Refunds & Cancellation Policy

Last updated: 22.01.2026

1) What this policy covers

• All Never Forgetti Services and Subscriptions.

• Services we perform (occasion tracking, sourcing, managing and delivering gifts end‑to‑end).

• Physical gifts we purchase from third‑party retailers and deliver on your behalf.
  

In NZ, consumers have statutory rights that can’t be excluded. Our policy works in addition to your rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).

2) Your rights under NZ law

Never Forgetti complies with your rights under New Zealand law, including your rights under the Consumer Guarantees Act 1993. Our services are provided with reasonable care and skill, are fit for purpose, and are delivered within a reasonable timeframe. Where applicable, remedies such as repair, replacement, cancellation, or refund are available in accordance with the Act.

3) Change‑of‑mind

We don’t offer refunds for change‑of‑mind on services or gifts. NZ law does not require a refund when you simply change your mind or your circumstances change.

4) If something goes wrong — how we put it right

We’re built for reliability. If an issue arises, we’ll triage it promptly and keep it handled end‑to‑end. To help us resolve matters efficiently, please contact us within 7 days of becoming aware of the issue or within 7 days of delivery for gift‑related concerns.

4.1 Services (subscription; sourcing; management; delivery coordination)

If our service doesn’t meet CGA guarantees (e.g., unreasonable delay we caused, failure to manage an occasion as agreed, errors that shouldn’t occur with reasonable care and skill):

• First step (minor issue): We will fix the issue promptly at no cost to you.

• If serious, or not fixable in a reasonable time: You may cancel the affected service and request a refund for the impacted portion in line with the CGA.
  

4.2 Gift items (physical goods)

For faults/defects, damage in transit, or the gift not matching description:

• We will handle the retailer liaison and organise the appropriate repair, replacement, or refund under the CGA, depending on whether the fault is minor or substantial. (We deal with the shop; you don’t have to.)

• When delivery is arranged via a retailer, the retailer remains responsible for delivery until it reaches the recipient; we’ll coordinate resolution.

5) Cancellations of your subscription

Our subscriptions are annual and auto‑renew to keep important dates continuously handled.

5.1 How to cancel

• You can cancel any time from your dashboard or by emailing support@neverforgetti.co.nz.

• Cancellation is effective at the end of the current annual term. (See “Pro‑rata refunds” below.)

• We make cancellation as easy as sign‑up (no hoops, no phone calls required). This aligns with consumer guidance on transparent auto‑renewals and fair cancellation.
  

5.2 Auto‑renewal reminders

• We state auto‑renewal clearly at sign‑up and send a renewal reminder a reasonable time before the next annual charge, with steps to cancel if you don’t want to continue. This reflects Commerce Commission guidance on subscriptions and automatic rollovers.

5.3 Pro‑rata refunds

• Standard position: No pro‑rata refunds for unused time within the annual term (change‑of‑mind isn’t a legal ground for a refund).
  

6) Delivery timing & late or missing gifts

7) Fair Trading Act commitments (no surprises)

• We’ll present pricing and terms accurately, avoid misleading claims, and not misrepresent your CGA rights. (Doing so is prohibited by the FTA.) [legislation.govt.nz]

• We design subscription terms to avoid unfair contract terms, including auto‑renewal traps or excessive notice periods, consistent with FTA/Commerce Commission guidance. [comcom.govt.nz], [comcom.govt.nz]
  

8) How to request a refund (for service failures or faulty gifts)

1. Email support@neverforgetti.co.nz with your order/occasion details and what went wrong.

2. We’ll acknowledge within 2 business days and aim to resolve within 10 business days, keeping you updated.

3. If a refund applies, we will process it to your original payment method within 5–10 business days after approval.

If we can’t resolve an issue, you can seek help through the Disputes Tribunal (claims up to $30,000). [govt.nz]

9) Privacy when you cancel or seek a refund

We handle personal information (yours and recipients’) under the Privacy Act 2020:

• We collect only what’s necessary, keep it secure, and don’t keep it longer than needed (IPP 1, 5, 9).

• You can access or request correction of your info (IPP 6–7).

• If you cancel, we deactivate your account and archive necessary records for legal/accounting reasons, then delete them in line with our retention schedule.

• For any notifiable privacy breach, we’ll follow the Commissioner’s process. [legislation.govt.nz], [privacy.org.nz], [digital.govt.nz]
  

10) Contact

• Email: support@neverforgetti.co.nz

• Response times: Acknowledge within 2 business days; resolve or provide a clear plan within 10 business days.