Payments, Refunds & Cancellations Policy

This policy outlines how The Bat Co Lab manages payments, refunds, and cancellations for our products, services, and public participation programmes.

By making a purchase, booking, or applying to participate in one of our programmes, you agree to the terms outlined below.

1. Payments

We accept payment for goods and services via secure third-party payment gateways (such as Stripe or PayPal) integrated into our website.

You may be required to pay for:

  • Bat detectors, accessories or postage

  • Workshops, training sessions, or events

  • Consultancy services (e.g. acoustic analysis, reporting)

  • Other bat-related merchandise or resources

All prices listed are in New Zealand Dollars (NZD) and include GST unless otherwise stated.

Payment is required in full at the time of booking or purchase, unless a separate invoicing arrangement has been agreed in writing.

2. Refunds and Returns

We offer refunds under the following circumstances:

A. Public Participation (e.g. Detector purchases)

  • We offer a money-back guarantee if you notify us of your desire to return within 7 days of receipt and return your detector within 14 days of receipt. To receive a refund, it must be in it’s original condition, packaging and contain all cables and associated elements.

  • If your detector arrives faulty or damaged, you must notify us within 3 days of receipt, and we will organise a replacement or refund.

B. Workshops & Events

  • Full refund if cancelled more than 7 days before the scheduled event.

  • No refund if cancelled within 7 days of the event, or for non-attendance.

C. Other Physical Products (e.g. Merchandise or resources)

  • Refunds are available for faulty or damaged items.

  • Please notify us within 7 days of delivery with photo evidence and we’ll arrange a replacement or refund.

  • We do not offer change-of-mind refunds.

D. Consultancy Services

  • Refunds are not typically offered once work has commenced.

  • If a project is cancelled prior to the agreed start date, a partial refund may be available depending on preparation work completed.

3. Cancellations or Rescheduling

If we must cancel a programme, event, or service (e.g. due to weather, illness, or operational constraints), we will offer:

  • A rescheduled date where possible, or

  • A full refund if rescheduling is not suitable

4. Damaged or Lost Equipment

For any detector or equipment loans:

  • Participants are responsible for the safe return of all items.

  • If equipment is returned damaged or incomplete, we may charge a replacement or repair fee.

  • If equipment is not returned, we reserve the right to charge the full replacement value.

5. How to Request a Refund

To request a refund or cancellation, email us at hello@thebatcolab.co.nz with:

  • Your name

  • Order number or booking details

  • Reason for the request

We aim to respond within 3 business days.

6. Contact Us

If you have questions about this policy or need support with a payment, refund, or booking issue, please contact:

The Bat Co Lab
Email: hello@thebatcolab.co.nz
Website: https://www.thebatcolab.co.nz