Return Policy

Introduction

This Return Policy outlines the terms and conditions for refunds, cancellations, and returns related to services provided by PoolShift, operating as Shyxaroniz, located at 5G/6 Princes Street, Auckland CBD, Auckland 1010, New Zealand. This policy applies to all memberships, session bookings, multi-visit passes, and other services purchased from our facility or through our website at shyxaroniz.ddd.

We are committed to providing quality aquatic experiences and fair policies for our members and visitors. Please read this policy carefully to understand your rights and obligations regarding refunds and cancellations. By purchasing our services, you acknowledge and agree to the terms outlined in this Return Policy.

This policy complies with the Consumer Guarantees Act 1993 and other applicable New Zealand consumer protection legislation.

General Refund Principles

As PoolShift provides aquatic services rather than physical products, our return policy differs from traditional retail returns. Services are generally non-refundable once delivered or when access has been granted. However, we recognize certain circumstances where refunds may be appropriate and will handle each situation fairly and in accordance with consumer law.

All refund requests must be submitted in writing via email to team@shyxaroniz.world or in person at our facility. Requests should include your full name, membership or booking reference number, date of purchase, reason for the refund request, and any supporting documentation.

Refunds, when approved, will be processed to the original payment method within 10 business days of approval. Please allow additional time for your financial institution to process the refund to your account.

Membership Refunds

Monthly Unlimited Membership

Monthly memberships are paid on a recurring monthly basis and can be cancelled at any time with 30 days written notice. Cancellation takes effect at the end of your current billing cycle, and no refund is provided for the final month as services remain available until the membership expires.

If you have not used your monthly membership at all during the current billing cycle and request cancellation within the first 7 days of that cycle, a pro-rated refund may be issued at our discretion.

Monthly membership fees are non-refundable if the membership has been used during the billing period, as you have already accessed the services provided.

Annual Membership

Annual memberships are paid in full for a 12-month period and provide significant savings compared to monthly memberships. Due to the discounted rate and commitment period, annual memberships are generally non-refundable after the 7-day cooling-off period.

Within 7 days of purchase, if you have not used your annual membership, you may request a full refund. After this period, refunds will not be issued except in exceptional circumstances such as:

• Serious medical conditions that prevent pool usage, supported by medical documentation
• Relocation to a location more than 50 kilometers from our facility, with proof of address change
• Facility closure for an extended period exceeding 30 consecutive days

In exceptional circumstances, refunds for annual memberships will be calculated on a pro-rated basis, deducting the value of months used at the standard monthly membership rate, plus a $50 administrative fee. The refund amount will be the remaining balance, if positive.

Membership Freeze Option

Annual members may freeze their membership for up to 2 weeks per year for travel, temporary illness, or other personal circumstances. Freezing extends your membership period by the freeze duration. This option is often preferable to cancellation as it preserves your membership benefits without requiring a refund.

Multi-Visit Pass Refunds

Our 10-visit passes are valid for 3 months from the date of purchase and provide a discounted rate compared to single-visit pricing. Refund terms for multi-visit passes are as follows:

• Within 7 days of purchase: Full refund available if no visits have been used
• After 7 days with unused visits: Refund available for unused visits only, minus a $20 administrative fee
• After expiry date: No refunds available for expired passes
• Partially used passes: Refunds calculated based on unused visits at single-visit rates, minus the administrative fee

Refund amounts for partially used passes are calculated as follows: (Number of unused visits × Single visit rate) - Administrative fee - Amount paid for pass. If this calculation results in a negative amount, no refund is due.

Multi-visit passes are transferable within families during the validity period. If you can no longer use your pass, consider transferring remaining visits to family members rather than requesting a refund.

Single Session Refunds

Single session bookings for Relaxation Sessions, Active Training, or Open Swim are subject to the following refund and cancellation terms:

Cancellation by Member

• More than 24 hours before session: Full refund or credit toward future booking
• 12-24 hours before session: 50% refund or full credit toward future booking
• Less than 12 hours before session: No refund, but may reschedule once subject to availability
• No-show without notice: No refund and no rescheduling option

We understand that unexpected circumstances arise. If you have an emergency or urgent situation preventing attendance, please contact us as soon as possible. We will review each case individually and may offer alternatives even if the standard cancellation window has passed.

Cancellation by PoolShift

If we need to cancel or reschedule your booking due to facility maintenance, staffing issues, or other operational reasons, you will receive:

• Immediate notification via email and phone
• Option to reschedule to an alternative time slot at no charge
• Full refund if rescheduling is not suitable
• For Active Training sessions, additional compensation in the form of a complimentary session if cancellation occurs with less than 12 hours notice

Facility Closure Refunds

In the event of temporary facility closures due to maintenance, equipment failure, public health orders, natural disasters, or other unforeseen circumstances, the following policies apply:

Short-Term Closures (1-7 days)

For closures of 7 days or less, membership periods will be automatically extended by the number of closure days. No refunds are provided for short-term closures as access is restored through the extension period.

Medium-Term Closures (8-30 days)

For closures between 8 and 30 days, members have the following options:

• Membership extension equal to the closure period
• Pro-rated credit toward future purchases
• Membership freeze without counting toward annual freeze allowance

Extended Closures (Over 30 days)

For closures exceeding 30 consecutive days, members are entitled to:

• Pro-rated refund for the closure period
• Option to maintain membership with full extension of membership period
• Option to cancel membership without penalty and receive refund for unused portion

We will communicate closure information and available options promptly via email, phone, and notices on our website.

