Refund Policy

Last updated: January 18, 2025

This Refund Policy describes the conditions under which refunds may be requested and processed for services provided by Thrillstories. By purchasing or subscribing to any of our services, you agree to the terms outlined below.

1. General Principles

We are committed to delivering high-quality, personalised service experiences. Because our services involve significant preparation, specialist time, and resource allocation prior to and during delivery, refund eligibility is subject to the conditions described in this policy.

All refund requests are reviewed individually and assessed against the criteria set out below. We aim to respond to all refund requests within a reasonable timeframe.

2. Eligibility for Refunds

A refund may be considered under the following circumstances:

The service was not delivered as described at the time of purchase.
A technical failure or error on our part prevented you from accessing or receiving the service.
You submitted a cancellation request within the eligible cancellation window as defined in Section 4.
Duplicate charges were made for the same service or subscription period.

Refunds will not be issued in the following circumstances:

The service has been fully delivered and completed.
You changed your mind after the service was rendered.
The cancellation request was submitted outside the eligible window.
The issue arose from circumstances outside our reasonable control, including but not limited to connectivity problems on your end, third-party platform failures, or force majeure events.
Partial use of a service package or subscription period.

3. Service-Specific Conditions

3.1 One-Time Service Bookings

For individually booked services, a full refund is available if the cancellation is made no less than 72 hours before the scheduled service date and time. Cancellations made between 24 and 72 hours prior to the scheduled time may be eligible for a partial refund of up to 50% of the total amount paid. No refund will be issued for cancellations made less than 24 hours before the scheduled service.

3.2 Subscription-Based Services

If you are subscribed to a recurring service plan, you may cancel your subscription at any time. Cancellation will take effect at the end of the current billing period. No refunds are issued for the unused portion of an active billing period unless a technical failure on our part prevented access to the service during that period.

3.3 Packages and Bundled Services

Packages that combine multiple services are treated as a single purchase. Refunds for partially used packages are assessed on a case-by-case basis. The value of any services already rendered will be deducted from any eligible refund amount.

4. Cancellation Window

The standard cancellation window for eligibility of a full refund is 72 hours from the time of confirmed booking or purchase, provided the service has not yet commenced. Requests submitted after this window will be assessed under the partial refund conditions described above.

5. How to Request a Refund

To submit a refund request, please contact us using the details below and include the following information:

Your full name and contact email address used at the time of booking.
The date of purchase or booking confirmation.
A description of the service purchased.
The reason for your refund request.
Any supporting documentation or evidence where applicable.

Refund requests can be submitted by email to help@thrillstories.pro or by post to 12 Hereford Street, Christchurch Central City, Christchurch 8013, New Zealand.

6. Processing Timeline

Once a refund request is received, we will acknowledge it within 2 business days. A decision will be communicated to you within 7 business days of receipt. Approved refunds will be processed to the original payment method within 10 business days of approval. Processing times may vary depending on your payment provider.

7. Partial Refunds

Where a full refund is not applicable, a partial refund may be offered at our discretion. The amount will reflect the proportion of the service not yet delivered or the value of the unused portion of the engagement. Partial refund calculations are made transparently and communicated to you in writing.

8. Non-Refundable Items

The following are explicitly non-refundable under any circumstances:

Administrative or processing fees charged at the time of booking.
Any third-party costs incurred on your behalf as part of service preparation.
Complimentary or promotional services provided at no charge.
Services delivered in full and accepted by the client without dispute at the time of delivery.

9. Disputes and Escalations

If you are not satisfied with the outcome of your refund request, you may escalate the matter by writing to us at help@thrillstories.pro with the subject line "Refund Dispute". We will review the matter at a senior level and provide a final written response within 14 business days.

We encourage all clients to contact us directly before initiating any external dispute resolution process, as the majority of concerns can be resolved through direct communication.

10. Amendments to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective upon publication on our website. The date at the top of this page reflects the most recent revision. Continued use of our services following any update constitutes acceptance of the revised policy.

For any questions regarding this policy, please contact us at help@thrillstories.pro or by phone at +64 6 758 8655.