Customer Support & Service Policy | IRA AIO
At IRA AIO, we are committed to ensuring the wellbeing of our community, the integrity of our services, and transparent communication at every step of the journey. Whether you’re engaging in one of our workshops, purchasing a product, or reaching out for support, we value the relationship we share with you.
If you have any concerns, please don’t hesitate to get in touch.
Contact Us
Email: support@iraaio.com
Phone (Australia): 0431 248 383
Phone (New Zealand): 021 985 442
We aim to respond to all inquiries within 2 business days.
Customer Support & Dispute Resolution
We believe in maintaining dignity, fairness, and open-hearted dialogue in all forms of engagement. Should any issue or dispute arise—whether related to payments, bookings, product orders, service experience, or injury claims—we are committed to managing the process with care and accordance with consumer protection laws of Queensland, Australia, and relevant New Zealand legislation.
Our Resolution Process:
Initial Contact: Contact us at support@iraaio.com with a clear outline of the issue.
Acknowledgement: We will acknowledge receipt of your concern within 48 hours.
Assessment: We will review the issue in detail and may request further information.
Resolution Offer: A resolution will be offered, where appropriate, within 14 days of receiving complete information.
If a mutual agreement cannot be reached, we will cooperate with appropriate independent mediation bodies or legal procedures as guided by Australian and New Zealand law.
Health & Safety Disclaimer
IRA AIO offers a range of services that may include bodywork (such as Mirimiri and Romiromi), breathwork, wānanga (workshops), spiritual and personal development, and group kōrero (discussions). All offerings are delivered with deep cultural care and spiritual integrity. However, participants and clients acknowledge that:
By choosing to participate in any IRA AIO services or experiences, you agree to do so voluntarily and at your own discretion and responsibility.
While we take every measure to create safe and supportive spaces, IRA AIO and its facilitators accept no liability for injuries, physical or emotional discomfort, or any other outcome resulting from participation in our services. We do, however, hold a current $20 million Public Liability Insurance policy to cover unforeseen and qualifying incidents.
Terms of Use
By accessing our website or participating in our services, you agree to the following terms:
You are responsible for your own health, wellbeing, and decisions before, during, and after any engagement with IRA AIO.
You will not misuse, duplicate, or redistribute any content or intellectual property (including karakia, course materials, and recordings) without prior consent.
All wānanga materials are for personal development only and may not be used commercially without permission.
Bookings are not confirmed until payment is received or a plan is agreed upon.
Late arrival or non-attendance may result in forfeited bookings or loss of placement.
Any offensive, disruptive, or unsafe behaviour may result in removal from an event without refund.
Privacy Policy
We respect your privacy and the tapu nature of your personal and spiritual information.
We collect personal details (e.g., name, email, phone) solely for the purpose of communication, registration, and service delivery.
Your information is stored securely and will not be shared with third parties unless legally required.
Payment details are processed via secure third-party platforms and are never stored by us directly.
You may request access to, correction of, or deletion of your personal data at any time by emailing support@iraaio.com.
Refunds, Returns & Cancellations
Products (e.g., bottles, apparel):
Returns are accepted within 30 days of purchase if the item is unused and in original condition.
Customers must cover return shipping costs.
A 25% restocking fee applies to all returns.
Refunds are issued only after the item is received and inspected.
All refunds are at the discretion of IRA AIO.
Services and Wānanga:
Deposits are non-refundable unless otherwise stated.
Cancellations made more than 14 days prior to the event may receive partial refunds (less any admin/processing fees).
Cancellations made within 14 days of the event may not be eligible for refund due to pre-committed resources and limited capacity.
In cases of illness or serious hardship, we may offer credit toward a future wānanga at our discretion.
Shipping Policy
We aim to process and dispatch orders within 3–5 business days. You will receive tracking information once your item has been shipped.
Domestic and international shipping times vary depending on destination.
IRA AIO is not responsible for delays caused by postal services or customs.
Please ensure your shipping details are accurate. Errors may result in delayed or failed delivery.
Injury & Incident Reporting
If you experience any physical injury or emotional distress as a result of participating in one of our services, please notify us immediately at support@iraaio.com or call the contact number provided for your country.
We will:
Support you with compassion and discretion.
Record and assess the incident in accordance with our insurance requirements.
Liaise with our insurer if a formal claim is appropriate.
Again, we emphasise that participation is at your own risk, and we encourage participants to take care of their hauora (health and wellbeing) throughout.
Intellectual and Cultural Property
All wānanga content, including karakia, course structure, and teaching frameworks, are the intellectual and cultural property of IRA AIO and affiliated knowledge holders.
We honour the mātauranga Māori entrusted to us and expect all participants to do the same.
Misuse or reproduction without permission may be subject to legal action and/or tikanga-based resolution processes.
Policy Updates
These policies may be updated periodically. Continued use of our services and site indicates acceptance of any changes.
He Pātai? Questions?
We welcome kōrero and feedback. Please reach out with any concerns or requests for clarification.
Ngā mihi nui,
The IRA AIO Team