TERMS & CONDITIONS

Welcome 

At Aroha Love Limited we are committed to providing a safe, respectful and confidential environment for all clients. Your privacy and wellbeing are important to us.

Bookings & Appointments

Private therapy, Gong Yoga Nidra sessions, ceremonies, and ACC appointments are by confirmed booking only through our online booking system.

Please arrive on time for your appointment. Late arrival may reduce the length of your session to avoid impacting subsequent bookings.

Payment

Payment is due at the completion of your appointment unless another arrangement has been agreed in advance.

Gift vouchers are non-refundable except where required by New Zealand law.

We currently use card capture at the time of booking to support contactless payment at the end of your session. No payment is taken from your card unless you cancel within our cancellation policy time or do not show to your appointment. Some online booking sessions require full payment at the time of booking. 

All prices are in $NZD and include GST of 15%. Freight is additional and includes GST of 15%. 

Cancellations, Rescheduling & Late Arrivals

We require at least 24 hours' notice if you need to cancel or reschedule.

More than 24 hours' notice – no cancellation fee.
Less than 24 hours' notice or failure to attend – 100% of the appointment fee.
ACC cancellations less than 24 hours' notice or failure to attend - appointment is void and cannot be rescheduled. 

As cancellations and no-shows have significant impact on us, we need to enforce our cancellation policy and trust you understand our need to do so.

Unpaid accounts may be referred to a debt collection agency. Where permitted by law, reasonable debt recovery costs may be added to the outstanding balance.

Aroha Gong Yoga Nidra classes require at least 24 hours' notice for cancellation. Cancellations made within 24 hours are non-refundable.

Preparing for Your Appointment 

To help you enjoy the most relaxing and beneficial treatment possible, we kindly ask that you arrive prepared for your session.

Personal hygiene: Please shower or bathe before your appointment where possible. This is a simple courtesy that helps create a comfortable and enjoyable experience for both you and your therapist.

Fragrances: Please avoid wearing strong perfumes, colognes or heavily scented body products, as these can be overwhelming in our treatment rooms and may affect clients or practitioners with sensitivities.

Food and beverages: We recommend eating a light meal at least 2 hours before your appointment and avoiding alcohol immediately beforehand. Limiting caffeine prior to your session may also help you relax more deeply and receive the full benefit of your treatment.

Sickness: If you are experiencing a contagious illness (including cold or flu symptoms, vomiting, diarrhoea or fever), please contact us to reschedule or cancel your appointment. This helps protect the health and wellbeing of our clients and practitioners. Our 24-hour cancellation policy remains in effect.

Thank you for your understanding and consideration in helping us maintain a calm, welcoming and respectful environment for everyone.

Health, Wellbeing, Participation, & Responsibility

Creating a Peaceful Environment

Many of our offerings—including Gong Yoga Nidra, Sound Healing and Meditation—take place in quiet, shared spaces. We ask all participants to consider the comfort of others attending.

By attending an Aroha Love Limited class, workshop or retreat, you confirm that you are fit to participate.

If you have an injury, have a contagious illness, medical condition (including open wounds), respiratory illness, feeling unwell, mobility limitation, persistent coughing, have experienced recent surgery, or any other condition that may affect your participation or the experience of others, please contact us before booking. 

We will do our best to determine whether the session is suitable or whether an alternative option would better support your needs.

Where necessary, we reserve the right to ask a participant not to attend or to recommend a private session instead. We reserve the right to decline or postpone attendance where we believe participation may present a risk to your health, the safety of others, or significantly impact the shared experience.

Health disclaimer:

Our practitioners do not diagnose medical conditions or prescribe medication.

Retreats (NZ & International)

Aroha Retreats (New Zealand)

Booking - A non-refundable, non transferable $100 booking fee is required for all attendees prior to the retreat, with full payment required 2 weeks prior to the retreat/workshop. Cancellation within 2 weeks (New Zealand retreats) results in a no refund policy. 

Transfers - We can accept one date change (transferring your deposit), and transfer you to a future workshop date.  Deposits can only be made transferable to another workshop.

Retreat Cancellations

8 weeks plus before the start of your retreat: 100% refund, minus the deposit.
4 to 8 weeks before the start of your retreat: 50% refund, minus the deposit.
2 weeks before the start of your retreat: 0% refund will be given.

You may cancel your Aroha Retreat at any time provided that the cancellation is made by the person submitting the booking and is communicated to us in writing. Cancellation will take effect from the day that the written request is received by us.

Once your Aroha retreat has commenced, no refund or part refund or unused portion of your retreat will be repaid in the event of cancellation by you.

