14-Day Full Satisfaction Guarantee
We believe in the transformative power of our programs so deeply that we back them with a full 14-day money-back guarantee. If, within 14 days of your initial payment, you feel our program is not right for you — for any reason — we will issue a complete refund, no questions asked.
Table of Contents
How Refunds Work
Three straightforward steps to get your money back if you're not satisfied
Contact Us
Email welcome@detoxifynewix.world within 14 days of your first payment. Include your full name, order reference number, and a brief reason for your request.
Review Period
Our client care team reviews your request within 2 business days. We may reach out to better understand your experience and, where possible, offer alternatives before processing the refund.
Refund Issued
Once approved, your refund is issued to your original payment method within 5–10 business days, depending on your bank or card provider. You'll receive a confirmation email when processed.
The 14-Day Guarantee
Full details of our money-back commitment
Our 14-day satisfaction guarantee is one of the strongest commitments in the wellness industry. From the moment of your first payment, you have a full 14 calendar days — not business days, but calendar days — to experience our program and decide whether it is the right fit for your goals and lifestyle.
The guarantee applies to all of our programs — Foundation, Elevation, and Mastery — regardless of the payment structure chosen. Whether you paid in full upfront or selected an installment plan, the 14-day window begins from the date of your first payment.
The 14-day guarantee covers your complete program fee — including any upfront deposits, first installment payments, or full program payments made on the purchase date. If you purchased add-on resources or supplementary materials at the same time as your program, those are also covered by the guarantee unless they are digital downloads that have been accessed (see Section 06 for non-refundable items).
We designed this guarantee because we are confident that our programs deliver exceptional value. However, we also recognise that every individual is unique, and what works brilliantly for one person may not be the ideal fit for another. Your financial confidence in trying our programs matters deeply to us, and we want you to embark on your wellness journey without financial hesitation.
The 14-day guarantee is a one-time entitlement per client. If you have previously received a full refund under this guarantee, future purchases will be subject to our standard refund terms as described in the remaining sections of this policy.
Refund Request Process
Step-by-step guide to submitting your request
To request a refund, please follow these steps to ensure your request is processed as quickly as possible:
Send your refund request to welcome@detoxifynewix.world from your registered email address. Use the subject line "Refund Request — [Your Full Name]" to ensure prompt routing.
In your email, include your full name, account email address, order or invoice reference number (found in your confirmation email), the program purchased, your purchase date, and a brief reason for requesting the refund.
You will receive an automated acknowledgement within 1 hour, followed by a personal response from our client care team within 2 business days confirming eligibility and the next steps. We may request clarification if information is missing.
Once approved, the refund is initiated to your original payment method. You will receive a confirmation email with a reference number. Depending on your bank or card issuer, funds appear within 5–10 business days.
If you are unable to send an email, you may also submit your refund request by calling us at +64 9 379 5835 during business hours (Monday to Friday, 9am–5pm NZST) or by using the contact form on our website and selecting "Refund Request" as the subject. However, all formal refund approvals are confirmed via email for your records.
We do not require you to return any physical materials as part of the refund process — all of our programs are delivered digitally. However, upon processing a full refund, your access to program materials, mentor consultations, and the progress platform will be deactivated within 24 hours of the refund being issued.
Eligibility Criteria
Who qualifies for a refund under our guarantee
To be eligible for a refund under our 14-day satisfaction guarantee, the following conditions must be met:
- Your refund request must be received within 14 calendar days of the date of your first payment
- You must submit the request from your registered account email address or provide verified account details
- This must be your first refund request with Detoxifynewix — the guarantee is a one-time entitlement per client
- Your account must not have been suspended or terminated for violations of our Terms of Use prior to the refund request
- The refund request must not be linked to fraudulent activity, including purchasing multiple accounts to exploit the guarantee
| Scenario | Eligible for Refund? | Refund Amount |
|---|---|---|
| Request within 14 days, first-time refund | Yes — Full Refund | 100% of program fee paid |
| Request within 14 days, previously refunded | Case by Case | Partial or none at our discretion |
| Request after 14 days, within 30 days | Partial Only | Pro-rata for unused program time |
| Request after 30 days | Generally No | Hardship exceptions may apply |
| Completed consultation sessions | No | Non-refundable once delivered |
| Medical or hardship cancellation | Yes — Case by Case | Full or partial at our discretion |
We assess eligibility fairly and transparently. If your request falls outside the standard criteria, please still reach out to us — we genuinely want to find a resolution that is fair to you, and we may be able to offer program credits, a pause, or a transfer as alternatives.
