Refunds & Satisfaction
Last updated: 26 June 2026
We want you to feel the BaseCheck report was worth it. BaseCheck is a fast, photo-based screening triage — a structured first read, not an engineering report — and if something genuinely went wrong, we want to make it right.
What your payment covers
Your payment covers generating one preliminary report from the photos and details you provide. The value is delivered when that report is generated.
When we'll refund you
We'll refund your payment if:
- no report was generated because of a fault on our side
- there's a genuine fault in the report or the service
- a refund is required by law (your rights under the Consumer Guarantees Act and Fair Trading Act always apply)
When a refund may not apply
Because the report is generated and supplied as soon as you pay, we may not refund simply because you disagree with the assessment once a report has been generated and supplied with reasonable care. Even then, please tell us — we read every message and would rather hear from you than not.
How to request a refund
Email info@basecheck.co.nz from the email address you used at checkout (or include your report link), and tell us briefly what went wrong. We aim to reply within 2 business days.
If we approve a refund, it goes back to your original payment method. Card refunds typically take 5–10 business days to appear, depending on your bank.
Your statutory rights
Nothing here limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where those apply, they take precedence over this policy.
Full terms
This is the plain-language summary. The full payment and refund terms are in our Terms (section 11, “Payments and Refunds”).