Refund and Cancellation Policy

This Refund and Cancellation Policy (“Policy”) sets out the terms under which refunds and cancellations are managed by CarMaint Ltd (“we”, “us”, “our”, or “CarMaint”). This Policy applies to all customers (“you”, “your”) using the CarMaint platform, whether through the CarMaint App, Website, or directly with a participating workshop.

This Policy should be read alongside the CarMaint Workshop Terms & Conditions and Service Agreement & Booking Terms.

1. Subscriptions

CarMaint offers subscription plans that are charged upfront. If you wish to cancel your subscription, you may do so at any time.

Upon cancellation of a subscription, you have three options:

• Full refund — Receive a full refund of the amount paid, minus a 5% CarMaint service fee applied to the full subscription amount. Please note that Stripe, Afterpay, and Zip transaction fees are non-refundable and will also be deducted from the refund amount. Where your Workshop agrees to the refund, it is processed as a Stripe reversal from the Workshop’s account and typically completes within 5 business days.
• Keep your balance — Choose to leave your subscription balance where it is for future use within the platform.
• Convert to in-app credit — Convert your subscription balance into in-app credit, which can be applied toward any eligible purchase or service through the CarMaint platform.

The choice of option is entirely yours. To request a cancellation and select your preferred option, please contact CarMaint through any of the methods outlined in Section 6 of this Policy.

Subscription refund requests are reviewed and approved by the Workshop that provided the subscription, not by CarMaint. Where the Workshop agrees to the refund, Stripe processes it automatically from the Workshop’s connected account and you will be notified of the outcome via the CarMaint App and by email, typically within 5 business days. CarMaint facilitates communication of the request but does not decide the outcome and holds no liability for a Workshop’s refund decision. See Section 7 for how disputed requests are handled.

2. Subscription Pausing

If you are not ready to cancel but need a break from your subscription, you may choose to pause it instead.

• Subscriptions may be paused for a maximum of 3 months at any one time.
• Billing will pause for the duration of the pause period. You will not be charged while your subscription is paused.
• You may pause your subscription up to 3 times.
• Please note that pausing your subscription for longer than 1 month may result in a price increase upon resumption, due to potential changes in subscription pricing during that period. CarMaint will notify you of any pricing changes before your subscription resumes.

To pause your subscription, please contact CarMaint through any of the methods outlined in Section 6 of this Policy.

3. Prepaid Jobs (Current Jobs)

Where a customer has paid upfront for a quoted job through the CarMaint platform, the following refund terms apply. CarMaint does not hold job funds at any point — Stripe holds a job payment until the Workshop marks the job complete, at which point Stripe pays the Workshop directly. Whether funds are still held by Stripe or have already been paid out to the Workshop affects how a refund is processed, as set out below.

• Work not yet started — If you cancel before the workshop has commenced any work, you are entitled to a full refund minus a 1.25% CarMaint service fee and any non-refundable transaction processing fees applied to the full amount paid. As the job has not been marked complete, the funds are still held by Stripe and the refund is a straightforward Stripe reversal once the Workshop agrees. Refund requests must be submitted before work commences.
• Work partially completed — If work has already started at the time of cancellation, a partial refund may apply based on the value of work completed to that point. The refund amount is determined by the Workshop, as the party responsible for the job — CarMaint may facilitate the conversation but does not decide the amount and holds no liability for that decision. As the job has typically not yet been marked complete, funds are usually still held by Stripe, and the agreed refund amount is processed as a Stripe reversal. Transaction processing fees remain non-refundable.
• Work fully completed — Once a service has been fully completed and the job marked complete, Stripe will typically have already paid the Workshop, and no refund will be issued through this process. This does not affect your rights under the Consumer Guarantees Act 1993 — see Section 12.

Refund requests for prepaid jobs must be submitted before work commences. Requests submitted after work has started will be assessed on a case by case basis.

All prepaid job refunds will be returned to the original payment method used at the time of purchase.

4. Workshop Cancellations

If a workshop cancels a confirmed and prepaid booking, the following applies:

• The workshop must endeavour to reschedule the booking for an alternative date and time at the earliest opportunity.
• If rescheduling is not suitable or possible, the customer may choose to have the prepaid amount applied toward the same service at another participating CarMaint workshop, where this is financially viable.
• Alternatively, the customer may request a full refund of the amount paid, minus the 1.25% CarMaint service fee and any non-refundable transaction processing fees. The refund will be returned to the original payment method used at the time of purchase.

