Our Decision Confidence Guarantee.

This policy is part of, and should be read with, the Re:name Terms of Service and Privacy Policy. Nothing in this policy limits any non-excludable statutory consumer rights you have under New Zealand or your local consumer law.

How the process works

Your purchase of Guided Strategic Naming includes up to two Full Naming Runs for the same business, product or service.

The first helps you discover the strategic directions and names you respond to. Our testing found that users often discovered the first exploration educated them on the process and the questions, and they wanted to provide different information the second time. We added the second Full Naming Run for exactly this reason.

The second Full Naming Run lets you revisit the full process with your original answers pre-populated, so you can keep what still feels right, refine what has shifted, or reconsider your strategic direction.

The process works best when you engage with each exploration in detail. Generic engagement produces generic next rounds.

What this guarantee covers

The Decision Confidence Guarantee applies to the Guided Strategic Naming component of your purchase (whether bought standalone at NZ$1,495 or as part of the Guided + Expert Review bundle). It does not apply to:

• Standalone Expert Review purchases
• Full Strategic Naming Engagements (covered under their separate engagement agreement)
• Senior strategist time that has already been delivered

"Full purchase price" means the Guided Strategic Naming amount you actually paid (post-discount), excluding GST and excluding any add-on or bundled Expert Review fees.

When the guarantee applies

You may claim the Decision Confidence Guarantee if all of the following are true:

• You have completed both Full Naming Runs and engaged with the process by recording meaningful reactions, notes or Presenter dialogue about what worked, what did not, and what was missing
• After both explorations, you do not have at least one name you would seriously consider taking forward, subject to the usual domain, trademark and stakeholder checks
• You contact us within 30 days of your final Decision Report from Exploration 2

If Exploration 1 produces a shortlist you are satisfied with and you voluntarily stop there without using Exploration 2, the guarantee is considered fulfilled. If Exploration 1 does not produce a usable shortlist, you must complete Exploration 2 before claiming.

What we do when you claim

When you contact [email protected] with a claim:

1. We review your project: your inputs, your engagement across both explorations, the names produced and your responses to them
2. Within 5 working days, we respond with our determination

If the eligibility conditions are met, you may choose:

• A refund of the full Guided Strategic Naming purchase price, paid back to the card you used at checkout
• An expert refinement pass: a 30-minute call with a senior Re:name strategist to work through the specific gap and recommend next steps

If the project is incomplete or engagement was minimal, we will first offer reasonable help to complete the process. The guarantee does not yet apply at that point.

When the guarantee does not apply

• You changed your mind after expressly confirming satisfaction. If you have expressly confirmed in writing that you are satisfied with the result, or commercially adopted a Re:name-produced name, the guarantee no longer applies.
• You have formally adopted a Re:name-produced name commercially. Formal adoption (filing a trademark, public brand launch, or similar) of a name we produced removes guarantee eligibility. Exploratory steps (registering a candidate domain, internal stakeholder testing) do not, by themselves, remove eligibility.
• You did not engage with the process. If you did not complete both Full Naming Runs, or engagement was minimal, we will first help you finish before considering a claim.
• More than 30 days have passed since your final Decision Report.
• You paid using a promotion code that brought the price to $0. Tester and partner-code accounts are not eligible for refunds, as no payment was made.

Partner-code purchases

If you paid using a partner discount code (for example, ABC10):

• Your guarantee covers the amount you actually paid (post-discount)
• The discount itself has no separate cash value and is not refundable

Cancellation before you start

If you have paid for Re:name but have not yet completed Step 1 (Context), you can request a full refund within 48 hours of purchase, no questions asked. Email [email protected].

This is an additional voluntary right we offer and does not limit any non-excludable statutory rights you have under New Zealand or your local consumer law.

How to make a claim

• Email: [email protected]
• Subject line: Guarantee claim - [Your project name]
• Include: Your account email, your project name, a brief description of what did not land for you, and confirmation that you have completed both Full Naming Runs (or your reason for stopping after one)

We will acknowledge within 1 working day and respond with our determination within 5 working days.

How refunds are paid

• Refunds are processed via Stripe to the card used at checkout
• They typically appear on your statement within 5–10 working days
• If your card has been cancelled or changed since purchase, we will arrange a bank transfer

Disputes

If we cannot resolve the issue directly, you retain any dispute-resolution and statutory rights available to you under the New Zealand Consumer Guarantees Act 1993 or, depending on your jurisdiction, the Australian Consumer Law, the UK Consumer Rights Act, or equivalent.

Misuse of the service

This is a guarantee, not a vehicle for misuse. The guarantee does not apply where the service has been resold, white-labelled or deliberately used for a separate naming project outside the scope of your purchase. Misuse of the service is addressed in the Terms of Service.

Contact

• Email: [email protected]
• Strategic Director: Tim Dove, Re:name Limited
• Post: Re:name Limited, 208 Ponsonby Road, Ponsonby, Auckland 1011, New Zealand
• NZ Company Number: 9324587 · NZBN: 9429052662959