Terms and Conditions

1. Who you are dealing with

Pixel Nova Ltd, a New Zealand company operating the Colour and Complexion website, supplies the services described here. “We”, “us” and “our” mean Pixel Nova Ltd. Colour & Complexion is our website and trading brand, not a separate legal entity. We do not claim that the brand is a registered trademark. Our New Zealand company number is 8983778.

Our contact address is Level 4, 82 Willis Street, Wellington 6011, New Zealand. For support, cancellations, complaints or privacy questions, email nina@colourandcomplexion.com. This correspondence address is not the appointment studio. Studio directions are provided separately.

2. These terms and eligibility

You must be aged 18 or over to book or buy through this website. We do not currently offer a parent/guardian booking flow. Provide accurate contact and booking information, and use only your own photographs for virtual analysis.

Before you place an order, you must actively accept the version of these terms shown at checkout or booking. We record that version, its text, your age confirmation and the time of acceptance. The Privacy Policy explains our use of personal information; displaying it is not a request to consent to every use of your data.

There are no customer login accounts at present. Your browser session links your payment to your questionnaire. Keep your report, app and confirmation links private: a person with a working private link can access its contents. Contact us if a link is lost or shared accidentally. Do not use someone else’s order or try to access another person’s information.

3. What we provide

Virtual analysis includes Nina’s review of your questionnaire and photographs, selection of a colour season, and a personalised report containing your seasonal palette and wardrobe, jewellery, hair and makeup guidance. You receive a downloadable PDF and access to a browser-based colour app. The questionnaire asks for one to three assessment photographs and one everyday photograph. We may ask you to replace photographs if the lighting or quality prevents a useful assessment.

An in-person appointment provides the consultation and inclusions listed for the package selected when you book. The current packages are a 60-minute colour analysis session and a 90-minute colour analysis and makeup advice session. Appointment times are shown in New Zealand time. An online appointment request holds a slot pending Nina’s approval; it is not approval of the appointment itself. We confirm approval and arrangements directly.

The virtual purchase comprises a personal styling service and digital deliverables. We do not assume that a personalised report is exempt from cancellation law. The website uses manual colour sampling and season-based report templates. It does not currently call an AI model to decide your season or generate your individual recommendations. Staff do not use external AI or editing tools outside this website to provide your analysis.

4. Delivery and access

A virtual order is confirmed when payment succeeds. In-person arrangements become confirmed when we approve your appointment request and communicate that approval. We provide a copy of the accepted agreement which you can retain. You can also save the agreement from your confirmation page.

There is no waiting period for virtual analysis. We deliver your personalised report and colour app access within five days of submission of your questionnaire and photographs.

The PDF can be saved for your personal use. The report and app are accessed through a private link in a modern browser with an internet connection; the app is not a separate app-store subscription. Hosted report and colour-app access, together with related customer support, are included for as long as Pixel Nova Ltd continues to operate the Colour and Complexion business. Access may end earlier following a full refund, a deletion request that removes information needed to provide access, or a lawful suspension or termination under these Terms. If the business permanently closes, hosted access and ongoing report/app support will end. This does not affect any rights or remedies you have under applicable law.

5. Styling limitations

Colour recommendations involve professional judgement and personal preference. Lighting, camera settings, filters, makeup, hair colouring, photograph quality and screen calibration can affect the appearance of colours. Fabrics, cosmetics and hair colour results also vary. We do not guarantee an exact colour match, a particular appearance, satisfaction with a third-party product or a specific personal or commercial outcome.

This is styling information, not medical or dermatological advice. We do not diagnose skin conditions or recommend treatment. Ask a suitably qualified professional about health concerns and follow product instructions, including allergy precautions. These limitations do not reduce our obligation to provide the service with the care and skill required by law.

6. Prices and payment

Virtual analysis is a one-off payment of NZD 99 for visitors detected in New Zealand, and USD 60 otherwise. IP-based country detection is approximate and may be affected by a VPN; please contact us before paying if the displayed currency appears wrong. Your bank may apply conversion or other fees under its own terms. The current in-person package prices are NZD 195 and NZD 245, as shown beside the package. This website does not collect an online payment for in-person appointments.

There are no subscriptions, automatic renewals or credit bundles. The price and currency displayed before you confirm payment apply to that order. Pixel Nova Ltd is not currently registered for New Zealand GST.

Stripe processes virtual payments. We receive payment status, order references, amount, currency and the checkout email, not your full card number or security code. The current integration accepts sandbox payments only: no real payment is taken. Live charging must not be enabled until the policies and operational checks are complete.

7. Cancellations and refunds

For virtual colour analysis, you may cancel for any reason and request a full refund within 30 days of successful payment, even if we have started or completed the analysis or delivered your report. Your cancellation request must reach us within that window; the refund itself may be processed afterwards. There is no deduction for work performed or payment-processing fees. This voluntary guarantee applies to virtual analysis only, not in-person appointments.