Processing Timeline
When you can expect your money back
We process refund requests as quickly as possible. Here is a detailed breakdown of the timeline from request to receipt of funds:
Automated acknowledgement of your refund request email, confirming receipt and providing your request reference number.
Personal response from our client care team confirming eligibility, the refund amount approved, and any additional steps required.
Refund initiated with our payment gateway after approval. You will receive a confirmation email with a transaction ID for your records.
Funds appear in your account, depending on your bank or card issuer's processing times. Credit card refunds may take the full 10 business days.
Total end-to-end timeline from request to receipt of funds is typically 7–15 business days in most cases. If you have not received your refund within 15 business days of our approval confirmation, please first check with your bank or card provider, as processing times can vary. If the issue persists, contact us with your transaction ID and we will investigate immediately.
Refunds are always returned to the original payment method used for the purchase. We cannot issue refunds to a different card, bank account, or third-party payment method. If your original card has been lost, stolen, or cancelled, please contact us as soon as possible — in these cases we will work directly with our payment gateway to find a suitable alternative solution.
Partial Refunds
Pro-rata refunds for mid-program cancellations
After the 14-day guarantee window has closed, we may still consider partial refunds in certain circumstances. Partial refunds are calculated on a pro-rata basis, reflecting the unused portion of your program or subscription at the time of cancellation, minus any non-refundable fees.
Partial refund eligibility is assessed on a case-by-case basis and is subject to the following general guidelines:
- 15–30 days from purchase: Up to 50% refund of the remaining program value may be considered, depending on the level of program engagement and resources accessed
- 30+ days from purchase (active subscriptions): Refund of unused complete months for monthly subscription plans, calculated from the next billing date forward
- Annual or multi-month prepayments: Refund of unused complete months, less a 10% administrative fee, where cancellation is due to documented circumstances
- Unused mentor sessions: Allocated but unused one-on-one consultation sessions may be refunded at the per-session rate less a scheduling and administrative fee
To request a partial refund, contact us at welcome@detoxifynewix.world with your account details and reason for the request. Our team will review your account activity and respond with a proposed refund amount within 5 business days.
Non-Refundable Items
What falls outside our refund policy
The following items and services are expressly excluded from our refund policy and cannot be refunded under any circumstances, unless required by the Consumer Guarantees Act 1993 (New Zealand) or other applicable consumer protection legislation:
| Item / Service | Reason Non-Refundable |
|---|---|
| Completed mentor consultation sessions | Services fully delivered and cannot be returned once provided |
| Downloaded digital content | Nutrition guides, workout PDFs, and e-books accessed or downloaded |
| Promotional or discounted purchases | Items purchased using a promotional code may be subject to modified refund terms stated at purchase |
| Administrative fees | Onboarding, account set-up, or payment processing fees where separately itemised |
| Gift cards & vouchers | Not refundable unless unused and returned within 14 days of purchase by the original purchaser |
| Second-time 14-day guarantee claims | The 14-day guarantee is a one-time benefit per client account |
| Events & workshops | Fees for in-person or live virtual events are non-refundable within 7 days of the event date |
Nothing in this policy is intended to limit or exclude rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If our services fail to meet a consumer guarantee, you may be entitled to a remedy regardless of whether the item would otherwise be non-refundable under our commercial policy. If you believe this applies to your situation, please contact us or the New Zealand Commerce Commission.
Subscription Cancellations
How cancellations work for recurring plans
For our monthly Mastery subscription and any other recurring billing plans, the following cancellation terms apply:
- Notice Period: You must notify us in writing at least 7 days before your next billing date to cancel the upcoming renewal. Cancellations received with less than 7 days' notice will take effect from the following billing period.
- Access After Cancellation: Following your cancellation notice, you retain full access to your program and all associated resources until the end of the current paid period. Access will be deactivated at midnight (NZST) on the last day of the paid period.
- No Mid-Month Refunds for Subscriptions: Monthly subscription fees are billed in advance for the month ahead. Cancellations do not generate a refund for the current month already charged, except where you are within the 14-day guarantee window or a hardship exception applies.
- Installment Plans: If you selected a 2- or 3-installment payment plan, cancellation does not waive the obligation to pay remaining installments due for services already delivered. If you cancel within the 14-day window before any installment is due, the full guarantee applies.
