Refund Policy

A Legal Disclaimer

Refund Policy

Effective Date: 24 October 2024
Owner: Skyris Limited, trading as Fen's Flora
Address: 32B Perkins Road, Frankton, Queenstown, 9300, New Zealand
Contact: +64 273677985

1. General Refund Policy

At Fen's Flora, we strive to provide high-quality gardening and landscaping services to all our customers. Due to the nature of our services, refunds will be offered only in limited circumstances and at our sole discretion. By engaging our services, you acknowledge and agree to the terms of this refund policy.

2. Non-Refundable Services

All completed services, including but not limited to design, planting, lawn care, and landscaping work, are non-refundable once performed. This includes both one-time services and ongoing maintenance contracts.

Refunds will not be provided for:

Dissatisfaction with services once they have been performed as per the agreed terms.
Changes in personal preferences after the service has been completed.
Services delayed or rescheduled due to weather conditions or other factors beyond our control.
Failure to notify us of changes to the service area, such as underground utilities, or obstructions that impact the service.

3. Deposits and Cancellations

a) Deposits

For large projects or custom work, a deposit of up to 50% of the total quoted cost may be required before work begins. This deposit is non-refundable once we have begun preparing materials or labour for the project.

b) Cancellations

Customers may cancel a scheduled service by providing at least 24 hours’ notice. Any cancellations made with less than 24 hours’ notice will result in forfeiture of any deposit paid and may incur additional charges to cover costs already incurred.

For larger projects requiring custom design, labour, or material sourcing, cancellation after preparation begins will result in forfeiture of the deposit, and additional charges may apply to cover any work or materials already ordered or prepared.

4. Partial Refunds

In the rare case that Fen’s Flora deems a partial refund appropriate, the refund amount will be calculated based on:

The portion of services completed to date.
The cost of materials already used or ordered.
Administrative and operational costs incurred.
The nature of the issue and whether it is covered under our service warranties.

Any refund provided is at the sole discretion of Fen's Flora and may be subject to additional deductions to cover administrative and material costs.

5. Refund Requests

To request a refund, customers must contact Fen's Flora within 48 hours of the service being completed. Refund requests must be made in writing and include a detailed explanation of the reason for the request.

We will review refund requests on a case-by-case basis. Any decision regarding refunds will be final and made solely by Fen’s Flora management.

6. Exclusions and Limitations

Refunds will not be provided in the following circumstances:

If the customer fails to provide access to the service area at the scheduled time, resulting in a delay or inability to complete the service.
If the customer fails to disclose known issues with the site (e.g., underground cables, utilities, or other hazards) and damage occurs as a result.
If dissatisfaction arises from factors outside of our control, such as weather conditions, plant health after installation (unless due to our negligence), or changes in the customer’s preferences after the service has been provided.

7. Governing Law

This refund policy is governed by and construed in accordance with the laws of New Zealand. Any disputes arising from this policy will be subject to the exclusive jurisdiction of the courts of New Zealand.

For any queries regarding this Refund Policy, please contact us at:

Fen’s Flora
32B Perkins Road, Frankton, Queenstown, 9300, New Zealand
+64 273677985