Clearhour Refund Policy

DRAFT v1, 2026-08-13. Prepared for legal review; not in force.

The short version

You are only ever charged once per questionnaire, when you send it. If we cannot produce its documents, we refund that questionnaire in full.

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

Payment is taken in full when you send a questionnaire, which is before your client fills it in and before any document is produced. That one charge covers the whole questionnaire: resending it, correcting it and producing its documents again are all included, so there is never a second charge for the same questionnaire. If the platform cannot produce the documents for a questionnaire you have paid for, email us with the questionnaire reference and we refund it in full.

2. Change of mind

Once the documents have been produced and delivered, we do not offer refunds for change of mind. The product is a digital deliverable supplied instantly on purchase, and this restriction is disclosed before you pay.

3. Defective documents

If a delivered document is defective, contact us and we will regenerate or fix it at no charge, or refund that questionnaire in full if we cannot. Defective means the documents do not match your client's questionnaire answers, are corrupted, or otherwise fail to be what the platform promised. It does not mean documents that faithfully reflect answers that were themselves entered incorrectly; producing them again is free for that, so fixing it costs nothing either way.

Nothing in this policy excludes or limits rights you have under laws that cannot be excluded, including the consumer guarantees under the Australian Consumer Law where they apply. Where those guarantees apply, you are entitled to the remedies they provide.

4. How to ask

Email [email protected] with the questionnaire reference. We respond within 2 business days. Refunds are returned to the card that paid.

Clearhour Limited · New Zealand · [email protected]