Email nina@colourandcomplexion.com with your name and order reference, or enough information for us to identify your purchase, and a clear statement that you wish to cancel. You do not have to give a reason or use a special form. You may also write to Pixel Nova Ltd at Level 4, 82 Willis Street, Wellington 6011, New Zealand. For in-person cancellations or rescheduling, contact us as soon as possible; applicable statutory rights remain available.

We process refunds without undue delay and within 14 days of receiving a valid cancellation request, or sooner where the law requires. We refund the full purchase price to the original payment method, unless a different arrangement is legally necessary and agreed with you, without a refund fee. Your bank may take additional time to display the refund.

Once a full virtual refund succeeds, we stop further analysis and end access to the hosted report, PDF download and colour app. Refunding is not automatic deletion of all your records; our Privacy Policy explains retention and privacy requests.

If the service or digital deliverables do not meet your legal rights, we will provide the remedy required by the applicable law. Depending on the circumstances this may include correcting or repeating work, a price reduction, a refund or compensation. There is no blanket “no refunds” rule. A subjective difference of preference does not itself establish a faulty service, but we will consider complaints fairly.

If we cannot provide what you purchased, we will explain and arrange an appropriate remedy, including repayment for undelivered work where required. The virtual guarantee is additional to your legal rights. After 30 days, statutory remedies for faulty services or digital content and any longer cancellation rights still apply.

Where distance-contract law gives you a 14-day right to cancel, you may cancel within that period after the contract is made without giving a reason. This includes qualifying in-person appointments booked online. Missing required cancellation information may extend that period under applicable law. Our virtual guarantee does not shorten any longer legal entitlement. Personalisation alone does not remove statutory protection.

Virtual analysis may begin after submission, with no waiting period. This does not waive or shorten any applicable cancellation rights, and our 30-day full-refund guarantee applies even after the analysis or report has been provided. For in-person appointments, we wait 14 days after approval before supplying the service. We send your agreement confirmation before beginning. You can cancel by contacting us.

We do not ask you to waive cancellation rights in digital content or services, or claim that opening a PDF or app automatically ends them. Any applicable right remains available for its statutory period. Delivery does not remove remedies for faulty services or digital content.

Optional cancellation form: To Pixel Nova Ltd, Level 4, 82 Willis Street, Wellington 6011, New Zealand; nina@colourandcomplexion.com. “I give notice that I cancel my contract for [service/order]. Ordered on: ____. Name: ____. Address: ____. Date: ____. Signature: ____ (only if sent on paper).” You can simply send an equally clear statement instead.

8. Your photos and permitted use

You keep ownership of your photographs. You give us a limited permission to store, view, make necessary working copies, sample colours and include your chosen photograph in your private report, only as needed to provide the service. Necessary hosting and other contracted providers may process it for that purpose. This permission is not a licence for unrelated advertising, testimonials, sale of your images or AI training.

Upload only photographs of yourself which you are entitled to use. Do not upload someone else’s image, intimate images, unlawful material, malicious files or unnecessary medical information. Do not bypass security, scrape private reports, interfere with the website or misrepresent another person’s identity.

Our website text, templates, illustrations and software belong to us or our licensors. You may use and save your purchased report and palette for your own styling, including showing them to your hairdresser or stylist. You may not sell or redistribute our templates or offer the app as your own service. These restrictions do not take ownership of your photos or limit rights you have by law.

9. Suspension, liability and mandatory rights

We may restrict access where reasonably necessary to address misuse, security threats or unlawful conduct. Where practicable, we explain the reason and allow you to resolve it first. A restriction does not automatically forfeit a paid purchase; we will assess continued delivery or an appropriate refund and preserve your legal remedies.

For claims arising from a particular booking or virtual order that the law permits us to limit, our total liability for those claims is limited to the price you originally paid for that booking or order, before any refund. This is a combined limit for those claims relating to that order, not a separate limit for each claim. If you have not paid for the affected booking or order, this cap does not apply.

This cap does not apply to your mandatory consumer guarantees, statutory remedies or compensation rights; our refund obligations, including the 30-day virtual refund guarantee; fraud or wilful misconduct; death or personal injury; breaches of privacy or data-protection law; or any other liability that cannot lawfully be excluded or limited. Refunds and amounts payable under these exceptions do not use up the cap. Your rights under applicable consumer law remain unchanged, even where the compensation due exceeds the price paid.

Subject to those protections, we are not responsible for losses caused solely by your misuse or unrelated third-party purchases, or for unforeseeable losses where the law permits that limitation.

New Zealand law governs these terms, subject to mandatory protections and court rights you retain where you live. New Zealand’s Consumer Guarantees Act and Fair Trading Act, Australia’s consumer guarantees, and applicable UK, Irish, Canadian and US consumer laws are not waived. You are not required to use exclusive New Zealand courts or compulsory private arbitration where that would remove your local rights.

10. Changes

The accepted version applies to your purchase and remains available in our policy archive and your agreement record. We will give reasonable notice of material changes affecting continuing access, by email or another direct notice where appropriate, and obtain agreement where required. A new version does not retroactively remove accrued rights or change the price or scope of a completed purchase.