Last updated: 25 June 2026
This policy explains our refund and cancellation terms for the paid parts of FitcationHQ: credits for AI itinerary generation, and our custom itinerary-planning service. It should be read together with our Terms and Conditions and Privacy Policy.
Your Consumer Guarantees Act rights come first
If you are a consumer in New Zealand, you have rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 that cannot be excluded — for example, that our services are carried out with reasonable care and skill. Nothing in this policy limits or excludes those rights. Where a service we provide fails to meet a guarantee that cannot be excluded, you are entitled to a remedy under that law, regardless of the general rules below. The “no refund” rules in this policy apply to change-of-mind and to situations where there is no failure of a consumer guarantee.
Credits
Credits pay for advanced (AI) itinerary generation. One credit allows one advanced generation.
- Credits are non-refundable once purchased. Because credits give you immediate access to a digital service, all credit purchases are final and we do not offer refunds, exchanges, or cash-out of purchased credits, including for unused credits or change of mind.
- Credits have no cash value and cannot be transferred, sold, or exchanged.
- Credits do not expire while your account remains active, and running out of credits never deletes the trips and places you have saved.
- If a generation fails on our side, the credit used for that generation is automatically returned to your balance, so you are not charged for a failed result. A generation that completes successfully but that you simply do not like does not qualify for a credit return — advanced generation is designed to be re-run with adjustments, and each run uses a credit.
- If you believe you were charged in error, or there is a genuine fault with the service (consistent with the Consumer Guarantees Act section above), contact us at admin@fitcationhq.com and we will investigate and put it right.
Before buying credits, you can try basic (non-AI) generation for free, so you can see how the tool works before you pay.
Custom itinerary-planning service
Our itinerary-planning service is a personalised service that we begin working on once you accept our quote and pay.
- Planning fees are non-refundable. Because the service involves dedicated planner time tailored to you, fees for the itinerary-planning service are not refundable once work has begun.
- Revisions instead of refunds. Our Silver, Gold and Platinum services include free revisions (currently two per itinerary), and we work with you to make sure you are satisfied with the result. Please raise any concerns with your itinerary promptly so we can address them.
- Phone consultations booked as a separate paid service are non-refundable once the consultation has taken place; if you need to reschedule, contact us in advance and we will do our best to accommodate you.
- These terms do not affect your non-excludable rights under the Consumer Guarantees Act if the service is not carried out with reasonable care and skill.
Optional booking assistance
Where, as part of a planning engagement, you ask us to help arrange a booking with a third-party supplier (such as accommodation, a tour, a transfer or a flight), different rules apply to the booking itself:
- The supplier’s own cancellation and refund terms govern that booking. Some bookings are non-refundable or only partially refundable. We will clearly tell you the applicable terms before any booking is confirmed and paid for.
- If your plans change after a booking is confirmed, we will work with the supplier to recover as much of any refund as their terms allow, but we cannot guarantee a refund where the supplier does not provide one.
- Our planning fee for arranging the booking remains non-refundable as set out above.
How to contact us
For any refund, cancellation, or billing question, contact us at admin@fitcationhq.com. We will acknowledge your message promptly and work with you in good faith to reach a fair outcome.