iQLABS
Web intelligence studio · New Zealand

Billing & Refund Policy
How payments, credits, and refunds work at iQLABS.

This policy explains how we handle subscriptions, credit packs, payments, taxes, and refunds for paid iQLABS products, including iQWEB and PropertyIQ.

Legal
Billing & Refund Policy.

We aim to make billing straightforward and predictable. This page explains how we apply charges, how subscriptions renew, how credits work, and when refunds may be issued.

1. Who we are

Entity: IQLABS LIMITED (“iQLABS”, “we”, “our”, “us”)

Registered in New Zealand
NZBN: 9429053304018
Company number: 9390071

Website:
Billing contact:

Last updated: 6 December 2025

2. Paddle as Merchant of Record

iQLABS uses Paddle.com Market Ltd (“Paddle”) as our Merchant of Record. Paddle:

  • Processes all payments for iQLABS products
  • Issues invoices and receipts
  • Calculates, collects, and remits VAT, GST, and other sales taxes
  • Supports billing enquiries and, where appropriate, refunds

3. Products covered by this policy

  • iQWEB — Website diagnostics, scoring, and reporting
  • PropertyIQ (planned) — Property diagnostics
  • Any future paid subscriptions, credit packs, or add-ons under iQLABS

4. Subscriptions

Some products are offered on a recurring subscription basis.

  • Subscriptions renew automatically unless cancelled before the renewal date.
  • Features, limits, and pricing are shown on product pricing pages (e.g. iqweb.ai/pricing).
  • You can cancel via the Paddle “Manage Subscription” link in your receipt email.
  • Cancelling stops future billing but does not automatically trigger refunds.

5. Credit packs

  • Credit packs are one-off purchases and are not subscriptions.
  • Credits generally do not expire while your account remains active.
  • Credits cannot be refunded once used to perform scans or generate reports.

6. Pricing and changes

  • Pricing may change over time.
  • Price changes do not affect past invoices already paid.
  • For renewing subscriptions, you will receive reasonable notice of price changes where required by law.

7. Taxes

Paddle calculates and remits VAT/GST and any other required sales taxes.

  • Taxes appear at checkout when legally required.
  • Paddle receipts will show tax breakdowns.

8. Refunds

Refund requests are assessed according to Paddle’s refund policy and applicable consumer laws.

You may qualify for a refund if:

  • A technical issue prevents access and cannot be resolved in reasonable time
  • You were charged by mistake (e.g. duplicate charge)
  • Consumer laws in your region grant you a right to a refund

Refunds are generally not available if:

  • You used the service and the scans/reports were delivered successfully
  • Credits were consumed
  • You decided not to continue using the service without a legal basis for a refund

9. How to request a refund

  • Use the “View Order” or “Manage Subscription” link in your Paddle receipt email, or
  • Email with your order email and Paddle Order ID

10. Failed payments

  • Paddle may retry failed subscription payments automatically.
  • Your account may be paused or downgraded until payment succeeds.

11. Currency & exchange rates

Paddle may charge in your local currency. Bank conversion fees (if any) are your responsibility.

12. Consumer rights

Nothing in this policy overrides your rights under applicable consumer protection laws.

13. Changes to this policy

We may update this policy periodically. Updated versions will include an updated “Last updated” date.

14. Contact us

For billing or refund enquiries:

Billing should never feel like a mystery. At iQLABS we keep our pricing, subscriptions, credits, and refund process as transparent as possible, with Paddle handling payments and tax on our behalf. If something doesn’t look right on your invoice, we want to hear about it — and we will always aim to resolve genuine issues quickly and fairly.