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This Return Policy outlines the terms and conditions governing refunds, cancellations, and exchanges for all Move Every Day challenge products purchased from Kneemuscleox through kneemuscleox.world. We are committed to fair and transparent policies that respect both our members and the digital nature of our challenge packages.
Because Kneemuscleox products are primarily digital services delivered electronically, including tracking dashboards, video guides, community forum access, and motivational communications, our return policy differs from policies applicable to physical goods. Please read this policy carefully before enrolling in any challenge package.
This Return Policy forms part of our Terms of Use and should be read in conjunction with those terms and our Privacy Policy. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection legislation.
This Return Policy applies to all challenge products offered by Kneemuscleox, including:
Any future challenge products introduced by Kneemuscleox on kneemuscleox.world will be subject to the terms of this policy unless otherwise stated at the time of purchase.
Under the Consumer Guarantees Act 1993, services supplied by Kneemuscleox must be carried out with reasonable care and skill, be fit for any particular purpose you made known to us, be completed within a reasonable time, and be charged at a reasonable price. If our challenge products fail to meet these guarantees, you may be entitled to a remedy, which may include a refund, depending on the nature and severity of the failure.
If you believe a Kneemuscleox product does not meet consumer guarantees, please contact us promptly with details of the issue. We will investigate your concern and work with you to find an appropriate resolution in accordance with New Zealand law.
If you purchase a Kneemuscleox challenge product and have not yet accessed any digital materials, tracking dashboard, video guides, or community forum features, you may request a full refund within seven calendar days of your enrollment confirmation date. This cooling-off period allows you to reconsider your purchase before engaging with the digital content.
To qualify for a cooling-off refund, you must not have logged any activity data, downloaded any challenge materials, or participated in any group check-in sessions associated with your purchased product. Refund requests made after accessing digital content will be evaluated under the general refund conditions described below.
Kneemuscleox will issue a refund in the following circumstances:
Refunds will generally not be provided in the following circumstances:
In certain circumstances, Kneemuscleox may offer a partial refund at our discretion. Partial refunds may be considered when:
Partial refund amounts are calculated based on the proportion of the challenge period remaining, the extent of digital content accessed, and any administrative costs incurred by Kneemuscleox. Partial refunds for the Annual Club Pass are calculated on a pro-rata basis minus a $25 NZD administrative fee.
If you wish to cancel your enrollment before your scheduled challenge start date, contact Kneemuscleox as soon as possible. Cancellations made at least forty-eight hours before the start date are eligible for a full refund, provided no digital materials have been accessed. Cancellations made less than forty-eight hours before the start date may be subject to a $10 NZD administrative fee.
Once your challenge has commenced, cancellation does not automatically entitle you to a refund. Your access to tracking tools and community features will continue for the duration of your purchased product unless your account is terminated for terms violations. If you wish to discontinue participation, you may simply stop using the services without requesting a refund.
Annual Club Pass memberships may be cancelled at any time by contacting our team. Cancellation stops automatic renewal if applicable but does not entitle you to a refund for the remaining membership period unless eligible under the partial refund provisions above. Access to all Annual Club Pass benefits continues until the end of the paid twelve-month period.
If you enrolled in the wrong Kneemuscleox challenge product, you may request an exchange for a different package before your challenge start date or within the seven-day cooling-off period, provided you have not accessed digital content for the originally purchased product. Exchanges are subject to price differences being settled at the time of exchange.
For example, if you purchased the 30-Day Step Streak ($34 NZD) but intended to purchase the Weekly Movement Bundle ($52 NZD), we will exchange your enrollment upon payment of the $18 NZD difference. Downgrade exchanges, such as from the Annual Club Pass to a single challenge, are handled as cancellations with applicable refund terms rather than direct exchanges.
To request a refund, cancellation, or exchange, contact Kneemuscleox using one of the following methods:
Please include the following information in your request:
We aim to acknowledge all refund requests within two business days and provide a decision within ten business days. Complex cases may require additional time, and we will keep you informed of the progress.
Approved refunds are processed to the original payment method used for the purchase. Processing times depend on your financial institution and typically take five to ten business days after approval. Kneemuscleox is not responsible for delays caused by banks or payment processors.
Upon refund approval, your access to the relevant challenge product, tracking dashboard, community forum, and associated digital materials will be revoked. Completion badges or certificates issued prior to refund may no longer be valid for display or reference.
We encourage you to contact Kneemuscleox directly to resolve any billing concerns before initiating a chargeback with your bank or payment provider. Chargebacks initiated without first attempting to resolve the issue with us may result in suspension of your account and access to all Kneemuscleox services pending investigation.
We will cooperate fully with payment providers during chargeback investigations and provide relevant transaction records and communication history. Fraudulent chargeback claims may be referred to appropriate authorities.
Kneemuscleox reserves the right to cancel or reschedule group walks, seasonal events, and live check-in sessions due to weather conditions, safety concerns, insufficient enrollment, or other circumstances beyond our control. If an event included in your purchased product is cancelled and cannot be rescheduled, affected members will be offered alternative arrangements or a pro-rata credit toward future products at our discretion.
Event cancellations do not entitle Annual Club Pass holders or other members to a full product refund unless the cancelled event was the sole feature of their purchased package.
Kneemuscleox reserves the right to update this Return Policy at any time. Changes will be posted on this page with an updated revision date. Policy changes apply to purchases made after the effective date of the change. Purchases made before a policy change remain subject to the policy in effect at the time of purchase, except where required by law.
For refund requests, cancellation enquiries, or questions about this Return Policy, please contact Kneemuscleox:
5G/6 Princes Street, Auckland CBD, Auckland 1010, New Zealand
Phone: +64273492520
contact@kneemuscleox.world
Website: kneemuscleox.world