Refund Policy

Last updated: April 2025

Our commitment: We stand behind the technical quality of our reports. If we fail to deliver a working, complete report due to a system error on our side, we will refund you in full — no questions asked.

1. What This Service Provides

Verihome NZ provides AI-assisted analysis of property documents (purchase agreements, LIM reports, building inspections, title documents, and similar). Each report is generated at the time of purchase and delivered digitally. Because the analysis is performed and the deliverable is provided immediately upon payment, our refund policy reflects the nature of this digital service.

2. Eligible Refund Conditions

A full refund will be issued if any of the following technical failures apply to your order:

Non-delivery: You did not receive your report within 30 minutes of payment and we are unable to resend it successfully.
System error: Our service returned an error, the report was blank, or the analysis failed to process your document.
Wrong document analysed: The report clearly relates to a different document than the one you uploaded (verifiable from report content).
Duplicate charge: You were charged more than once for the same order.

3. Non-Eligible Situations

Important: A refund is not available simply because you have read the report and disagree with its findings, find the analysis unhelpful, or change your mind after the report has been successfully delivered.

Refunds will not be issued in the following situations:

You have successfully received and viewed the report, but are dissatisfied with the findings or conclusions.
The report did not identify issues you expected, or identified issues you consider minor.
You decided not to proceed with the property purchase after reading the report.
The document you uploaded was incomplete, corrupted, or not a recognised property document type.
You purchased the wrong tier and wish to downgrade after viewing the report.
Requests submitted more than 14 days after the purchase date.

This policy reflects the fact that the core service — AI analysis of your document — is consumed upon delivery. Allowing refunds after report delivery would create an incentive for customers to obtain the analysis for free, which is not sustainable.

4. How to Request a Refund

To submit a refund request, email support@verihome.co.nz within 14 days of your purchase date. Please include:

Your order/payment reference number
The email address used at checkout
A description of the technical issue you experienced
Any error messages or screenshots (if applicable)

5. Refund Processing

We aim to respond to all refund requests within 2 business days. Approved refunds are processed via the original payment method and typically appear within 5–10 business days depending on your bank or card issuer.

6. Partial Refunds

In cases where partial service was delivered (e.g., only some sections of the report were successfully generated), we may offer a partial refund or service credit at our discretion. We will communicate this clearly when applicable.

7. Launch Offer Pricing

Refunds are calculated based on the amount actually paid (including any promotional discount applied), not any listed original or crossed-out price.

8. Governing Law

This refund policy is governed by the laws of Hong Kong SAR. Nothing in this policy excludes any rights you may have under mandatory consumer protection laws applicable in your jurisdiction that cannot be waived by contract.

9. Contact Us

For refund requests or questions about this policy:
Email: support@verihome.co.nz
We aim to respond within 2 business days (Monday–Friday, HKT).