Refunds

We can only offer refunds in special circumstances and when required by New Zealand law. This article explains the process.

Requesting a refund

If you believe you are entitled to a refund, please contact us by filling out your details on our online form. You can also send an email with your details and request to [email protected].

Communicating with you

We will review your request and may seek legal advice in the process. If we seek legal advice for your request, we may share some of your information with our legal advisors. Any sharing of your information is done in accordance with our privacy policy and you agree to your information being shared with any appropriate parties for the purposes of seeking legal advice on your refund request or processing your refund request.

Once we have reviewed your request, we will reach out to you via email. In some cases, we may call you to discuss the progress or outcome of your refund request. Please ensure that you provide us with accurate and current contact details to minimise delays.

Processing your refund payment

If you are entitled to a refund, we will process the refund amount less any administrative fees or non-refundable amount to the original payment method that you used when you made the payment. We will only issue the refund to another bank account if the bank account you used to make the payment is no longer active. We may ask for proof of your bank account before deciding to issue the refund to another bank account.

Account credit

If you have at least one active subscription with us, we may offer you an account credit for the refund you are entitled to. This is optional and you may decline the credit offer and have the funds credited to your bank account or card instead.