International Aroha Retreats (Guatemala)

A non-refundable, non-transferable $250 USD deposit is required to secure your place on the retreat. 

Due to teacher cancellations or any other situations outside our control, we reserve the right to make any changes to our programme, courses or teachers. Alternative arrangements will be offered.

Participants attend retreats at their own risk. Aroha Love Limited will take reasonable care in organising and delivering retreats but is not responsible for losses, travel disruptions or events beyond our reasonable control. Nothing in these Terms limits any rights you may have under New Zealand law.

Comprehensive travel insurance is strongly recommended and should include cover for medical expenses, cancellations, travel delays and repatriation where applicable.

Passports, visas and health/medical requirements: you are responsible for ensuring that you have a valid passport and any necessary visas, as well as any necessary or required inoculations or other health requirements.

Last-minute bookings must be paid for “in full” at the time of booking.

Aroha gift voucher terms & conditions:

Please adhere to the above cancellation policy for all vouchers.

As of 16 March 2026, all Aroha Love gift vouchers are issued with a minimum expiry period of three (3) years from the date of purchase, in accordance with the Fair Trading (Gift Card Expiry) Amendment Act 2024. This legislation requires that gift cards and vouchers sold in New Zealand must have an expiry date of no less than three years from the date of sale.

The expiry date will be clearly stated on the voucher or accompanying documentation. Gift vouchers must be redeemed before the expiry date. Expired vouchers cannot be redeemed or extended.

Gift vouchers are non-refundable and not redeemable for cash.

Use of Gift Vouchers

Gift vouchers may be redeemed for services, treatments, retail products, or experiences offered by Aroha Love at the time of redemption. Bookings are subject to availability and we recommend scheduling appointments in advance.

Business Relocation

If Aroha Love relocates within New Zealand during the validity period of the voucher, the voucher will remain valid and redeemable at the new business location.

Business Closure

In the unlikely event that Aroha Love permanently closes or ceases trading before a voucher is redeemed, the voucher may no longer be redeemable. Gift vouchers are considered prepayment for future services, and redemption is dependent on the business continuing to operate.

Lost or Stolen Vouchers

Please treat gift vouchers like cash. We cannot replace lost or stolen vouchers.

Changes to Terms

Aroha Love reserves the right to update or amend these terms where necessary to comply with changes in New Zealand consumer law.

Aroha Online Store 

Payments are processed securely through Shopify and our approved payment providers.

By accepting the terms set forth in this document, you agree for us to debit your credit card the amount shown in your basket. At Aroha your health and happiness is our number one priority. We will endeavour to make shopping online with Aroha pleasurable and easy.

If your candles or products are delayed or out of stock, we will inform you immediately via email or the phone number you provide. If your goods should arrive to you in a damaged condition, please contact us immediately, our insurance policy requires a photograph of the goods and the packaging with damage. In the event that you receive a damaged product, a replacement will be dispatched (subject to availability) once we sight the product. 

Shipping & Delivery   

Please note: If your order is over $225 we are happy to provide complimentary freight for your delivery.

We will process your order as soon as possible within standard business hours. Please choose carefully your shipping option. If the wrong shipping option is provided we reserve the right to charge additional shipping where applicable.

Courier Delivery Option: Couriered delivery orders are processed and dispatched from our premises in Grey Lynn, Auckland for delivery within 2-5 business days. We use PostHaste or NZ Post Couriers to deliver to locations within New Zealand only. Our freight rates (urban $8 and rural $13) include the packaging and preparation of your item. We will email you a confirmation once your order has been dispatched, including your tracking number. Please supply us with a physical address, such as a workplace, where there will be someone present to sign for your item between the delivery hours of 9am - 5pm weekdays.

Digital Delivery Option: Digital delivery orders (e-vouchers) are processed and dispatched via email during our business trading hours. If digital delivery is selected on an order that is placed outside of our business trading hours then the digital delivery will take place during our next scheduled business trading day.

While Aroha Love Ltd cannot be held responsible for delays or non-delivery caused by third-party courier or postal services, we are committed to helping you resolve any delivery issues. If your order is delayed or has not arrived, please contact us and we will work with you and the delivery provider to assist in locating your parcel and resolving the matter as quickly as possible.

Aroha Love Limited reserves the right to amend these Terms and Conditions at any time. These Terms do not affect consumer statutory rights.  

Security

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

General

We reserve the right to make changes to these terms and conditions at any time with changes being placed on our website. Customers will not be personally contacted. Check our website for updates prior to your visit. Customers will be required to accept and comply with any updates to the terms and conditions as part of their booking and/or visit to Aroha Love.

