COMMERCIAL SUBSCRIPTION AND SERVICE REFUND POLICY
OPERATED BY: ASETRAX LIMITED
TRADING AS: ASETRAX (Assets Property Hub)™ (Trade Mark No. 1319049)
COMPANY NUMBER: 9450631
NZBN: 9429053876591
GST NUMBER: 149-421-033
REGISTERED ADDRESS: Suite 16015, Level 1, 6 Johnsonville Road, Johnsonville, Wellington 6037, New Zealand
AUSTRALIAN BUSINESS NUMBER (ABN): [Pending – To be inserted upon issue by ATO]
AUSTRALIAN TAX FILE NUMBER (TFN): [Pending – To be inserted upon issue by ATO]
LAST REVISED: 04 September 2026
1. STATUTORY FRAMEWORK AND SCOPE
1.1 Binding Application
This Commercial Subscription and Service Refund Policy (“Refund Policy”) governs all financial cancellations, fee adjustment requests, and refund claims arising from Membership subscriptions or digital advertising services purchased on the cross-border digital marketplace operated at https://assetspropertyhub.com (“Platform”) by ASETRAX LIMITED (“AsetraX”, “we”, “us”, or “our”).
1.2 Consumer Guarantees Framework
- (a) Consumer Transactions: Where a service is purchased by a natural person acting as a “consumer” (as defined under the Consumer Guarantees Act 1993 (NZ) (“CGA”) or Schedule 2 of the Competition and Consumer Act 2010 (Cth) (Australian Consumer Law or “ACL”)), nothing in this Refund Policy purports to exclude, restrict, or modify any statutory consumer guarantees, non-excludable remedies, or rights that cannot lawfully be excluded by agreement.
- (b) Business-to-Business Exclusion: Pursuant to section 43 of the CGA and section 5C of the Fair Trading Act 1986 (NZ), where a purchaser acquires a Membership or service for the purposes of a business, trade, commercial enterprise, or real estate practice, the statutory guarantees under the CGA and sections 9, 12A, and 13 of the Fair Trading Act 1986 do not apply, and the refund terms set out herein operate as the sole remedy.
2. ELIGIBILITY CRITERIA FOR REFUNDS
Refunds are granted strictly under limited technical, operational, and billing circumstances as outlined in the overview table below.
|
Qualifying Grounds (§ 2.1) |
Excluded Circumstances (§ 2.2) |
|---|---|
|
• Systemic Outage (> 7 Days) • Unresolvable Gateway Failure (> 24 Hrs) • Unauthorized Fraudulent Charges • Duplicate Billing Processing • Overcharge Errors |
• Change of Mind / User Error • Poor Listing Performance or Views • Platform Usability Inability • Macroeconomic or Market Drops • Late Cancellation Requests (> 30 Days) |
2.1 Qualifying Operational and Billing Grounds
A Member may submit a formal request for a full or partial refund strictly on the following grounds:
- (a) Systemic Service Outage: The Platform experiences an unannounced technical system outage lasting more than seven (7) consecutive days, preventing the display of active property listings.
- (b) Unresolvable Gateway Failure: A technical defect attributable directly to AsetraX prevents a Member from accessing purchased portal features or uploading property listings for a period exceeding 24 hours from written notification.
- (c) Unauthorized Fraudulent Charges: A transaction is executed using stolen financial credentials or through confirmed unauthorized account access, provided notice is issued in accordance with Section 3.
- (d) Duplicate Billing: The integrated payment gateways (Stripe, Inc. or PayPal Holdings, Inc.) execute multiple processing transactions for a single Membership renewal during the same billing period.
- (e) Overcharge Errors: A Member is billed a rate exceeding the advertised Membership pricing published on the Platform at the time of purchase.
2.2 Non-Refundable Circumstances
Refunds will not be granted under any of the following conditions:
- (a) Change of Mind: Voluntary decision to discontinue platform participation, early cancellation prior to cycle expiry, or subjective dissatisfaction with platform features.
- (b) Listing Performance Deficits: Failure of published listings to generate expected view metrics, lead volumes, buyer enquiries, or real estate purchase offers.
