Refund Policy

1. Subscriptions

• Subscription fees are partially refundable once paid, as they secure ongoing maintenance services and 80% of Helio-Points.

• Clients may cancel with 30 days’ written notice. No partial refunds are issued for unused days within the current billing cycle.

• If Helioscape fails to deliver services without reasonable cause (e.g. staff illness, weather, force majeure excluded), a service credit or partial refund may be offered at Helioscape’s discretion.

2. Call-Out Fees

• Call-out fees are non-refundable, as they cover time, travel, and consultation.

3. Design Services

• Payments for design concepts, renders, or plans are non-refundable once work has commenced.

• If a client cancels before any design work has started, a refund may be issued minus a 15% administration fee.

• Design release fees (if applicable) are strictly non-refundable.

4. Projects & Construction Work

• Deposits paid for landscape projects are non-refundable, as they secure labour, scheduling, and materials.

• If a project is cancelled by the client after commencement, the client remains liable for:

  • All labour completed to date,

  • Any materials purchased or ordered,

  • Any additional costs incurred by Helioscape due to cancellation.

• If Helioscape cancels a project without cause, the client will be refunded in full for any undelivered work.

5. Helio-Points & Rewards

• Helio-Points are not refundable or redeemable for cash.

• If a subscription is cancelled, any unused points are forfeited.

6. Legal Rights

• This policy does not limit the client’s rights under the Consumer Guarantees Act 1993 (NZ) or the Fair Trading Act 1986 (NZ).

• Clients are entitled to a remedy (repair, replacement, or refund) if services are not provided with reasonable care and skill.