Refund policy

coPayer never holds the money for your sale. It goes straight from the buyer's bank to the seller's bank, so this policy is about the coPayer fee only.

Last updated 7 October 2026

When you are not charged

The fee is only taken once the buyer's bank has sent the money. If a deal is cancelled, the buyer's bank declines the payment, the buyer walks away, or the seller lets a buyer go, the hold on the seller's card comes off and nothing is charged. Some banks keep showing a hold for a few days before it drops off.

When we refund the fee

• You were charged more than once for the same deal.
• You were charged for a deal that did not complete.
• You were charged the wrong amount.
• Anything else that was our mistake.

In each case we refund the full fee to the card it was taken from.

When we do not refund the fee

Once a deal completes, the fee is for the service already given: both people confirmed through their banks, the funds checked, and the payment sent. So the fee is not refunded if the buyer and seller later undo the deal between themselves, for example if the item is returned and the money paid back. Nothing in this policy takes away any rights you have under the Consumer Guarantees Act 1993, where it applies.

The sale price

coPayer cannot refund or reverse the sale price, because it never holds it. If something goes wrong with the item, see our terms for what to do.

How to ask for a refund

Email hello@copayer.nz with your deal code and what went wrong. We reply within five working days. Once a refund is approved, it usually shows on your card within 5 to 10 working days, depending on your bank.