In all cases of workshop cancellation, CarMaint will work with the customer to ensure a fair and timely resolution. The customer will be notified of the outcome via the CarMaint App and by email.

5. Promotional and Discounted Bookings

Bookings made under a promotional offer, discount code, or special pricing may be subject to different refund terms as determined by the workshop. Please check with your workshop at the time of booking to understand what refund terms apply to any promotional or discounted booking. CarMaint is not responsible for setting or enforcing refund terms on promotional bookings offered by individual workshops.

6. How to Submit a Refund Request

You can submit a refund request through any of the following methods:

• CarMaint App — Navigate to your booking or subscription and submit a refund request directly through the platform.
• Email — Contact us at support@carmaint.com.
• Your workshop — Contact your workshop directly and they will assist in raising the request through the CarMaint platform.

When submitting a request, please include your name, booking or subscription details, and the reason for your request. This will help us process your request as quickly as possible.

7. Approval Process

Subscription and prepaid job refunds are reviewed and decided by the Workshop that provided the subscription or job — not by CarMaint. CarMaint holds no approval authority and no liability for a Workshop’s refund decision.

What happens next depends on whether the Workshop agrees to the refund:

Where the Workshop agrees — the refund is processed automatically as a Stripe reversal, either from funds still held by Stripe (if the job has not yet been marked complete) or from the Workshop’s connected account (if it has already been paid out). No further CarMaint approval step is required.

Where the Workshop disputes or refuses — CarMaint does not force a reversal of funds out of the Workshop’s account. The matter follows the dispute path in Section 13: direct resolution between customer and Workshop first, with the option to escalate to the Disputes Tribunal or under the customer’s Consumer Guarantees Act 1993 rights.

Where an agreed refund is processed, the customer will be notified of the outcome via the CarMaint App and by email, typically within 5 business days.

8. Refund Method and Currency

All refunds will be returned to the original payment method used at the time of purchase, unless the customer has chosen to convert their balance to in-app credit under Section 1.

All refunds are processed in New Zealand Dollars (NZD).

9. Non-Refundable Fees

Please note that the following fees are non-refundable in all circumstances:

• Stripe, Afterpay, and Zip transaction processing fees — these are charged by the payment provider at the time of payment and cannot be recovered by CarMaint.
• CarMaint service fees on completed transactions — once a service has been fully completed, the CarMaint service fee is non-refundable.

10. Failed or Disputed Payments

The CarMaint App will confirm whether a payment has been processed correctly at the time of transaction. If a payment fails, you will be notified immediately through the platform.

If a customer initiates a chargeback or payment dispute through their bank or financial institution, CarMaint reserves the right to suspend the customer’s account while the dispute is being investigated. The suspension will be lifted once the dispute has been resolved.

CarMaint is not liable for any loss or inconvenience caused by a failed payment or bank-initiated dispute where the platform has correctly processed the transaction.

11. Non-Refundable Situations

For clarity, refunds will not be issued in the following circumstances:

• A service has been fully completed to the required standard.
• A refund request for a prepaid job is submitted after work has commenced, unless a partial refund applies under Section 3.
• A customer fails to attend a scheduled booking without reasonable prior notice and the workshop has made preparations to carry out the work.
• A customer changes their mind after work has commenced.
• A promotional or discounted booking where the workshop’s terms specify no refund applies.

12. Consumer Guarantees Act 1993

Nothing in this Policy limits or removes your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand legislation. If a service has not been carried out with reasonable care and skill, you may be entitled to a remedy regardless of the terms of this Policy.

13. Disputes

If you are unhappy with the outcome of a refund request, we encourage you to contact CarMaint directly so we can work toward a fair resolution. If the matter cannot be resolved, you may seek assistance through the Disputes Tribunal or your rights under New Zealand consumer law.

CarMaint does not act as a legal representative for either party and will remain neutral in all disputes between customers and workshops.

14. Governing Law

This Policy is governed by and construed in accordance with the laws of New Zealand. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the New Zealand courts.

15. Updates to This Policy

We may review or update this Policy from time to time to reflect changes in our operations, platform, or applicable law. We will provide reasonable notice of any material changes. The version in effect at the time of your booking or subscription charge will apply.