ASETRAX (Assets Property Hub)™ (TM1319049)
Operated by ASETRAX LIMITED
Company Number: 9450631
New Zealand Business Number (NZBN): 9429053876591
Tax File Number (TFN): [PENDING – to be added on receipt from ATO]
GST Registered: Yes (GST Number: 149-421-033)
Australian Business Number (ABN): [PENDING – to be added on receipt from ATO]
Suite 16015, Level 1, 6 Johnsonville Road
Johnsonville, Wellington 6037
New Zealand
Email: aphadmin@assetspropertyhub.com
Phone: +64 27 338 4107
Website: https://assetspropertyhub.com
Last updated: August 15, 2026
Refund Policy
This Refund Policy explains the circumstances under which AsetraX Limited (“AsetraX,” “we,” “us,” or “our”) will issue refunds for membership subscriptions and services purchased on the AsetraX platform at https://assetspropertyhub.com (“Platform”).
Please read this Refund Policy carefully. By purchasing a membership or service on AsetraX, you agree to the refund terms outlined here.
1. Membership Subscriptions
1.1 Refund Eligibility
Refunds for membership subscriptions are available under the following circumstances:
Eligible for Refund:
- Payment processed in error (duplicate charge, wrong amount)
- Unauthorized transaction (fraudulent charge to your card)
- Service failure lasting more than 7 consecutive days
- Technical error preventing access to purchased features
- Billing error on AsetraX’s part
NOT Eligible for Refund:
- Change of mind or dissatisfaction with the service
- Listing not performing as expected
- Difficulty using Platform features
- Decision to stop using the Platform
- Early cancellation before the billing cycle ends
- Failure to receive expected listing views or inquiries
1.2 Refund Request Timeline
- Refund requests must be submitted within 30 days of the charge date
- Requests submitted after 30 days will not be considered
- To request a refund, email: aphadmin@assetspropertyhub.com
1.3 Refund Request Form
Include the following information:
- Your account name and email
- Date of the transaction
- Transaction ID or confirmation number
- Reason for the refund request
- Supporting evidence (screenshots, error messages, etc.)
- Preferred refund method
1.4 Refund Processing
- We will review your refund request within 5-7 business days
- You will be notified of the outcome via email
- If approved, the refund will be processed within 10-14 business days
- Refunds are issued to the original payment method (card, PayPal, etc.)
- Your account will be downgraded to a free account or suspended, depending on the reason
1.5 Partial Refunds
- If you’ve used the service for part of the billing month, a partial prorated refund may apply
- If you cancel mid-month, you are charged for the full month, and the refund reflects days unused (if any)
- For example: If you purchased on Day 1 of a month and request a refund on Day 10, no refund applies (service was available)
2. Payment Errors and Duplicate Charges
2.1 Duplicate or Erroneous Charges
If you were charged twice for the same membership in a single billing cycle:
- Immediate action: Email aphadmin@assetspropertyhub.com with proof (screenshot of bank or PayPal statement)
- Resolution: We will issue a refund for the duplicate charge within 5 business days
- No questions asked: Duplicate charges are always refunded
2.2 Incorrect Amount Charged
If you were charged more than the advertised price:
- Immediate action: Email aphadmin@assetspropertyhub.com with proof
- Resolution: We will refund the difference immediately
- Apology: We will also provide a credit toward your next month
2.3 Billing During Beta
During the free beta period (before paid plans activate):
- No charges should occur, Beta memberships are entirely free
- If you were charged during beta, this is an error
- Full refund guaranteed for any charges during beta
3. Unauthorized or Fraudulent Transactions
3.1 Fraudulent Charge
If you do not recognize a charge and did not authorize it:
- Immediate action: Email aphadmin@assetspropertyhub.com within 7 days of the charge
- Investigation: We will investigate the transaction
- Chargeback protection: We cooperate fully with your bank or payment provider’s chargeback process
- Resolution: If found to be fraudulent, you will receive a full refund
3.2 Unauthorized Account Access
If someone accessed your account without permission and made charges:
- Immediate action: Change your password and email aphadmin@assetspropertyhub.com
- Investigation: We will investigate the unauthorized access
- Refund: Full refund of unauthorized charges
- Account security: We will secure your account to prevent future unauthorized access
3.3 Payment Method Dispute
If your card or PayPal account shows a charge you didn’t authorize:
- Do not file a chargeback immediately, Contact us first
- Contact us: Email aphadmin@assetspropertyhub.com with details
- We will help: We can often resolve this faster than a chargeback
- Chargeback option: If unresolved, you may file a chargeback through your bank or PayPal
4. Service Failures and Technical Issues
4.1 Extended Service Outage
If the Platform is unavailable for more than 7 consecutive days due to AsetraX’s fault:
- You are eligible for a prorated refund for the outage period
- For example: If the Platform is down for 10 days of a 30-day month, you receive a refund for 10/30 of your subscription fee
4.2 Feature Unavailability
If a key feature of your membership plan is unavailable for more than 7 days:
- You may request a partial refund for the affected period
- We will investigate whether this is a bug or expected maintenance
- If it’s our fault, we will refund the prorated amount
4.3 Access to Your Account or Listings
If you cannot access your account or listings due to a technical error:
- Email aphadmin@assetspropertyhub.com immediately
- We will prioritize restoration of access
- If access is not restored within 24 hours, you are eligible for a partial refund (1 day = 1/30 of your subscription)
4.4 Payment Processing Failure
If your payment was processed but you did not receive confirmation or access:
- Email aphadmin@assetspropertyhub.com with proof of payment
- We will verify the payment and activate your membership
- If the payment cannot be verified, we will refund the charge
5. Non-Refundable Circumstances
5.1 Change of Mind
- You cannot request a refund simply because you changed your mind
- You cannot request a refund because you’re unhappy with the service
- You cannot request a refund because you want to try a different platform
Solution: Cancel your membership at the end of the current billing cycle instead.
