Highlighted items in square brackets are details still to be confirmed by the platform operator.
Payment and Refund Policy
Version: 1.0 Effective: 4 September 2026
This policy forms part of the Terms and Conditions of NZ Backyard (nzbackyard.com), operated by [LEGAL ENTITY NAME] (NZBN [NZBN]) ("we", "us"). It explains how paid features are priced, charged and refunded. Nothing in it limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
1. What is currently free and what may be charged
- Creating an account, adding properties, tracking a property, booking viewings, checking in with a QR code, working in a case, uploading and sharing documents, messaging, and listing a business in the services directory are free at the date of this policy.
- We may introduce paid features in future, for example a paid AI document assessment or paid plans for professionals. We will not charge you for anything you have not expressly agreed to buy. A free feature will not silently become a paid one: we will give at least 30 days' notice before a fee applies to a feature you already use, and you may stop using that feature, or close your account, without charge.
- No payment provider is connected and no paid feature is switched on at the date of this policy. Where the product shows a checkout page, it is a preview of the disclosures you will see before any charge; it cannot take payment.
2. What you will always be told before you pay
Before any charge, the checkout page will show, in plain words:
- exactly which service you are buying, and what it does and does not include;
- whether the payment is one-off, a purchase of credits, or a subscription;
- the price in New Zealand dollars and whether GST is included ([GST STATUS]);
- any usage limit and any expiry of what you have bought;
- when your payment method will be charged;
- how refunds and cancellations work for that purchase;
- what happens if the service fails, is incomplete, or is charged twice;
- whether the purchase renews automatically, and how to stop it renewing;
- who the payment provider is and what it does with your payment details;
- that we do not store your full card details (they are entered with, and held by, the payment provider); and
- that you will receive a receipt.
You will have to tick a box confirming you have read these disclosures and this policy before the pay button works. The box is never pre-ticked.
3. Prices, currency and GST
- All prices are in New Zealand dollars.
- Prices shown to consumers are the total you pay. Where we are registered for GST, prices include GST and receipts show the GST amount. Where we are not registered, prices carry no GST and receipts say so. Our current status: [GST STATUS].
- Business customers who are registered for GST and need taxable supply information for a purchase over $1,000 can ask for it at [SUPPORT EMAIL]; we will provide it within 28 days.
- Prices may change for future purchases. A change never affects a purchase you have already made or a subscription period you have already paid for.
4. When you are charged
- One-off purchases (for example, one AI document assessment): charged at the moment you confirm the purchase, before the service runs.
- Credits (if offered): charged when you buy the credits. Each credit is redeemed when you use it. Unused credits expire on the date shown at purchase and on your account page; we will remind you before they expire.
- Subscriptions (if offered): charged at the start of each period. We will tell you the period, the price and the renewal date before you subscribe, and again by email before each renewal. You can cancel renewal at any time from your account page or by emailing [SUPPORT EMAIL]; cancellation stops the next charge and you keep access until the paid period ends.
We will never enrol you in a subscription or auto-renewal without a separate, explicit confirmation from you.
5. Refunds and cancellations
5.1 Your statutory rights come first
If you acquire a paid feature for personal or household use, the Consumer Guarantees Act 1993 guarantees that it will be provided with reasonable care and skill, be fit for any purpose you told us about, and be delivered within a reasonable time. If we fail a guarantee, you have the remedies that Act provides, which may include a remedy of the failure, a refund, or compensation for reasonably foreseeable loss. Nothing in this policy removes or limits those rights. Where you acquire a paid feature for business purposes and the Terms and Conditions say the Act does not apply, this section still describes our voluntary refund position.
5.2 Failed, incomplete or unusable AI assessments
- If an assessment fails to run or does not complete, you are not charged; if a charge has already been taken, it is reversed in full without you having to ask, and the checkout tells you.
- If an assessment completes but is unusable — for example, it reports that the document could not be read, or it produces an output that does not address the document you uploaded — tell us at [SUPPORT EMAIL] within 14 days and we will re-run it at no cost or refund it, at your choice.
- An assessment that completes and reads the document you uploaded has been performed. The assessment is automated assistance, not advice, and is provided with the limitations set out in the AI Document Assessment Notice. Disagreeing with its content, or your professional advisers reaching a different view, is not by itself a failure of the service — but if you believe the assessment was produced without reasonable care and skill, contact us and we will consider a refund under section 5.1.
- A new version of a document is a new assessment. If a document is replaced or re-issued after you purchased an assessment of the earlier version, an assessment of the new version is a separate purchase.
5.3 Duplicate charges and duplicate submissions
- Before payment, our checkout refuses a second purchase for the same document while one is already in progress, and a repeated submission of the same purchase is treated as one order.
- If, despite that, you are charged twice for one assessment, the duplicate charge is refunded in full. Tell us at [SUPPORT EMAIL]; we will also refund it on our own initiative when we detect it.
5.4 Cancelling
- A one-off purchase can be cancelled for a full refund at any time before the service starts running. Once an assessment has started, it usually completes within minutes and cannot be stopped; section 5.2 then applies.
- Credits can be refunded in full within 14 days of purchase if none has been used. After that, unused credits are refunded on request at their purchase price until they expire, less any credits already used. [REFUND RULE]
- Subscriptions can be cancelled at any time. Cancellation stops the next renewal. If you cancel within 14 days of a renewal charge and have not used the paid features in that period, we refund that charge in full. [REFUND RULE]
5.5 How refunds are paid
Refunds go back to the payment method used, through the payment provider, normally within 10 business days of our confirming the refund. We will confirm every refund by email.
6. Failed payments
If a payment fails, the service does not run and nothing is owed. For a subscription, we will tell you and give you a reasonable time to update your payment method before access to paid features is paused. We do not charge fees for failed payments.
7. Receipts
After every successful payment you will see a confirmation on screen and receive a receipt by email at your account address showing what you bought, the date, the amount, the GST treatment, and our legal name. Receipts are also available from your account page.
8. The payment provider
Payments are processed by [PAYMENT PROVIDER]. When you pay, your card or bank details are entered into the provider's secure form and handled under the provider's own terms and privacy policy. We receive confirmation of payment, the last four digits of the card, and the provider's reference, which we keep for our records and for refunds. We do not receive or store your full card number or security code. See the Privacy Policy for how payment information is handled.
9. Fees for professionals and businesses
Listing a business in the services directory is free at the date of this policy. If we introduce plans or fees for professional or business accounts, they will be offered as a separate, opt-in agreement with their own price, period and cancellation terms, presented before you subscribe. No listing will start incurring a fee without your express agreement.
10. Referral or partner fees
We do not currently receive any fee, commission or payment from any professional or service provider for introducing you to them, and we do not receive any payment that depends on whether a property transaction proceeds. If that ever changes, the fee will be fixed (never dependent on a transaction), disclosed on the relevant profile before you contact the provider, and this policy will be updated first.
11. Complaints about payments
Contact [SUPPORT EMAIL] with your receipt number. We aim to acknowledge within 2 business days and resolve within 10. If you are not satisfied, the Terms and Conditions explain your further options, including the Disputes Tribunal and, for card payments, your card issuer's chargeback process.
12. Changes to this policy
We may update this policy for future purchases. Changes are versioned and dated at the top of this page. A change that affects a purchase you have already made, or a subscription period you have already paid for, does not apply to it. Where a change is material, we will ask you to read and accept the new version before your next purchase.