Payments & Refunds Policy

Purpose

This policy explains how HOW² Te Ako Charitable Trust manages payments for driving lessons and VR training. It ensures transparency, fairness, and compliance with New Zealand consumer and privacy law.

Accepted Payment Methods

We accept the following payment methods:

• Online payments processed through Stripe
• Bank transfer (by prior arrangement)
• Approved invoicing for organisations or funded clients

All payments are processed in New Zealand dollars (NZD).

Stripe as Payment Processor

Stripe processes payments on behalf of HOW² Te Ako Charitable Trust. Stripe manages card authentication, secure processing, encrypted storage, and fraud prevention. HOW² Te Ako Charitable Trust does not store or have access to full card details at any time.

Payment Timing

Payment is required at the time of booking. Invoiced clients must pay within 14 days. Lessons may not proceed if payment has not been received.

Cancellations and Rescheduling

• More than 24 hours' notice: reschedule at no cost.
• Less than 24 hours' notice: session may be charged in full.
• No-shows: session may be charged in full.
• HOW² Te Ako Charitable Trust-initiated cancellations (weather, safety, instructor illness): reschedule or full refund offered.

Safety-Related Cancellations

A session may be cancelled and charged in full if a learner:

• arrives without a valid licence
• appears impaired, fatigued, or unfit to drive
• behaves in a way that risks safety
• refuses to follow instructor directions

Refunds

Refunds may be issued when:

• HOW² Te Ako Charitable Trust cancels a session
• a learner provides sufficient notice
• exceptional circumstances apply

Refunds are issued to the original payment method.

Service Limitations

HOW² Te Ako Charitable Trust is not responsible for delays or cancellations caused by severe weather, road closures, equipment failure, illness or emergencies, or technology issues affecting VR sessions.

Contact

For payment or refund queries, contact drive@how.kiwi.