Cancellation & Refund Policy
Simple and fair arrangements when plans change or something doesn’t go as expected.
We understand that plans can change. This policy explains how cancellations, rescheduling and refunds are handled for Load & Revive bookings.
1. Cancelling or Rescheduling Your Booking
If you need to cancel or reschedule, please let us know at least 24 hours before your booking where possible.
We’ll do our best to accommodate reasonable changes to your booking.
2. Short-Notice Cancellations
If you cancel with less than 24 hours’ notice, we reserve the right to charge a reasonable cancellation fee, particularly where time, travel, equipment or other resources have already been committed to your job.
A cancellation fee is not automatically charged in every case. Whether a fee applies, and the amount, will depend on the circumstances.
3. No Access or Unable to Complete the Job
If we arrive at the agreed location but cannot access the property or work area, cannot contact you, or cannot carry out the job because of circumstances on the customer's side, we reserve the right to charge a reasonable call-out or cancellation fee.
Whether a charge applies will depend on the circumstances.
4. Weather & Rescheduling by Load & Revive
Some services may need to be postponed because of weather, unsafe conditions, equipment issues or other circumstances outside our reasonable control.
If we need to reschedule, we’ll contact you as soon as reasonably possible and arrange another suitable time.
You will not be charged a cancellation or rescheduling fee when the change is initiated by us.
If you have already paid for work that we are unable to provide and another suitable arrangement cannot be agreed, the applicable payment will be refunded.
5. Deposits
Most jobs do not require a deposit.
For jobs that are larger in size and/or take longer to complete, a deposit may be required. Any deposit requirement and relevant arrangements will be discussed and agreed with you before the job starts.
If a booking involving a deposit is later cancelled, any refund of that deposit will depend on the circumstances, including any costs or resources already reasonably committed to the job and your rights under applicable New Zealand law.
6. Problems With Completed Work
If you have a genuine concern about a service we have completed, please contact us promptly and explain the issue.
We’ll assess the circumstances and, where appropriate, may arrange to correct or complete the work, provide another reasonable solution, or provide a partial or full refund.
Refunds are considered according to the circumstances and are not automatically provided simply because a customer changes their mind after agreed work has been completed.
7. Your Consumer Rights
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under applicable New Zealand law.
8. Contact Us
If you need to cancel or reschedule a booking, have a concern about completed work, or want to discuss a refund, contact us through our usual contact options or email:
contact.loadrevive@gmail.com
Last updated: September 2026
