1. Overview

This Cancellation & Refund Policy applies to all Healthy Homes assessment bookings made through the Allwise Solutions Limited platform ("we", "us", "the Company"). By booking an assessment, you agree to the terms below.

2. Cancellation by the Client

Notice Period	Refund	Reschedule
48+ hours before inspection	Full refund	Free reschedule
24–48 hours before	50% refund	Reschedule with 50% credit
Less than 24 hours	No refund	Full fee applies
No-show (inspector on site)	No refund	Full fee applies

Notice periods are calculated from the scheduled inspection start time. Cancellations and reschedule requests must be submitted in writing to legal@allwise.co.nz or via the client portal.

3. Cancellation or Reschedule by Us

We may need to reschedule or cancel an assessment in the following circumstances:

Inspector unavailability: If the assigned inspector is unable to attend due to illness or emergency, we will reschedule at the earliest mutually available time at no cost.
Weather or safety: If the inspector determines that conditions are unsafe (severe weather, flooding, earthquake, or other hazard), the assessment will be rescheduled at no cost.
Access issues: If the property cannot be safely accessed (locked gates, aggressive animals, construction), we will contact you to resolve. If unresolved, standard cancellation terms apply based on notice given.
Force majeure: Neither party is liable for delays or failures caused by events beyond reasonable control (natural disasters, pandemics, government restrictions).

If we cancel and cannot reschedule within 14 days, you are entitled to a full refund.

4. Refund Process

Refunds are processed within 10 business days of a valid cancellation.
Refunds are issued to the original payment method.
If you paid by bank transfer, we will request your bank account details for the refund.
All refunds are in New Zealand Dollars (NZD).

5. Non-Refundable Items

The following are not eligible for refund:

Assessments that have been completed and the report delivered.
Rush/urgent processing fees once the report has been commenced.
Travel surcharges where the inspector has already travelled.
Third-party fees or disbursements already incurred on your behalf.

6. Re-Inspections

If remediation work is completed and you require a re-inspection to confirm compliance:

Re-inspections are treated as new bookings and are subject to standard pricing.
A discounted re-inspection rate may apply if booked within 6 months of the original assessment.
Standard cancellation terms apply to re-inspection bookings.

7. Standalone Tribunal Evidence Packs (Self-Service)

The Tribunal Evidence Pack is sold as an instant-access digital product via our self-service purchase flow at /buy/tribunal-pack. Because the pack is generated immediately on payment, the Consumer Guarantees Act 1993 cooling-off / cancellation rules for services do not apply once the pack has been generated.

Refunds & remedies

Situation	Outcome
Pack generation fails (system error)	Full refund or free re-generation — your choice
Buyer changes mind before pack generation	Full refund — contact us within 24 hours of payment
Buyer supplies incorrect data (e.g. wrong address, fabricated evidence)	No refund — buyer bears responsibility for declaration accuracy
Tenancy Tribunal rejects the pack	No automatic refund — the pack was correctly generated from the data you supplied. You may lodge a complaint under §10 and we will investigate whether a refund is warranted.
Volume bundle (3-pack or 10-pack) not fully used	No partial refund for unused pack credits once any pack from the bundle has been generated

Your consumer guarantees

Nothing in this section limits your rights under the Consumer Guarantees Act 1993. If the pack is not of acceptable quality (for example, a page is missing or the cryptographic seal fails verification), contact us at legal@allwise.co.nz and we will re-generate the pack free of charge or refund the full purchase price within 10 business days.

8. Disputed Charges

If you believe a charge is incorrect or a refund has not been properly applied, contact us at legal@allwise.co.nz within 30 days of the charge. We will investigate and respond within 10 business days. This does not affect your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

9. Changes to This Policy

We may update this policy from time to time. The version applicable to your booking is the one in effect at the time of booking. Material changes will be published on this page.

10. Related Documents

This document should be read together with:

11. Contact

For cancellation or refund enquiries:

Allwise Solutions Limited
NZBN available on request under IPP 6 (see Privacy §7)
17 East Street, Petone, Lower Hutt, Wellington, 5012
Email: legal@allwise.co.nz
Phone: +64 21 024 16717