TERMS OF SERVICE

Verial Services Ltd

Last Updated: January 2026

These Terms apply to your use of the Verial platform (the Platform).

1. Key points (plain English)

Verial is a marketplace platform. Verial is not the service provider.
Providers are independent contractors. Providers are not Verial employees, agents, or partners.
Payments flow through Verial via Stripe as the platform intermediary.
Refunds, cancellations, no-shows, and disputes are governed by Verial’s platform-wide rules in section 6.

2. Acceptance

By accessing or using the Platform, you agree to these Terms. If you do not agree, do not use the Platform.

3. Definitions

Customer: a person who books services.
Provider: a person or business that lists and delivers services.
Booking: a confirmed request for a service through the Platform.
Booking start time: the scheduled start time shown for a Booking.
Completion: the point at which the Booking is treated as completed in the Platform.

4. Verial’s role (marketplace)

The Platform connects Customers with Providers.

The contract for the service is between the Customer and the Provider.
Providers are responsible for delivering the service, including quality and compliance.
Verial provides the Platform features (listings, booking workflow, payments, and communications) and support processes.

5. Accounts and eligibility

You must be 18 years or older to use the Platform.

You agree to:

provide accurate information (and keep it up to date);
keep your login credentials secure; and
be responsible for activity on your account.

Verial uses third-party authentication providers (see our Privacy Policy).

6. Payments, refunds, cancellations, no-shows, and disputes

6.1 Payments and Stripe

Payments are processed via Stripe.
Verial does not store card numbers or full payment card details.
Verial collects payment from the Customer through Stripe and facilitates payout to the Provider via Stripe Connect.

6.2 Platform-wide refunds and cancellations (locked policy)

These rules apply to all Bookings on Verial.

Free cancellation (Customer or Provider)

Free cancellation is available up to 24 hours before the Booking start time.

Late cancellation

Cancellations made within 24 hours of the Booking start time are non-refundable, unless the cancellation is due to Provider fault.

Provider fault includes (at a minimum):

the Provider does not show up for the Booking;
the Provider cancels late; or
the Provider fails to deliver the booked service.

Stripe fees

Stripe processing fees are non-refundable.
The Platform does not absorb Stripe processing fees.

This means that where a refund is approved, the refunded amount will exclude Stripe processing fees.

6.3 No-shows (locked policy)

Customer no-show: no refund.
Provider no-show: full refund (excluding non-refundable Stripe fees).

6.4 Disputes (locked policy)

Both Customers and Providers may initiate a dispute.
Disputes must be raised within 7 days of Booking completion.
All disputes are admin-reviewed.
Payouts may be paused during an investigation.
Verial does not guarantee any particular outcome.

6.5 How refunds and disputes are handled today (implementation honesty)

Some parts of the refund/dispute process are not yet fully automated. At this stage:

cancellation/refund eligibility (including the 24-hour window and Provider fault assessment) is reviewed and processed by Verial administrators; and
disputes are reviewed and processed by Verial administrators.

Verial may request information from both parties (for example, messages, photos, receipts, and other evidence) to assess eligibility and outcomes.

6.6 Chargebacks

If a Customer initiates a chargeback through their bank/card provider:

the chargeback will be handled through Stripe’s chargeback process;
Verial may request information from the Customer and Provider;
Verial may pause payouts and/or take account risk actions while the chargeback is investigated.

7. Provider obligations (including taxes)

Providers must:

accurately describe services, pricing, and availability;
deliver services with reasonable care and skill; and
comply with all applicable New Zealand laws.

Providers are responsible for their own taxes, including GST if applicable.

8. Platform controls, verification, and risk

To protect users and the Platform, Verial may:

require verification for Providers (including identity verification);
suspend or restrict accounts or listings;
pause payouts where required for disputes, fraud prevention, or compliance checks;
refuse or reverse transactions where required by law or Stripe rules.

9. Prohibited conduct

You must not:

use the Platform for unlawful, fraudulent, or harmful activity;
attempt to circumvent platform payments or fees;
harass, abuse, impersonate, or mislead others;
upload malware or harmful content; or
misuse the Platform (including scraping or reverse engineering where prohibited by law).

10. Intellectual property

Verial owns the Platform and its software. Users retain ownership of their content, but grant Verial a licence to host, display, and process it for Platform operation.

11. Liability and consumer law

To the maximum extent permitted by law:

the Platform is provided “as is”; and
Verial is not responsible for the acts or omissions of Providers or Customers.

Nothing in these Terms is intended to exclude or limit any rights you may have under New Zealand consumer law that cannot be excluded.

12. Suspension and termination

Verial may suspend or terminate access if:

these Terms are breached;
fraud, abuse, or risk is detected; or
it is required for safety, compliance, or legal reasons.

Termination does not affect existing payment obligations, dispute processes, or legal rights.

13. Changes

We may update these Terms from time to time. If you continue to use the Platform, you accept the updated Terms.

14. Governing law

These Terms are governed by the laws of New Zealand, and the New Zealand courts have non-exclusive jurisdiction.

15. Contact

Email: legal@verialservices.nz

Location: Auckland, New Zealand

Terms of Service