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Refund Policy

1. Overview
This Refund Policy applies to digital property reports and any associated support, access, or related services supplied by Paragon Property Ratings Limited ("Paragon", "we", "us", or "our").

 

This policy explains when a customer may be entitled to a correction, re-supply, refund, or other remedy, and when refunds are not available.


Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under New Zealand law, including under the Consumer Guarantees Act 1993 ("CGA") and the Fair Trading Act 1986 ("FTA").


2. No Refund for Change of Mind
Because Paragon supplies digital reports and related services that are commonly prepared, commissioned, processed, or delivered specifically for the customer, refunds are not available for change of mind. This includes circumstances where a customer no longer wants the report or service after ordering it, even if the customer is waiting for such report to be delivered to them.


3. Cancellation Before Delivery
If a customer asks to cancel an order before delivery and before substantial work has commenced, Paragon may, in its discretion, accept the cancellation.

If Paragon accepts a cancellation in these circumstances, Paragon may:

  • Retain any deposit already paid; and/or

  • Charge a reasonable amount for:

    • work already completed;

    • time already incurred;

    • third-party costs already committed or incurred; and

    • administrative expenses relating to the order.

Any refund in that case will be limited to the amount paid by the customer less those amounts.

4. When a Refund, Correction, or Re-supply May Be Available
If a report or service supplied by Paragon:

  • Is not materially as described;

  • Contains a material processing error attributable to Paragon; or

  • Cannot be accessed due to an issue within Paragon’s reasonable control,


Paragon may, at its option and to the extent permitted by law:

  • Correct the error; or

  • Re-supply the report or service; otherwise

  • Only as last resort where the remedies above are not available, then Paragon will refund the amount paid for the affected Report or Service (which may be in particular if appropriate).


Paragon reserves the right to determine the most appropriate remedy in the circumstances, subject to any non-excludable rights under applicable law.

 

5. Circumstances Where No Refund Is Payable
A refund will not be payable where the issue arises from, relates to, or is caused by:

  • Inaccurate, incomplete, outdated, misleading, or incorrectly entered data provided by the customer or on the customer’s behalf;

  • Errors, omissions, delays, or inaccuracies in third-party material, third-party data, or third-party services;

  • The customer’s systems, software, hardware, internet connection, security settings, or access environment;

  • Misuse of the report or service, including use outside its stated purpose;

  • The customer’s failure to follow any instructions, requirements, or compatibility information provided by Paragon; or

  • Dissatisfaction with an opinion, rating, score, assessment, or conclusion that has been properly produced in accordance with the stated methodology.


For clarity, a refund is not available merely because a customer disagrees with the result, outcome, score, rating, or professional conclusion reached in a report where that result has been produced in accordance with the relevant methodology and description.

Refunds are intended to be a remedy of last resort and will not be available where Paragon instead corrects or re-supplies the report.

6. Downloadable and Electronic Products
Paragon supplies digital products and electronically delivered services. Because of the nature of those products and services:

  • They cannot be returned once supplied or accessed; and

  • No returns or refunds are offered for change of mind.


If a downloadable or electronic product is faulty, significantly misdescribed, or otherwise gives rise to a remedy required by New Zealand law, Paragon will provide the remedy required by law, which may include repair, correction, replacement, re-supply, or refund.

 

7. Customer Obligations
To help Paragon assess any issue efficiently, the customer must provide:

  • Sufficient details of the order;

  • A description of the issue;

  • Any relevant screenshots, correspondence, or supporting information; and

  • Any other information reasonably requested by Paragon for verification or investigation.

Paragon may decline a refund request where the customer does not provide enough information to assess the claim.

8. New Zealand Consumer Law
Nothing in this Refund Policy excludes or limits any rights the customer may have under the
Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other law where such rights cannot be excluded or limited.
 

To the extent permitted by the law and where the customer acquires Paragon’s products or services in trade, and both parties are in trade, Paragon can, if it is fair and reasonable to do so, contract out of:

  • The Consumer Guarantees Act 1993; and/or

  • Sections 9, 12A, and 13 of the Fair Trading Act 1986.
     

If there is any inconsistency between this policy and any non-excludable rights under New Zealand law, those non-excludable rights will prevail.

9. How to Request a Remedy
To request a correction, re-supply, or refund, the customer should contact Paragon using the contact details in Clause 13 and must provide the information required under Clause 7.

10. Assessment of Requests
Once a request is received, Paragon will review the matter and determine whether:

  • No remedy is available;

  • The report or service should be corrected;

  • The report or service should be re-supplied; or

  • A full or partial refund should be provided as a remedy of last resort.

Any refund approved by Paragon will usually be made using the original payment method, unless Paragon agrees otherwise.

11. Partial Refunds
Where only part of a service is affected, or where work has already been validly performed, Paragon may provide a partial refund only, to the extent appropriate in the circumstances if required by the applicable law.

12. Changes to This Policy
Paragon may update this Refund Policy from time to time. The version published on Paragon’s website at the time of purchase or supply will generally apply, unless a later version is required by law or is expressly stated to apply.

13. Contact Details
Website URL: https://www.paragonratings.co.nz/
Email: ryan@paragonratings.co.nz
Phone: 021 194 2949
Registered Office and Address for Services: Ryan Smith, 148 Second View Avenue, Beachlands, Auckland, 2018, New Zealand

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