Review how refunds work at KiwiCV, when revisions come first, how to request a refund, and when turnaround guarantees begin after you approve your extracted data.
Effective date: 19 April 2026
This Refund Policy applies to KiwiCV services provided through our website, application, and related order flows.
Because KiwiCV provides custom, digital, and personalised CV, resume, cover letter, and related document services, refunds are not our default remedy. In most cases, the correct first step is for you to use the included revision process and explain what needs to be fixed.
Most KiwiCV orders include 3 free revisions.
If you are unhappy with your documents, you must first tell us clearly:
what is wrong
what result you expected
what you want changed
If the issue is minor or can reasonably be fixed, our usual remedy is to:
revise the document at no extra charge, or
redo the affected part of the work
We may decline a refund request if you have not given us a reasonable chance to fix the issue first.
Any stated turnaround, delivery estimate, rush service, or time guarantee only starts once all of the following have happened:
payment has been received
you have provided the documents and information we reasonably need
we have completed extraction and made the extracted data available for your review
you have reviewed, corrected where needed, and approved the extracted data so we can begin the rewrite
If you do not review or approve the extracted data promptly, the delivery clock does not start. If you request changes during the review step, provide new information, or delay approval, the delivery timeframe will be paused or extended accordingly.
We are not responsible for missing a stated turnaround where the delay is caused by waiting for your review, approval, corrections, or additional information.
If a delay happens after you have approved the extracted data and the delay is caused by us, we may offer an appropriate remedy, which may include priority completion, a partial refund, or another remedy required by New Zealand consumer law.
We do not offer refunds simply because:
you changed your mind
your circumstances changed
you decided not to apply for the role
you found another service
you no longer need the documents
you want a different tone, style, or wording but have not requested a revision
you are unhappy with a job application outcome or interview outcome
KiwiCV is a personalised service, so once work has started, a change of mind will usually not qualify for a refund.
To request a refund, you must contact us in writing and explain the reason.
Your request must include:
your full name
your order ID
what service you bought
what went wrong
why revisions or a redo will not solve the issue
any examples, screenshots, or specific comments that help us understand the problem
Refund requests that do not clearly explain the issue may be declined.
Please submit your request through:
our contact page: https://www.kiwicv.co.nz/contact
our in-app support or order support channel
or by email: support@kiwicv.co.nz
We aim to acknowledge refund requests within 5 business days.
We may offer a full or partial refund where, after review, we decide that:
no substantial work has started and you promptly requested cancellation with a clear reason
there is a serious issue with the service that cannot reasonably be fixed
there is a serious issue that we cannot fix within a reasonable time
only part of the service is affected, in which case a partial refund may be more appropriate
a refund is required under New Zealand consumer law
A refund will usually be declined if:
the issue can reasonably be fixed through a revision or redo
you have not explained the issue clearly enough for us to assess it
the issue arises from incomplete, inaccurate, or late information provided by you
you are requesting a refund based only on personal preference without giving us a chance to revise
the work has been delivered and no genuine service failure has been identified
you are unhappy with the outcome of a job application, recruiter response, or hiring process
If part of your order was completed properly and part was not, we may offer a partial refund instead of a full refund.
This is especially relevant where an order includes multiple items or stages, for example:
CV and cover letter services
targeted and general versions
add-ons or extra revision purchases
Additional revision packs are generally non-refundable once purchased, added to your order, or used.
If a revision pack was purchased in error and has not been used, we may review a refund request case by case.
Nothing in this section limits any rights you may have under New Zealand law.
Rush or priority processing fees are generally non-refundable once work has started or capacity has been reserved.
If no meaningful work has started and you contact us promptly, we may consider a partial or full refund at our discretion or as required by law.
When assessing a refund request, we may consider:
whether the issue is minor or serious
whether the issue can be fixed through revision or redo
how much of the work has already been completed
whether you used the revision process reasonably
whether the issue was caused by information or instructions you provided
whether New Zealand consumer law requires a refund, compensation, or another remedy
If you want us to review a refund request, you should contact us as soon as possible after the issue becomes clear.
As a general guideline, you should raise the issue within 14 days of delivery of the affected document or service.
If the issue relates to an ongoing service failure, please contact us as soon as you become aware of it.
Nothing in this Refund Policy limits or excludes any rights you may have under the:
Consumer Guarantees Act 1993
Fair Trading Act 1986
or any other law that cannot legally be excluded
If our service does not meet the guarantees required by New Zealand law, you may be entitled to a remedy. For minor problems, we may be entitled to fix the issue first within a reasonable time. For serious problems, or where we do not fix the issue within a reasonable time, you may be entitled to cancel the affected part of the contract and receive a full or partial refund, compensation, or another legal remedy.
KiwiCV
Contact page: https://www.kiwicv.co.nz/contact
Email: support@kiwicv.co.nz
Professional CV and cover letter rewrites tailored for the New Zealand job market. Get your Kiwi-ready CV today!