing access.
Refund processing
Approved refunds are returned through the applicable payment process where reasonably possible.
The time taken for funds to appear can depend on the payment provider, card issuer or financial institution involved.
We do not promise a particular processor or bank settlement timeframe unless one is expressly stated for the transaction.
Exceptional circumstances
We may provide refunds, credits or other remedies outside our ordinary policy where appropriate.
Examples may include:
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duplicate payments;
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billing errors;
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significant service failure;
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technical problems that prevent delivery of purchased access;
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legal requirements;
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exceptional circumstances;
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discretionary goodwill.
Providing an exception in one case does not create an automatic entitlement to the same outcome in another case.
Historical records
Refunding, reversing or ending access does not require us to erase legitimate historical records of the purchase, payment, access or subsequent adjustment.
We may retain records where reasonably necessary for:
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accounting;
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transaction integrity;
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access history;
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fraud prevention;
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legal or regulatory obligations;
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resolving disputes;
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demonstrating what occurred.
Personal information is handled in accordance with our Privacy Policy.
Changes to this Refund Policy
We may update this Refund Policy as Lived Journey develops, our commercial offerings change, or legal requirements change.
The current version will be published on this page with its last-updated date.
A later change to this policy does not retrospectively remove rights already acquired under an existing purchase or applicable law.
Contact us
For refund, payment, purchase or access enquiries:
For general enquiries: