Legal
Complaints Policy
Last updated: 18 June 2026
1. Purpose
This policy explains how to raise a complaint about our services, website, or handling of your personal information. We take all complaints seriously and aim to resolve them fairly and promptly.
2. What you can complain about
- Quality or delivery of movement sessions or digital products
- Billing, cancellations, or refunds
- Privacy or use of your personal information
- Website accessibility or content accuracy
- Conduct of our staff or instructors
3. How to lodge a complaint
Contact us in writing with a clear description of your concern:
Email: hello@antiagevita.world
Post: Antiagevita, 95 Upland Road, Kelburn, Wellington 6012, New Zealand
Phone: +64 22 302 8242
Please include your name, contact details, and any relevant booking or transaction information.
4. Our process
- Acknowledgement: Within 2 business days of receiving your complaint
- Investigation: We will review the matter and may contact you for further information
- Response: A written outcome within 15 business days, or we will advise if more time is needed
- Resolution: Where appropriate, we may offer a refund, credit, rescheduled session, or other remedy
5. Privacy complaints
If your complaint relates to personal information, we will handle it in accordance with Information Privacy Principle 7 of the Privacy Act 2020. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner:
Website: www.privacy.org.nz
Phone: 0800 803 909
6. Consumer disputes
Under the Consumer Guarantees Act 1993, you have rights regarding the quality and fitness of services we provide. If we cannot resolve your complaint, you may contact:
- Disputes Tribunal: For claims up to $30,000 — www.disputestribunal.govt.nz
- Commerce Commission: For matters involving misleading conduct under the Fair Trading Act — www.comcom.govt.nz
7. Record keeping
We retain records of complaints and their resolution for at least 2 years for quality improvement and regulatory purposes.