- (c) Usability or Technical Inability: Inability or difficulty on the part of the Member in navigating platform interfaces, formatting listing copy, or uploading multimedia assets.
- (d) Macroeconomic and Market Conditions: Declines in property market values, shifts in buyer demand, or changes in regional property investment regulations.
- (e) Post-Renewal Cancellation Requests: Requests submitted more than thirty (30) days following an automated subscription renewal charge.
- (f) Regulatory or Account Termination: Account suspension or permanent termination resulting from a breach of our Terms and Conditions or Acceptable Use Policy.
3. FRAUDULENT TRANSACTIONS AND PAYMENT DISPUTES
- 3.1 Fraud Reporting Protocol: If an unauthorized or unrecognized charge appears on a card statement or PayPal account, the cardholder must submit written notice to aphadmin@assetspropertyhub.com within seven (7) days of the transaction posting date.
- 3.2 Dispute Management vs Direct Chargeback: Members are strongly requested to contact AsetraX directly to resolve billing disputes prior to initiating formal credit card chargeback proceedings. Where a Member files an unnotified chargeback that is subsequently determined by the financial institution to be invalid, AsetraX reserves the right to suspend account access permanently and recover associated administrative chargeback penalties.
4. REFUND REQUEST PROCEDURE AND ADJUDICATION TIMELINES
4.1 Mandatory Submission Requirements
Formal refund applications must be submitted in writing to aphadmin@assetspropertyhub.com within thirty (30) calendar days of the disputed charge date. Requests delivered after 30 days will be rejected as time-barred.
4.2 Required Application Inclusions
The application must contain:
- Full registered account name, corporate entity, and email address;
- Exact transaction date, payment gateway reference code, and monetary sum charged;
- Specific qualifying legal ground relied upon under Section 2.1; and
- Supporting technical evidence (e.g., bank statements, error screenshots, or outage logs).
4.3 Processing Schedule
- (a) Initial Acknowledgment: Delivered within twenty-four (24) hours of receipt.
- (b) Adjudication Review: Completed within five (5) to seven (7) business days.
- (c) Disbursement Schedule: Approved refunds are processed within ten (10) to fourteen (14) business days back to the original payment instrument (card, PayPal, or bank account).
5. AFFILIATE COMMISSIONS RECAPTURE
- 5.1 Holding Period Safeguard: Affiliate referral commissions generated under the AsetraX Affiliate Referral Program are subject to a mandatory 14 to 30 day holding period prior to disbursement.
- 5.2 Refund Recapture: If a referred customer receives a subscription refund during the holding period, the pending affiliate commission is automatically cancelled. No commission shall accrue on refunded, cancelled, or reversed subscription transactions.
6. APPEALS PROCEDURE AND DISPUTE RESOLUTION
6.1 Formal Appeal Submission
If a refund application is denied, the applicant has fourteen (14) calendar days from the date of the denial notice to file a formal appeal to aphadmin@assetspropertyhub.com. The appeal must present new supporting documentation or demonstrate a misapplication of this Refund Policy.
6.2 Senior Review
Appeals are reviewed independently by a corporate officer of ASETRAX LIMITED. Written determination of the appeal will be issued within seven (7) business days, which shall constitute the final administrative determination of AsetraX.
6.3 Statutory Dispute Escalation
Where a dispute remains unresolvable following senior review, claims may be escalated to statutory dispute channels:
- New Zealand: The Disputes Tribunal or the Commerce Commission.
- Australia: The Australian Competition and Consumer Commission (ACCC) or state tribunal boards.
7. GOVERNING LAW AND AMENDMENTS
- 7.1 Governing Law: This Refund Policy is governed by and construed in accordance with the laws of New Zealand.
- 7.2 Policy Modifications: AsetraX reserves the right to amend this Refund Policy at any time. Updated policies take effect immediately upon publication on the Platform. Charges executed prior to policy revisions will be adjudicated under the policy version in effect on the original charge date.
8. CORPORATE SERVICE AND CONTACT DETAILS
ASETRAX LIMITED
Attention: Billing & Compliance Department
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
