Refund Policy

Last updated: 14 July 2026

Our Commitment

We want you to be satisfied with your SiteLenz report. If something goes wrong, we will do our best to make it right. This policy explains when refunds are available and how to request one.

When You Are Entitled to a Refund

We will assess refund requests fairly, including in the following circumstances:

  • Report unavailable: You paid but cannot access your online report, and we have not resolved the issue within a reasonable time. Email delivery of a PDF copy may take longer than the online report becoming available.
  • Wrong address: The report was generated for a different address than the one you intended to purchase (where the error was ours).
  • Technical failure: The report was delivered but is unreadable, corrupted, or substantially incomplete due to a technical error on our part.
  • Consumer Guarantees Act: Where the Consumer Guarantees Act 1993 applies and the service fails to meet the guaranteed standard of reasonable care and skill.

When Refunds Are Not Available

Subject to your rights under New Zealand consumer law, refunds are generally not available in the following circumstances:

  • You changed your mind after the report was successfully delivered.
  • The report contains information you disagree with but which accurately reflects the underlying public data sources (e.g. council zoning, flood maps).
  • You provided an incorrect email address and the report was delivered to that address.
  • The property is outside our service area or cannot be confirmed, where this was identified before you completed checkout.

How to Request a Refund

To request a refund, please email us at hello@sitelenz.co.nz with:

  • The email address used at checkout.
  • The property address the report was for.
  • A brief description of the issue.

We aim to respond to all refund requests within 2 business days.

Refund Processing

Approved refunds are processed back to your original payment method via Stripe. Refunds typically appear within 5–10 business days, depending on your bank or card issuer. You will receive an email confirmation when your refund has been processed.

Questions

If you have any questions about this policy, please contact us at hello@sitelenz.co.nz. Nothing in this policy limits rights you may have under New Zealand law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.