Service Quality and Consumer Rights

Under the Consumer Guarantees Act 1993, you have rights regarding the quality and fitness of services provided. If our services fail to meet guaranteed standards, you may be entitled to a remedy including:

• Having the service provided again at no additional cost
• Receiving compensation for the drop in value below the price paid
• Receiving a refund if the failure is substantial and cannot be remedied

Examples of service failures that may warrant refunds or compensation include:

• Pool temperature significantly outside the stated range without prior notice
• Facility cleanliness or safety standards not maintained
• Advertised amenities or equipment not available for extended periods
• Instructor-led sessions substantially different from descriptions
• Repeated booking or access issues caused by our systems

If you believe our services have not met acceptable standards, please report the issue immediately so we can address it. We will investigate complaints thoroughly and provide appropriate remedies.

Payment Disputes and Chargebacks

If you dispute a charge with your credit card company or bank (initiate a chargeback) without first contacting us to resolve the issue, we reserve the right to:

• Suspend your membership or facility access immediately
• Pursue collection of legitimately owed amounts
• Charge an administrative fee for processing the dispute if the chargeback is found to be invalid

We strongly encourage you to contact us directly before initiating payment disputes. We are committed to resolving billing issues fairly and promptly. Most concerns can be addressed through direct communication without the need for chargebacks.

If you notice an incorrect charge, duplicate charge, or unauthorized transaction on your account, please notify us immediately at +64273492520 or team@shyxaroniz.world. We will investigate and correct genuine errors promptly.

Non-Refundable Items and Services

The following items and services are non-refundable under all circumstances:

• Membership joining fees or administrative fees when applicable
• Services already consumed or facilities already accessed
• Promotional or discounted memberships purchased during special offers (unless required by law)
• Guest passes that have been used or distributed
• Fees for missed sessions without proper cancellation notice
• Memberships or passes transferred from another person
• Purchases made more than 60 days ago (outside our standard refund consideration period)

Medical and Emergency Circumstances

We recognize that serious illness, injury, or emergency situations may prevent you from using your membership or scheduled sessions. In such cases, we will work with you to find a fair solution.

For medical circumstances, please provide:

• Written medical documentation from a licensed healthcare provider
• Specification of the condition and expected duration of inability to use facilities
• Your preferred resolution (refund, membership freeze, or extension)

We handle medical information with strict confidentiality in accordance with privacy laws. Documentation should be submitted directly to management rather than general staff.

For temporary medical conditions, membership freeze is often the most suitable option, preserving your membership benefits for when you are able to return. For permanent conditions preventing pool usage, we will consider pro-rated refunds even outside standard refund windows.

Refund Processing

When a refund is approved, the following process applies:

• Notification: You will receive written confirmation of the approved refund amount and expected processing time
• Processing time: Refunds are processed within 10 business days of approval
• Refund method: Refunds are issued to the original payment method used for purchase
• Bank processing: After we process the refund, please allow 3-7 business days for your financial institution to credit your account
• Alternative methods: If the original payment method is no longer valid, we can issue refunds via bank transfer with your account details

You will receive email confirmation when the refund has been processed on our end. If you do not see the refund in your account within the expected timeframe, please contact your financial institution first, as processing times vary by bank.

Credits and Store Value

In some situations, we may offer credit toward future purchases instead of a cash refund. Credits provide flexibility and often avoid processing delays associated with refunds.

Terms for credits include:

• Credits are valid for 12 months from the date of issue
• Credits can be applied to any of our services including memberships, sessions, or passes
• Credits are non-transferable and tied to your account
• Unused credits after 12 months expire without refund
• Credits cannot be exchanged for cash

You can check your credit balance by contacting our facility or through your member portal if you have an online account.

Gift Certificates and Promotional Offers

Gift certificates and promotional offers have specific terms:

• Gift certificates are valid for 12 months from the date of purchase
• Gift certificates are non-refundable but can be transferred to another person
• Promotional discounts cannot be refunded as cash value
• Special promotional memberships may have different cancellation terms specified at time of purchase
• Promotional codes cannot be combined or applied retroactively

Dispute Resolution

If you disagree with a refund decision or have concerns about how your case was handled, we encourage you to:

1. Contact our management team to discuss your concerns in detail
2. Provide any additional information or documentation that may support your case
3. Request a review of the decision by senior management

We are committed to fair treatment and will carefully review all appeals. Most disputes can be resolved through open communication and mutual understanding.

If you remain unsatisfied after exhausting our internal review process, you may contact:

• Disputes Tribunal: For claims up to $15,000 or $20,000 with agreement
• Commerce Commission: For concerns about business practices or consumer rights violations
• Consumer Protection: For advice on your rights under New Zealand consumer law

Changes to This Policy

We reserve the right to modify this Return Policy at any time to reflect changes in our business practices, services, or legal requirements. Changes will be posted on our website with an updated "Last Updated" date.

Changes to this policy do not apply retroactively to purchases made before the modification date. The policy in effect at the time of your purchase governs your refund rights for that transaction.

Significant changes affecting member rights will be communicated via email to active members and posted prominently at our facility.

Contact Information for Refund Requests

To request a refund or discuss cancellation options, please contact us:

Our office hours for refund inquiries are Monday-Friday, 9:00 AM - 5:00 PM. We aim to respond to all refund requests within 2 business days.