Refund Policy for Counting Kiwis

At Counting Kiwis, we are dedicated to providing exceptional sleep support services to ensure your child's sleep is managed with care and expertise. Please carefully review our refund policy before making a purchase or booking a consultation.

Service Appointments:

Payment: Full payment is required at the time of booking to secure your consultation.

Cancellations:

More than 15 Working Days in Advance: Cancellations made more than 15 working days before the consultation will receive a full refund, minus transaction fees.

Less than 15 Working Days Before the Consultation: Cancellations made less than 15 working days before the consultation are not eligible for a refund.

Rescheduling: You may reschedule your consultation once without additional fees, provided the request is made more than 7 working days in advance. Rescheduling requests made within 7 working days of the scheduled start date are subject to availability and may incur an additional fee.

Emergency Exceptions: We understand that emergencies occur. Please contact us as soon as possible if you need to cancel, postpone, or reschedule due to an emergency, and we will handle such cases on an individual basis.

Illness or Critical Events: If illness or critical events arise, we will accommodate and reschedule your consultation as needed.

Guides:

All sales of our guides are final. No refunds will be provided for any guides purchased.

Support Packages:

Postponements: If a support package is postponed for reasons agreed upon by both the Client and Counting Kiwis, the Client forfeits eligibility for a refund from the rescheduled support start date (unless due to medical reasons).

Medical Reasons: If a support package is cancelled due to medical reasons and the Client has received the sleep plan, the support will be postponed to a date agreed upon by both parties.

Cancellation by Counting Kiwis: We reserve the right to cancel any package before the commencement of the consultation if deemed inappropriate for the Client. An alternative package may be suggested, and the price difference refunded, or the full amount refunded if Counting Kiwis or the Client chooses to forfeit the service.

Resuming Packages: Families may resume their 1:1 package within 3 months of cancelling the initial booking, subject to availability. No refunds will be provided.

How to Request a Refund or Cancel a Consultation:

To request a refund, cancel a consultation, or discuss rescheduling, please contact us at hello@countingkiwis.com with your booking details. Include your full name, child's name, consultation date, and reason for cancellation.

Refund Processing Time:

Approved refunds will be processed within 7-10 business days from the date of approval.

Customer Satisfaction Guarantee:

Your satisfaction is important to us. If you have any concerns about the quality of our services or guides, please contact us, and we will do our best to address your concerns.

Liability:

Our services and guides are intended to provide helpful advice and strategies. However, individual results may vary. We do not guarantee specific outcomes and are not liable for any direct or indirect consequences resulting from the use of our services or guides.

Changes to This Policy:

We reserve the right to modify this refund policy at any time. Any changes will be posted on our website, and the revised policy will apply to all purchases made after the date of the update.

We appreciate your understanding and look forward to supporting you.

For any questions about our refund policy, please contact us at hello@countingkiwis.com.