Refund Policy

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

You are entitled to a full refund in the following circumstances:

• Report not delivered: You paid but did not receive your report by email within 30 minutes of purchase (excluding cases where you provided an incorrect email address).
• 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

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 Auckland or is not found in the Auckland Council database. (We recommend using the free zoning snapshot first to confirm coverage before purchasing.)

How to Request a Refund

To request a refund, please email us at hello@propertycheck.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@propertycheck.co.nz. This policy is governed by New Zealand law and is subject to the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.