Return & Refund Policy

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1. Introduction

At Xlexirongholia, we are committed to providing high-quality bush trimming and tree care services to our clients throughout Auckland. We understand that circumstances may arise where you need to cancel a service or request a refund. This Return and Refund Policy outlines the terms and conditions under which cancellations and refunds are processed.

Please read this policy carefully before booking our services. By engaging our services, you acknowledge that you have read, understood, and agree to be bound by this policy. If you have any questions about this policy, please contact us before booking.

This policy applies to all services offered by Xlexirongholia, including but not limited to bush trimming, tree pruning, hedge shaping, garden maintenance, and any other landscaping services we provide.

2. Nature of Our Services

Our services are primarily labor-based and involve the physical work of trimming, pruning, and maintaining trees, bushes, and hedges. Unlike physical products, our services cannot be "returned" in the traditional sense once the work has been completed. Therefore, our refund policy is structured around the following principles:

• Service quality and customer satisfaction are our top priorities
• We aim to resolve any concerns through communication and remediation before considering refunds
• Refunds are considered on a case-by-case basis depending on the circumstances
• We value long-term relationships with our clients and strive for fair resolutions

3. Booking and Deposit Policy

When you book our services, you may be required to pay a deposit to secure your appointment. The deposit amount and terms will be communicated to you at the time of booking. Our standard deposit policy is as follows:

• A deposit of 20-30% may be required for larger projects
• Deposits are applied toward the final invoice amount
• Deposits are generally non-refundable if cancellation occurs within 48 hours of the scheduled service
• For smaller routine services, payment may be required upon completion

We accept various payment methods including bank transfer, credit card, and cash. Payment terms will be outlined in your service agreement or quote.

4. Cancellation Policy

We understand that plans change and you may need to cancel or reschedule your service. Our cancellation policy is designed to be fair to both our clients and our team:

4.1 Cancellation by Client

• Cancellations made more than 72 hours before the scheduled service: Full refund of any deposit paid
• Cancellations made 48-72 hours before the scheduled service: 50% of the deposit may be retained as a cancellation fee
• Cancellations made less than 48 hours before the scheduled service: The full deposit may be retained as a cancellation fee
• No-shows or same-day cancellations: The full deposit will be retained, and an additional fee may apply

To cancel a service, please contact us as soon as possible by phone or email. Cancellation requests should include your name, scheduled service date, and reason for cancellation.

4.2 Cancellation by Xlexirongholia

In rare circumstances, we may need to cancel or reschedule a service due to:

• Severe weather conditions that make work unsafe or impractical
• Equipment failure or unforeseen circumstances
• Staff illness or emergency situations
• Access issues to the property

If we cancel a service, we will offer you the choice of rescheduling at a mutually convenient time or receiving a full refund of any payments made. We will make every effort to provide advance notice of any cancellations.

5. Refund Policy for Completed Services

Once a service has been completed, refunds are handled differently than cancellations. We stand behind the quality of our work, and if you are not satisfied with the service provided, we want to make it right.

5.1 Quality Concerns

If you are not satisfied with the quality of work performed, please contact us within 7 days of service completion. We will:

• Discuss your concerns in detail to understand the issue
• Arrange a site visit to assess the work if necessary
• Offer to rectify any issues at no additional cost if the work does not meet the agreed specifications
• Consider a partial or full refund if rectification is not possible or desired

5.2 Circumstances Where Refunds May Not Apply

Refunds may not be provided in the following circumstances:

• The service was completed as specified in the quote or agreement
• Dissatisfaction is based on unrealistic expectations not communicated prior to service
• Natural plant responses to pruning (such as temporary stress or regrowth patterns) that are normal and expected
• Damage or changes that occur after our team has left the property
• Issues caused by factors outside our control, such as weather events or pest infestations
• Complaints raised more than 14 days after service completion

6. Refund Process

If a refund is approved, the following process will apply:

• Refunds will be processed within 10 business days of approval
• Refunds will be issued using the same payment method used for the original payment
• Bank transfer refunds may take 3-5 business days to appear in your account
• Credit card refunds may take 5-10 business days depending on your card issuer
• You will receive confirmation once the refund has been processed

7. Service Guarantees

We are proud of the quality of our work and offer the following guarantees:

• All work will be performed by trained and experienced professionals
• We use proper techniques that promote plant health and longevity
• All green waste will be removed from your property unless otherwise agreed
• We will respect your property and take care to avoid damage
• We carry comprehensive insurance for your peace of mind

Our guarantee does not cover natural plant responses, pre-existing conditions, or issues that arise from factors outside our control.

8. Dispute Resolution

If you are dissatisfied with our service or the outcome of a refund request, we encourage you to work with us to find a resolution. Our dispute resolution process is as follows:

• Contact us in writing outlining your concerns and desired resolution
• We will acknowledge your complaint within 2 business days
• A senior team member will review your case and respond within 5 business days
• If necessary, we will arrange a meeting or site visit to discuss the matter
• We will work with you in good faith to reach a fair resolution

If we cannot reach a resolution through direct communication, you may seek assistance from Consumer Protection New Zealand or other appropriate dispute resolution services.

9. Force Majeure

Neither party shall be liable for any failure or delay in performing their obligations where such failure or delay results from circumstances beyond their reasonable control, including but not limited to natural disasters, severe weather, government actions, pandemic, or other force majeure events.

In such cases, we will work with you to reschedule services or provide appropriate refunds as circumstances allow.

10. Changes to This Policy

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes acceptance of those changes.

The policy in effect at the time of your booking will apply to that specific service.

11. Contact Us

If you have any questions about this Return and Refund Policy, or if you wish to request a cancellation or refund, please contact us at:

Xlexirongholia
125 Diana Drive, Glenfield, Auckland 0627, New Zealand
Phone: 0800 873 354
Email: touch@xlexirongholia.world

Our team is available Monday through Friday, 7:30 AM to 5:00 PM, and Saturday 8:00 AM to 2:00 PM to assist you with any concerns.