To cancel a subscription, email welcome@detoxifynewix.world or call +64 9 379 5835 during business hours. You will receive written confirmation of your cancellation and the effective date within 2 business days. We recommend obtaining and retaining this confirmation for your records.
Hardship & Medical Exceptions
Our commitment to fair and compassionate outcomes
We recognise that life circumstances can change unexpectedly and dramatically. If you need to discontinue our program due to circumstances beyond your control, please contact us. We have a genuine commitment to compassionate client care and assess these situations with empathy and fairness.
We will assess requests for exceptions compassionately where cancellation is necessitated by: a serious illness or injury (yours or an immediate family member's); bereavement; sudden financial hardship due to job loss, disability, or family emergency; natural disaster; or other significant unforeseeable events. We may request supporting documentation (e.g., a medical certificate or statutory declaration) to process hardship applications, but we will keep all information strictly confidential.
Depending on the circumstances, available remedies include:
Freeze your program for up to 6 months at no cost, resuming when you're ready. All remaining sessions and resources are preserved and available upon restart.
Transfer your remaining program access to a family member, friend, or colleague. The recipient must agree to our Terms of Use and complete a brief onboarding assessment.
Receive a credit to your account for the value of your unused program, valid for 24 months from issue, redeemable against any future purchase from our range.
In genuine hardship cases, we may issue a partial or full refund at our discretion, taking into account the proportion of the program delivered and the circumstances presented.
Chargebacks & Disputes
Please talk to us before contacting your bank
We strongly encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or card provider. In the vast majority of cases, we can resolve refund and billing concerns faster and more favourably by working directly with you than through a bank dispute process.
If we receive a chargeback notice for a transaction that does not meet our refund eligibility criteria, we are obligated to contest the chargeback with supporting documentation, including records of service delivery, your terms acceptance, and communications history. Successful chargebacks against legitimate charges may result in:
- Immediate termination of your account and access to all Services
- Referral of the matter to a debt recovery service for any amounts disputed without basis
- Reporting to relevant fraud prevention databases where fraudulent intent is evidenced
Our client care team has the flexibility and authority to resolve most billing concerns quickly and fairly — often within 24–48 hours. Please call us at +64 9 379 5835 or email welcome@detoxifynewix.world before taking action with your bank. We genuinely want to find a solution that works for you.
Frequently Asked Questions
Common questions about refunds, answered clearly
No. The 14-day guarantee is unconditional. You do not need to provide a reason, although we appreciate any feedback you're willing to share as it helps us improve our programs for future clients.
Yes. Even if you have started the program, accessed digital materials, or attended your initial consultation, you remain eligible for a full refund within the 14-day window — provided this is your first refund request and you are within the guarantee period. The only exception is completed one-on-one consultation sessions beyond the initial onboarding call.
Please contact us immediately. While we cannot guarantee a refund outside the 14-day window, we assess each case fairly. We may be able to offer a program pause, a partial credit, or a partial refund depending on the circumstances. Don't assume you have no options — reach out and let us see what we can do.
If you are within the 14-day window, we refund the installment(s) already paid and cancel any future installments — so you owe nothing further. If you are outside the guarantee window, future installments may still be due for services already provided or unlocked, depending on your plan terms.
We send a confirmation email with a transaction reference number at the moment the refund is initiated from our end. Banks typically take 5–10 business days to return the funds to your account. If you don't see the funds after 10 business days, contact your bank first with the transaction reference, then contact us if the issue is unresolved.
If the gift recipient is within their 14-day window and has not used the program, the original purchaser may request a full refund. However, once the recipient has actively begun the program or the guarantee window has passed, standard refund terms apply. Gift refund requests should be submitted by the original purchaser.
Contact Us
Reach our client care team directly
Our client care team is here to help you navigate refund requests, billing concerns, and cancellations with the care and professionalism you deserve. We aim to respond to all refund enquiries within 2 business days.
welcome@detoxifynewix.world
Response within 2 business days
+64 9 379 5835
Monday–Friday, 9am–5pm NZST
Use our Contact Form
Select "Billing / Refund" as subject
Client Care Department
Detoxifynewix Ltd
PO Box 12345, Auckland 1010
For legal or compliance-related enquiries, please contact welcome@detoxifynewix.world. If you have a concern about how we handle personal data in connection with your refund, please contact our Privacy Officer at welcome@detoxifynewix.world.