This policy explains when you can get a refund, how cancellations work, and how refunds affect affiliate commissions. It applies in addition to the Communi Terms & Conditions and the Billing & Payments policy.

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

1. Your rights come first

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

If our services fail to meet a consumer guarantee — for example they are not supplied with reasonable care and skill, or are not reasonably fit for the purpose you told us about — you have a right to a remedy under that Act. Where the failure is substantial, that includes cancelling and getting a refund. Those rights are not limited by the 30-day period below, and they are not affected by anything else in this policy.

If you are outside New Zealand, nothing in this policy limits any right you have under the consumer law of your own country that cannot be excluded by agreement.

The rest of this policy sets out refunds we offer in addition to those rights.

2. Scope

This policy applies to purchases of licences, subscriptions, upgrades and add-ons made through Communi; memberships and subscriptions to groups hosted on Communi; and affiliate commission adjustments linked to refunds, cancellations, chargebacks or tax.

It does not apply to payments processed entirely outside Communi by a third party.

If we think a transaction falls outside this policy, we will tell you why and point you to whoever can help.

3. Our 30-day money-back guarantee

If you are not happy with a new purchase, tell us within 30 days and we will refund it. You do not need to give a reason.

• It applies to your first purchase of a licence, subscription, upgrade or add-on ("Initial Purchases").
• Request it within 30 days of the purchase date.
• We refund to your original payment method.

The only exceptions. We may decline a guarantee refund where there is clear evidence of fraud or abuse of the guarantee — for example repeated buy-and-refund cycles on the same or linked accounts, or a breach of the Terms & Conditions. If we decline, we will tell you why in writing, and you can challenge that through the Complaints & Dispute Resolution Policy or any of the bodies in section 9.

After 30 days. The voluntary guarantee no longer applies — but your Consumer Guarantees Act rights in section 1 continue, and are not limited to 30 days. If something is wrong with the service, tell us regardless of how long it has been.

4. Subscriptions, renewals and cancellations

• You can cancel at any time from your account settings. Cancellation takes effect at the end of the current billing period.
• To avoid the next charge, cancel at least one (1) business day before the next billing date.
• We email you a renewal reminder at least 7 days before each renewal, showing the amount, the date, and how to cancel.
• You remain responsible for charges incurred before cancellation takes effect, including charges that post after you request cancellation but before it is processed.
• Renewal payments are not refundable simply because you forgot to cancel — but if you contact us promptly after an unwanted renewal and have not used the service in the new period, we will normally refund it. Ask us.
• Your rights in section 1 apply to renewals as they do to any other purchase.

If we change or withdraw a subscription. We may discontinue, modify or reprice a subscription. We will give you at least 30 days' notice first. If you do not accept the change you may cancel, and we will refund the unused portion of any fees you have prepaid.

5. Paid groups run by other people

Many groups on Communi are created and run by independent group owners. For a paid group, the group owner — not Communi — is the seller. The group owner sets the joining terms, content, pricing and refund terms, and is the merchant of record for that purchase. Communi provides the platform and payment tools the owner uses to run and sell the group.

• Refunds for a paid group are the group owner's responsibility, on the refund terms that owner sets. Because the group owner is the supplier of the group, your Consumer Guarantees Act rights in respect of the group are against the group owner.
• Contact the group owner first if you want a refund or have a problem with a paid group — they set the terms and can usually resolve it fastest.
• Communi remains responsible for what Communi sells to you directly — your Communi licence, subscription, upgrade or add-on — and for the operation of the platform itself, as set out in section 1 and the rest of this policy.
• If you cannot reach a group owner, or a payment processed through the platform has gone wrong on our side, contact us through the Support Centre and we will help.

6. How to request a refund

Send a request through the Support Centre or to support@communi.com, including your account email and the invoice or receipt number.

• We aim to process approved refunds within 10 business days.
• Refunds are issued to the original payment method.
• If your bank or payment provider takes longer to post the refund, that part is outside our control — but tell us if it has not arrived and we will chase it with the provider.

7. Chargebacks

Please ask us for a refund before starting a chargeback. Chargebacks cost us fees we cannot recover and take far longer to resolve than simply asking.

Where a chargeback is dishonest or unfounded, we may suspend the account, recover the disputed amount and associated fees, and take steps to recover what is owed. This does not apply where you have a genuine dispute — raising one is your right.

8. Effect on affiliate commissions

Affiliate commissions are calculated on Net Transaction Value — the gross sale price less refunds, cancellations and chargebacks; payment processing and transaction fees; and applicable taxes, levies and other deductions required by law.

Where a customer refunds, cancels or reverses a payment, the associated affiliate commission is reversed. Where the adjustment happens after a payout, we may deduct or offset it against pending or future payouts, as set out in the Affiliate Program Terms.

Our transaction records are our system of record and are correct absent manifest error. If you believe a commission adjustment is wrong, tell us through the Support Centre with the detail you have and we will investigate and correct it if you are right.

9. If you disagree with a decision

Tell us first through the Support Centre — we will acknowledge within 2 business days and aim to respond substantively within 10 business days.

You do not have to wait for us. Using our internal process is not a precondition to any legal right you have. You may at any time:

• take a claim to the Disputes Tribunal (claims up to $60,000) or the District Court;
• complain to the Commerce Commission about conduct under the Fair Trading Act 1986 or Consumer Guarantees Act 1993 — comcom.govt.nz;
• contact Consumer Protection (MBIE) for free guidance — consumerprotection.govt.nz.

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

10. If you are in the EU or UK

If you are a consumer in the EU or UK, you have a 14-day right to withdraw from a distance contract. For digital content and services supplied immediately, that right ends once supply has begun with your express consent and acknowledgement that you lose the withdrawal right — which is what you agree to at checkout. Our 30-day guarantee in section 3 is more generous and applies to you in any event.

11. Changes to this policy

How we change these terms. We may change this policy. If a change is material — for example a change to the guarantee, to refund eligibility, or to how or when money is paid — we will give you at least thirty (30) days' notice by email to your registered address and by notice in the platform before it takes effect.

Your right to leave. If you do not accept a material change, you may cancel your account before it takes effect, and we will refund any fees you have paid for a period after cancellation. Continuing to use the platform after a material change takes effect means you accept it.

A change to this policy never applies retrospectively to a purchase you have already made.