Complaints & dispute resolution

Last updated: 15 May 2026

We take complaints seriously. This page explains how to raise a concern about our website, studio services, or programme facilitation, and what happens next under New Zealand consumer law.

Step 1 — Contact us first

Email community@luminouskne.world or phone +64 9 434 4659 with:

• Your name and preferred contact method
• Cohort name and start date (if applicable)
• A clear description of the issue
• What outcome you are seeking

We acknowledge complaints within two business days and aim to provide a written response within ten business days.

Step 2 — Internal review

A facilitator not involved in your cohort will review the matter. We may request further information or offer a meeting at 12 Pahau Avenue, Tikipunga, Whangārei 0112.

Step 3 — Escalation

If you remain dissatisfied, you may request escalation to our studio operations lead. We will confirm the final studio position in writing.

Your rights under New Zealand law

Nothing in this process limits rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or the Contract and Commercial Law Act 2017. Services must be carried out with reasonable care and skill and match their description.

External assistance

You may contact:

• Consumer Protection (New Zealand)
• Disputes Tribunals for claims within their monetary limits
• The Office of the Privacy Commissioner for privacy-related concerns

Related policies

See our Return Policy, Terms of Use, and Privacy Policy.