5.2 Poor Listing Performance
- You cannot request a refund if your listings don’t receive views or inquiries
- You cannot request a refund if buyers don’t contact you
- AsetraX provides the platform; listing performance depends on property quality, pricing, location, and market conditions
Our responsibility: Provide a functioning platform with access to APAC buyers
Your responsibility: Create quality listings and respond to genuine inquiries
5.3 Difficulty Using the Platform
- You cannot request a refund if you find the Platform difficult to use
- You cannot request a refund if you can’t figure out how to post a listing
- You cannot request a refund if features aren’t working the way you expected
Solution: Contact support at aphadmin@assetspropertyhub.com for help. We provide free technical support.
5.4 Market Conditions or Investment Performance
- You cannot request a refund if the property market declines
- You cannot request a refund if your investment doesn’t perform as projected
- You cannot request a refund if APAC buyer interest decreases
Disclaimer: AsetraX provides market access; we do not guarantee investment returns or market conditions.
5.5 Cancellation Requests After Renewal
- If your membership automatically renewed and you want a refund for the renewal charge, the refund window is still 30 days
- After 30 days from the renewal date, no refund is available
- To prevent auto-renewal, cancel before your renewal date
Tip: We notify you via email 7 days before your renewal date. Unsubscribe then if you don’t want to renew.
5.6 Third-Party Payment Failures
- If PayPal or Stripe fails to process your payment properly, contact them first
- We are not responsible for third-party payment processor errors
- If the error is confirmed to be on their end, they will issue the refund
6. Refund Methods
6.1 Refund to Original Payment Method
Refunds are issued to the payment method used for the original purchase:
- Credit/Debit Card: Refund appears in 5-10 business days
- PayPal: Refund appears in 2-5 business days
- Bank Transfer: If payment was made via bank transfer, refund goes to the original account in 5-10 business days
6.2 Refund Timing
- Processing time: 10-14 business days after approval
- Bank/card processing time: Additional 2-10 business days (varies by institution)
- Total typical time: 2-4 weeks
6.3 Refund Status
- You can check your refund status by emailing aphadmin@assetspropertyhub.com
- Include your transaction ID and refund request reference number
- We will provide status update within 24 hours
6.4 Currency and Exchange Rates
- Refunds are issued in the original currency of the charge
- If charged in NZD, refund is in NZD
- If charged in AUD, refund is in AUD
- We are not responsible for exchange rate fluctuations between purchase and refund
7. Affiliate and Referral Commissions
7.1 Affiliate Commission Refunds
If a referral or affiliate commission was earned through a referral link:
- No refund of commission, Commissions are not returned if the referral customer requests a refund
- The referral customer’s membership refund is processed normally
- The affiliate commission is forfeited (it is not clawed back from your account)
7.2 Refund Within Holding Period
AsetraX has a 14-30 day holding period on affiliate commissions:
- Commissions earned are held for 14-30 days before payout
- If a referral customer requests a refund during the holding period, the commission is cancelled and not paid
- After the holding period ends, the commission is paid (even if the referral customer later requests a refund)
7.3 Fraudulent Referrals
- No commission is paid for fraudulent or self-generated referrals
- If you refer yourself using a different account, both accounts will be terminated and no commission is paid
- If a commission was paid for a fraudulent referral, it will be clawed back from your account
8. Aggregate Refund Limits
8.1 Repeat Refund Requests
If you request refunds multiple times for similar reasons:
- We investigate patterns of repeat refund requests
- If we determine you are abusing the refund policy, we may:
- Deny future refund requests
- Suspend your account
- Terminate your account and ban you from future memberships
8.2 Chargeback Disputes
If you file a chargeback with your bank or PayPal instead of contacting us:
- Your account will be suspended or terminated
- We will cooperate fully with the chargeback investigation
- If the chargeback is resolved in your favor, we will not reinstate your account
- You may not create a new account (account ban)
9. Account Status After Refund
9.1 Membership Downgrade
After a refund is processed:
- Your membership is immediately downgraded to a free account
- Your listings remain on the Platform as inactive
- You can reactivate listings if you purchase a new membership
9.2 Account Suspension
If the refund reason is fraud, unauthorized access, or policy violation:
- Your account may be suspended instead of downgraded
- You cannot access listings or create new ones
- You may not create a new account
9.3 Data Retention
- Your account data is retained for 90 days after downgrade
- After 90 days, your data may be deleted
- Your listings remain visible on the Platform (unless removed for other reasons)
10. Disputes and Appeals
10.1 Refund Denial
If your refund request is denied:
- We will provide written explanation via email
- You have 14 days to appeal the decision
- To appeal, email aphadmin@assetspropertyhub.com with:
- Your original refund request reference number
- New information or evidence supporting your request
- Explanation of why you believe the decision was wrong
10.2 Appeal Process
- Appeals are reviewed by a senior staff member (not the person who made the original decision)
- We will respond within 7 business days
- The appeal decision is final and binding
- No further appeals are available
10.3 Unresolved Disputes
If you believe AsetraX has treated you unfairly:
- New Zealand: File a complaint with the Consumer Dispute Resolution scheme or the Disputes Tribunal
- Australia: File a complaint with the ACCC or your state/territory consumer protection authority
- Both: Contact the Privacy Commissioner if privacy is involved
11. Money-Back Guarantee (if applicable)
11.1 No Money-Back Guarantee
AsetraX does not offer a money-back guarantee or trial period.