All information contained on this website, including but not limited to – imagery, graphics, text, product details, logos, and text is for the exclusive use of Aroha Love and may not be copied, altered, or reproduced without our prior written permission. 

Limitation of Liability

Except as expressly otherwise provided by the Consumers Guarantees Act (CGA), the FTA (Fair Trading Act) or any other statutory requirement:

If you acquire goods or services from us for business purposes, both parties agree that the transaction is in trade. The goods and services are supplied and acquired in trade, and all warranties, conditions and terms implied by the CGA are excluded to the fullest extent allowed by law. Both parties acknowledge and agree that it is fair and reasonable to be bound by this clause.

Products

Certain products may be available exclusively online through the website. These products may have limited quantities and are subject to return or exchange according to our Return Policy. We have made every effort to display as accurately as possible the images of our products and we reserve the right to correct any errors, inaccuracies or omissions and to change or update information as required.

Modifications to products and pricing

All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of Aroha Love Limited.

We reserve the right to discontinue any product at any time.

Accuracy of billing and account information 

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed. If you choose to pay by internet banking, you agree to make prompt payment immediately after your order is completed.

Refunds & Exchanges

-We accept refunds and exchanges on regular unopened and untarnished items with proof of purchase.
-Sale items and gift vouchers cannot be refunded.
-Gift Vouchers are not redeemable for cash.
-Goods are not sold on a trial basis.
-We reserve the right to deduct an administration fee.
-If your order cannot be fulfilled for whatever reason, you will be offered an alternative or given a full refund.
-Our policy lasts 14 days. If 14 days have gone by since your product purchase, unfortunately we can’t offer you a refund or exchange.
-To be eligible for a return or refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.

Return shipping

If you need to return a product, please contact us first at info@arohalove.co.nz within 14 days of receiving your order so we can assist you with the return process. Products should be returned to:

Aroha Love Limited
3 Maidstone Street
Grey Lynn
Auckland

If a product is faulty, damaged, or does not meet the guarantees provided under the Consumer Guarantees Act 1993, we will reimburse reasonable return shipping costs or arrange return shipping where appropriate.

If you are returning a product due to a change of mind (where we have agreed to accept the return), please ensure the item is returned within 14 days of receipt, is unused, in its original condition, and, where possible, in its original packaging. Return shipping costs for change-of-mind returns are the responsibility of the customer.

We recommend using a tracked courier service, as Aroha Love Limited cannot accept responsibility for items lost or damaged during return transit.

Privacy Policy

We recognise that providing personal information is an act of trust, which we take very seriously.

We are committed to protecting your privacy and for that reason we will only collect, use, disclose, store and otherwise handle your personal and sensitive information that is necessary for us to deliver goods and services to you.

Due to the nature of our business it may be necessary to obtain personal information about you.

We will not collect or use any information you provide in an inappropriate manner.

We will only ask for and use personal information that we reasonably need to conduct our business and we will take all reasonable steps to protect your personal information from misuse, loss, unauthorised access or inappropriate disclosure.

Our collection, storage and use of personal information is governed by our Privacy Policy and the Privacy Act 2020. 

Personal Information

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, Mobile number, address and email address. When you have completed a transaction, we invite you to register which allows us to retain your personal details i.e. your name, email, address and phone number, so that you won't have the tedious job of typing them in each time you buy online.

When you browse our store, we automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

When you provide us with personal information to make a booking or enquiry, complete a transaction, register, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If after you opt-in, you change your mind, you may withdraw your consent at any time, by contacting info@arohalove.co.nz

Disclosure

We may disclose your personal information only if we are required by law to do so or if you violate our Terms of Service.

Questions and Contact
 
If you would like to access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information please contact us info@arohalove.co.nz 

Intellectual Property

Unless otherwise stated, all content on the Aroha Love Limited website, including text, images, graphics, logos, branding, videos, digital resources, course materials, downloadable content, product designs, and the overall design and layout of our website, is owned by or licensed to Aroha Love Limited and is protected by New Zealand copyright and intellectual property laws.

You must not copy, reproduce, modify, distribute, publish, sell, create derivative works from, or otherwise use any of our content, products, or materials without our prior written permission.

Nothing in these Terms grants you any ownership or intellectual property rights in our content, products, services, trademarks, or branding.

Force Majeure

We are not liable for any failure or delay in fulfilling our obligations under these terms if it results directly or indirectly from causes beyond our reasonable control. Including:

Travel delays
Natural disasters
Pandemics
Government restrictions
Airline cancellations

Terms & Conditions Updated: July 2026