Communi wants problems fixed. This policy explains how to raise one with us, what we will do, and — importantly — what else is available to you if we do not get it right.

Communi is operated by Daom Limited (New Zealand company no. 9403442), 25 Broderick Road, Johnsonville, Wellington 6037, New Zealand.

1. Who this applies to

This process is available to all Communi users, including members, subscribers, community administrators and affiliates.

It covers complaints about billing, refunds and payments; affiliate commissions, deductions and payouts; platform access, suspension and account termination; and content moderation, community guidelines and group management.

It does not cover matters outside Communi's control, or third-party integrations and services we do not operate — though we will tell you who to contact instead where we can.

If we think a complaint is outside this process, we will tell you why and point you somewhere else.

2. How we handle complaints

• Transparency — we will tell you where to complain and what we will do about it.
• Fairness — we will consider your complaint in good faith on the evidence.
• Timeliness — we will acknowledge quickly and respond within the timeframes below.
• Accountability — if we got it wrong, we will fix it.

3. The process

Step 1 — Check the obvious first (optional)

Our Knowledge Base and FAQs answer most questions immediately, and the Refunds & Cancellations Policy and Affiliate Program Terms cover the common ones. This step is a suggestion, not a requirement.

Step 2 — Send us a complaint

Through the Support Centre or by email to support@communi.com. Please include:

• your account name and registered email;
• what happened and what you would like us to do; and
• any supporting evidence — invoices, receipts, screenshots.

We will acknowledge within 2 business days. Acknowledgement is not acceptance that the complaint is valid.

Step 3 — We investigate

Complaints are routed to the right team: affiliate matters to the Affiliate Program Team, billing and payment disputes to the Billing Team, content and community matters to Community Operations.

We will give you a substantive response within 10 business days of acknowledgement. If we need longer we will tell you before that deadline, explain why, and give you a new date.

Step 4 — Outcome

We may: issue a refund where one is due under the Refunds & Cancellations Policy or the Consumer Guarantees Act 1993; correct a commission calculation; reverse a moderation or suspension decision; offer an alternative remedy such as a credit or subscription extension; or decline the complaint.

If we decline, we will tell you why in writing, and tell you how to escalate.

Step 5 — Escalation inside Communi

If you are not satisfied, ask for escalation to our Compliance Team. They will review the matter independently of whoever handled it first and give you a final written determination within 15 business days.

Step 6 — Outside Communi

See section 4. You do not have to complete Steps 1–5 before using any of it.

4. Your rights outside this process

Using our internal complaints process is not a precondition to any legal right you have. We ask you to try it first because it is usually faster, but you can go to any of the following at any time:

If you are outside New Zealand, you can also use the consumer protection, privacy or dispute resolution body in your own country.

5. Affiliate complaints

• Commissions shown in the Dashboard are calculated on Net Transaction Value — gross sale price less refunds, chargebacks, processing fees, taxes and other deductions.
• Please raise a dispute about a payout within thirty (30) days of the payout date so we can investigate while records are fresh. This is a notification period, not a waiver. It does not affect your rights under the Limitation Act 2010, the Fair Trading Act 1986 or the Consumer Guarantees Act 1993.
• Our transaction and accounting records are our system of record and are correct absent manifest error. If you believe there is an error, tell us what you think it is and we will investigate. If you are right, we will correct it and pay any shortfall.
• Complaints raised in group posts, chats or public forums are not tracked and may not be seen. Please use the Support Centre so there is a record.

6. How we expect complaints to be made

Please keep it civil. Abuse, threats and harassment directed at our staff are not acceptable.

Where a complaint breaches this standard we will normally warn you first and give you the chance to put it differently. We may restrict your use of the Support Centre or suspend your account without warning only where there is a threat to someone's safety, or conduct that is unlawful. Restricting how you contact us does not affect any money owed to you, and does not affect your right to go to any of the bodies in section 4.

7. Records

We keep records of complaints, what we did and the outcome, for at least 2 years from resolution, or longer where the law requires.

Those records include your personal information, and you have a right to request access to it under the Privacy Act 2020. We will decide on a request as soon as reasonably practicable and no later than 20 working days after we receive it. See our Privacy Policy for how to ask.

8. Liability

What we are not liable for. To the extent permitted by law, Communi is not liable for indirect or consequential loss, loss of profits, loss of opportunity, loss of goodwill, or loss of data, however caused.

Cap. To the extent permitted by law, Communi's total liability to you under or in connection with these terms in any 12-month period is limited to the greater of (a) NZ$500 and (b) the total amount you paid to Communi, or that Communi paid to you in commission, in the 12 months before the event giving rise to the liability.

What the cap does not cover. Nothing in these terms limits Communi's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, for any liability under the Consumer Guarantees Act 1993 or Fair Trading Act 1986 that cannot lawfully be limited, or for any other liability that cannot lawfully be limited.

Your rights under New Zealand consumer law. If you are a consumer as defined in the Consumer Guarantees Act 1993, you have guarantees under that Act — including that our services will be supplied with reasonable care and skill, be reasonably fit for purpose, and be supplied within a reasonable time — and rights under the Fair Trading Act 1986. Nothing in these terms excludes, restricts or modifies those rights, and any part of these terms that purports to do so does not apply to you. Where a limitation or exclusion in these terms cannot lawfully apply to you, it is to be read as applying only to the maximum extent the law allows.

Business users. If you acquire our services in trade, and you and Communi are both in trade, then under s 43(2) of the Consumer Guarantees Act 1993 and s 5D of the Fair Trading Act 1986 you and Communi agree that the Consumer Guarantees Act 1993 and ss 9, 12A, 13 and 14(1) of the Fair Trading Act 1986 do not apply. You acknowledge this exclusion is fair and reasonable, that you had the opportunity to take legal advice, and that our pricing reflects it. This clause does not apply to the unfair contract terms provisions of the Fair Trading Act 1986, which cannot be contracted out of.

Other countries. Nothing in these terms excludes, restricts or modifies any right or remedy available to you under the Australian Consumer Law, UK or EU consumer legislation, or any other consumer protection law of your country of residence that cannot be excluded by agreement. To the extent of any inconsistency, that law prevails.

9. Governing law and jurisdiction

Governing law. These terms are governed by the laws of New Zealand.

Jurisdiction. The New Zealand courts have non-exclusive jurisdiction over any dispute arising out of or in connection with these terms. Nothing in this clause prevents you from bringing a claim in the Disputes Tribunal, or in any court or tribunal of your country of residence where the law of that country gives you that right.