Refund Policy for Alibee Facilities Management Services
Last Updated: 10 February 2026
Thank you for choosing Alibee Facilities Management Services (“Company”, “we”, “us”, “our”). We provide professional Facilities Management, Risk Reduction, and Operational Solutions services to SMEs, building owners, and body corporate organisations. This Refund Policy outlines how refunds, cancellations, and service disputes are handled when engaging with our services or interacting with https://alibee.co.nz/ (“Website”).
By using our Website or purchasing any services from us, you agree to this Refund Policy, in conjunction with our Terms & Conditions and Privacy Policy.
1. Purpose of This Refund Policy
This policy has been created to ensure transparent and fair handling of payments and service expectations. As a service-based business, we commit to delivering high‑quality, professional results. However, due to the nature of our industry, most services cannot be reversed once delivered.
This Refund Policy is designed to:
- Clarify circumstances where a refund may or may not be granted
- Comply with the New Zealand Consumer Guarantees Act (CGA)
- Outline the process for raising service concerns or disputes
- Protect both the client and the Company from misunderstandings
2. Services Covered by This Policy
This Refund Policy applies to the following services offered by Alibee Facilities Management Services:
- Facilities Management (Primary Service)
- Risk Reduction
- Operational Solutions
- Site assessments, consultations, and professional reporting
- Support services delivered through the Website
- Any custom or service-based project
Physical products (if any are offered in the future) will have separate refund guidelines.
3. General Refund Principles
Due to the professional, labour‑based, and time‑specific nature of our services:
3.1 Refunds Are Generally Not Provided for Completed Services
Once a service has been:
- Performed onsite
- Delivered digitally
- Included in a consultation
- Produced as a report, plan, or operational recommendation
- Booked and time has been allocated
…refunds are generally not available.
This is because our services involve professional time, planning, analysis, and resource allocation that cannot be reversed.
4. Refunds Under New Zealand Consumer Law
Under the Consumer Guarantees Act 1993, customers are entitled to a remedy if:
- A service is not delivered with reasonable care and skill
- The service is not fit for its intended purpose
- The service is not completed within a reasonable timeframe
Where legally required, the Company will offer:
- Repair or correction of the service
- Re‑delivery of the service
- A partial refund (only in cases where a correction cannot be made)
- A full refund (only when legally obligated under the CGA)
The Company reserves the right to assess all claims individually.
5. Situations Where Refunds May Be Granted
Refunds may be approved if:
5.1 The service has not been started
If you cancel before any work, scheduling, planning, or resource allocation begins.
5.2 Significant failure under the CGA
If a major issue occurs and the Company is legally required to issue a refund.
5.3 Duplicate payment or billing error
If a customer accidentally makes multiple payments or a system error occurs.
5.4 Cancellation within a mutually agreed grace period
Applicable only if a written agreement or contract includes a cancellation clause.
6. Situations Where Refunds Will Not Be Granted
Refunds will not be issued under the following circumstances:
6.1 Change of mind
Deciding you no longer require the service after booking or delivery.
6.2 Work has already started
Once any planning, assessment, communication, or onsite work has begun.
6.3 Failure to provide required information
If delays or service issues occur due to client non‑responsiveness or incomplete information.
6.4 Client misunderstandings not caused by the Company
If a client misinterprets service details already clearly communicated.
6.5 Budget constraints
Refunds will not be provided because financial circumstances have changed.
6.6 External delays outside our control
Including weather, supply delays, safety constraints, or third‑party issues.
7. Deposits and Booking Fees
Some services may require a deposit or booking fee to secure your service date or project slot.
7.1 All deposits are non‑refundable
Unless otherwise stated in writing.
7.2 Deposits cover
- Time allocation
- Preparation work
- Project planning
- Site review or documentation setup
Deposits may be transferred to another date at our discretion.
8. Cancelling a Service
Clients may request cancellation by contacting us via:
- Email: mark@alibee.co.nz
- Phone: 022 566 0721
Cancellation is considered fully effective only when acknowledged in writing.
8.1 Cancellation before work starts
A partial refund may be granted at our discretion.
8.2 Cancellation after work has started
No refunds are available.
8.3 Company‑initiated cancellations
If we must cancel due to safety, operational, or availability reasons, we will either:
- Reschedule the service, or
- Provide a refund if no service has yet been delivered
9. Refund Requests and Evaluation Process
To request a refund, clients must submit a written explanation including:
- Your name
- Business or organisation name (if applicable)
- Service purchased
- Date of service or booking
- Reason for refund request
- Supporting evidence (if relevant)
9.1 Processing Time
Refund evaluations will be completed within a reasonable timeframe and you will be notified of our decision in writing.
9.2 Required Information
We may request:
- Additional documentation
- Photos
- Reports
- Evidence of service quality
Failure to provide requested information may result in denial.
10. No Warranty on Outcomes
Our services focus on improving facility operations, risk reduction, and management efficiency.
However, we do not guarantee specific financial, safety, or operational outcomes.
Refunds will not be provided for:
- Misaligned expectations not promised by us
- Results affected by external factors (e.g., tenant behaviour, building conditions, contractor actions)
11. Service Disputes
We aim to resolve disputes professionally and promptly.
If you are unhappy with a delivered service:
- Contact us within 7 days of receiving the service
- Provide details for review
- Allow us the opportunity to correct or improve the service
Refunds are a last resort after all other reasonable solutions have been explored.
12. Changes to This Refund Policy
We may update this Refund Policy at any time to reflect:
- Legal requirements
- Business operations
- Service updates
- Website changes
Updates take effect immediately when posted on this page.
13. Contact Information
For questions regarding this Refund Policy or refund requests, contact:
Alibee Facilities Management Services
Owner: Mark Hector Alibuyog
Phone: 022 566 0721
Email: mark@alibee.co.nz
Website: https://alibee.co.nz/