1. Purpose
This Refund & Cancellation Policy explains the responsibilities of Organisations and Participants when payments, registrations, bookings, memberships, donations, products, services, events, or activities are managed through the FlockPack platform. FlockPack provides technology and payment facilitation tools only. Refund decisions are generally made by the Organisation receiving the payment unless otherwise required by law.
2. FlockPack's Role
FlockPack acts as a software platform and is not:
- The organiser of events or activities
- The provider of products or services
- The recipient of donations
- The owner of memberships
- A payment institution
- A financial intermediary
Any payment made through FlockPack is a transaction between the Participant and the Organisation operating the FlockPack account.
3. Organisation Refund Policies
Each Organisation is responsible for establishing and publishing its own refund, cancellation, exchange, and transfer policies.
Organisations are responsible for:
- Responding to refund requests
- Determining refund eligibility
- Processing approved refunds
- Managing cancellations
- Communicating refund decisions to Participants
Participants should review the Organisation's refund policy before making a payment.
4. Event Registrations and Tickets
Unless otherwise stated by the Organisation:
Participant Cancellation
Participants may request cancellation directly from the Organisation.
The Organisation may:
- Provide a full refund
- Provide a partial refund
- Offer event credit
- Permit ticket transfers
- Decline refunds where permitted by law
Event Changes
If an event is:
- Rescheduled
- Relocated
- Modified
the Organisation will determine whether refunds, credits, or transfers are available.
Event Cancellation
If an Organisation cancels an event, the Organisation is responsible for determining and processing any refunds.
FlockPack is not responsible for event cancellations or refund decisions.
5. Memberships
Membership fees may be non-refundable unless:
- Required by law
- Stated otherwise by the Organisation
- Approved by the Organisation
Membership cancellation requests should be submitted directly to the Organisation managing the membership.
6. Donations
Donations are generally non-refundable.
Refunds for donations may be considered where:
- A payment was made in error
- Duplicate donations were processed
- A technical error occurred
- Required by applicable law
Donation refund requests must be submitted directly to the Organisation receiving the donation.
7. Products and Services
Where Organisations offer products, food items, merchandise, services, programme fees, or other offerings through FlockPack:
- Refund eligibility is determined by the Organisation.
- Product quality concerns should be raised directly with the Organisation.
- Service disputes should be addressed with the Organisation.
- FlockPack does not assess product quality, suitability, safety, or service performance.
8. Competitions and Programmes
Refunds relating to competitions, classes, workshops, camps, programmes, and community activities are determined by the Organisation conducting the activity.
Refunds may not be available after:
- Competition entry submission
- Programme commencement
- Attendance at an activity
- Delivery of competition materials
unless otherwise stated by the Organisation or required by law.
9. Payment Errors
Refunds may be available for:
- Duplicate transactions
- Multiple accidental payments
- Technical processing errors
- Incorrect charge amounts resulting from platform errors
Participants should contact both the Organisation and FlockPack as soon as possible after discovering the issue.
FlockPack may investigate technical payment issues and assist with resolution where appropriate.
10. Platform Fees
Where FlockPack charges:
- Subscription fees
- Platform fees
- Transaction fees
- Service fees
such fees are generally non-refundable unless:
- Required by New Zealand law
- A billing error has occurred
- FlockPack expressly agrees otherwise
11. Chargebacks and Payment Disputes
Participants should attempt to resolve refund disputes directly with the Organisation before initiating a chargeback through their bank or payment provider.
Where a chargeback is initiated:
- The Organisation may be required to provide supporting documentation.
- FlockPack may provide transaction records where required.
- The final decision remains with the relevant payment provider or financial institution.
FlockPack is not responsible for chargeback decisions made by banks or payment processors.
12. New Zealand Consumer Law
Nothing in this Policy excludes, restricts, or limits any rights or remedies available under:
- Consumer Guarantees Act 1993
- Fair Trading Act 1986
- Privacy Act 2020
- Any other applicable New Zealand laws
Where applicable legislation grants consumers rights to refunds or remedies, those rights will prevail.
13. Requesting a Refund
Participants should first contact the Organisation that received the payment.
Where assistance is required regarding a technical payment issue, Participants may contact:
Email: support@flockpack.com
Refund requests should include:
- Full name
- Transaction reference
- Payment date
- Amount paid
- Reason for the request
Additional information may be requested to verify the transaction.
14. Limitation of Responsibility
FlockPack is not responsible for:
- Refund decisions made by Organisations
- Event cancellations
- Event postponements
- Product quality
- Service quality
- Competition outcomes
- Programme outcomes
- Membership disputes
- Donation usage
- Product delivery failures
These matters remain the responsibility of the Organisation operating the account.
15. Changes to this Policy
FlockPack may update this Refund & Cancellation Policy from time to time.
Updated versions will be published on the FlockPack website and become effective upon publication unless otherwise stated.
Continued use of the Services constitutes acceptance of any updated version.
16. Contact Us
FlockPack NZ Limited
Website: https://www.flockpack.com
Email: support@flockpack.com
For questions regarding this Refund & Cancellation Policy, please contact support@flockpack.com.