Refunds

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

Requesting a refund

If you believe you are entitled to a refund, please contact us with your request using our online form, or by sending an email to [email protected].

Communicating with you

We will review your request and may seek legal advice from appropriate legal organisations in New Zealand. When we ask for legal advice, we may share some of your information with the organisations we contact. Any sharing of information is done so in accordance with our Privacy Policy.

Once we have reviewed your request, we will be in touch via email. We will also contact you via email if we need more information or time to process your request.

Processing your refund payment

If you are eligible for a refund, we will process the refund amount to the original payment method that was used when the payment was made. For example, if you made the payment using a credit or debit card, we can issue the refund to the same card only.

We can pay your refund to an alternative payment method or bank account if the original method of payment is no longer active. You will be required to provide evidence, which we will verify before proceeding.

Account credit

If you have at least one active subscription with us, we may offer account credit instead of a refund that you can use to pay for your ongoing subscription. This is optional and your refund will be processed as a payment if you decline the offer.