- All membership purchases are final
- Refunds are only available under the specific circumstances outlined in this Policy
- Satisfaction is not a basis for refund
11.2 Free Beta Access
During the beta period:
- All memberships are completely free
- You can test the Platform at no cost
- If you don’t like it, simply don’t upgrade when paid plans activate
12. Policy Changes
12.1 Updates to This Policy
AsetraX may update this Refund Policy at any time. Changes are effective when posted.
If we make changes that reduce your refund rights, we will:
- Notify you via email
- Provide 30 days’ notice before the change takes effect
- Honor the old policy for charges made before the change date
12.2 Current Version
The current version of this Refund Policy is dated August 15, 2026.
13. Contact and Support
13.1 Refund Requests
To request a refund:
Email: aphadmin@assetspropertyhub.com
Subject Line: “Refund Request, [Your Name], [Transaction Date]”
Include:
- Your account name and email address
- Date of the transaction
- Transaction ID or confirmation number
- Amount charged
- Reason for the refund request
- Supporting evidence (screenshots, error messages, proof of unauthorized charge, etc.)
- Preferred refund method (if different from original payment method)
Response Time: We will acknowledge your request within 24 hours and provide a decision within 5-7 business days.
13.2 General Support
For questions about refunds or membership:
Email: aphadmin@assetspropertyhub.com
Phone: +64 27 338 4107
Response Time: Within one business day
13.3 Regulatory Complaints
New Zealand:
- Consumer Dispute Resolution Scheme: https://www.disputes.org.nz
- Disputes Tribunal: https://www.justice.govt.nz/tribunals/disputes-tribunal/
- Commerce Commission: https://www.comcom.govt.nz
Australia:
- Australian Consumer and Competition Commission (ACCC): https://www.accc.gov.au
- State/Territory Consumer Protection: Varies by location
14. Related Policies
This Refund Policy should be read in conjunction with:
- Terms and Conditions, https://assetspropertyhub.com/asetrax-terms-of-use/
- Acceptable Use Policy, https://assetspropertyhub.com/asetrax-acceptable-use-policy/
Summary: Quick Refund Reference
✓ Eligible for refund: Duplicate charge, unauthorized transaction, service outage >7 days, billing error, technical failure
✓ Eligible timeframe: 30 days from charge date
✓ Refund method: Original payment method (5-14 business days)
✓ Appeal available: 14 days after denial
❌ NOT eligible: Change of mind, poor listing performance, difficulty using Platform, market conditions
❌ NOT refundable: Affiliate commissions, cancelled referrals, fraudulent referrals
❌ After 30 days: No refunds available (unless ongoing service failure)
Refund Request Checklist
Before you request a refund, make sure you have:
- [ ] Your account name and email
- [ ] Transaction ID or confirmation number
- [ ] Date of charge
- [ ] Screenshots or proof (if applicable)
- [ ] Clear reason for refund
- [ ] Evidence supporting your claim
Email to: aphadmin@assetspropertyhub.com
Subject: “Refund Request, [Your Name], [Date]”
Contact Information
ASETRAX LIMITED
Company Number: 9450631
New Zealand Business Number (NZBN): 9429053876591
Tax File Number (TFN): [PENDING – to be added on receipt from ATO]
GST Registered: Yes (GST Number: 149-421-033)
Australian Business Number (ABN): [PENDING – to be added on receipt from ATO]
Suite 16015, Level 1, 6 Johnsonville Road
Johnsonville, Wellington 6037
New Zealand
Email: aphadmin@assetspropertyhub.com
Phone: +64 27 338 4107
Website: https://assetspropertyhub.com
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