Clearhour Refund Policy

Version 2026-09-09, reviewed by Asco Legal. In force from 11 September 2026.

The short version

You are only charged once per questionnaire, when you send it to a client or a client couple. If we are unable to produce the documents for a questionnaire, we will refund the price of that questionnaire in full.

1. If we cannot produce your documents, we refund that questionnaire

Payment is charged in full when you send a questionnaire, which is before your client fills it in and before any document is produced. Each single charge covers the whole lifecycle of that questionnaire, including resending it, correcting it and producing its documents again, so there are no additional charges for the same questionnaire. For clarity, the fee for the questionnaire is charged whether or not your client completes the questionnaire, provided the questionnaire was successfully sent by our platform. No refund is available solely because your client does not complete the questionnaire, is abandoned or the matter does not proceed. A refund is only available if the platform cannot produce the documents for a questionnaire you have paid for, or a restoration of the promotional credit where a complimentary unit was used. If this happens, please email us with the questionnaire reference. A refund claim must be submitted to us within 20 days of the original dispatch date. We will assess the claim and if we cannot reasonably remedy the issue, we will refund the fee for that questionnaire in full.

2. Change of mind

Because the fee is charged when a questionnaire is sent, we do not offer refunds for change of mind, including where a questionnaire is not completed by your client, is abandoned, or the underlying legal matter does not proceed. Once documents have been produced and delivered, refunds are only available as set out in this policy or where required by law.

3. Defective documents

If a delivered document is defective, contact us and we will regenerate or fix it at no charge, or refund the fee for that questionnaire in full if we cannot. Defective means the documents produced do not correspond with your client's questionnaire answers, are corrupted, or otherwise fail to conform with the functionality described by the platform. A document is not defective merely because it reflects information that was entered incorrectly. Where answers need to be corrected, the questionnaire and documents can be produced again at no additional charge.

To the extent required by applicable law, nothing in this policy excludes, restricts or modifies any rights or guarantee you have under laws that cannot be excluded, restricted or modified, including under the Australian Consumer Law where they apply.

4. How to ask

Email hello@clearhour.co.nz with the questionnaire reference. We will endeavour to respond within 2 business days to provide an assessment or resolution. Refunds are returned to the card that made the original payment. Refunds may take up to 20 working days to appear on the card.

Clearhour Limited · New Zealand · hello@clearhour.co.nz