Terms and Conditions

1. Introduction

Welcome to Servy, operated by SERVY LIMITED (NZBN: 9429053052940), a company incorporated in New Zealand ("we", "our", or "us"). These Terms and Conditions ("Terms") govern your use of the Servy platform, including our website at servy.co.nz, our customer app, and our provider app (collectively, the "Platform").

Servy is a two-sided marketplace that connects customers seeking home services with independent service providers. We facilitate the booking and payment process but are not ourselves a provider of home services.

By creating an account or using the Platform, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.

2. Eligibility and Accounts

To use Servy, you must:

• Be at least 18 years of age
• Be located in New Zealand
• Provide accurate and complete information when registering
• Maintain the security of your account credentials

You may register using an email address and password, or via a supported social login provider (Facebook, Google, or Apple). You are responsible for all activity that occurs under your account. Notify us immediately at support@servy.co.nz if you suspect unauthorised access.

You may not create more than one account per person. We reserve the right to suspend or terminate accounts that violate these Terms.

3. Services Available on the Platform

Servy currently facilitates bookings for the following home services:

• House cleaning (regular, deep, and end-of-lease)
• Lawn and garden maintenance (mow, edge, weed, and tidy)
• General labour (heavy lifting and odd jobs)
• Moving help (load, unload, and van with driver)
• Additional services as they become available on the Platform

Service availability may vary by location and is subject to provider availability at the time of booking.

4. Promotional Offers

Promotional offers are subject to availability and may be modified or withdrawn at any time without notice.

5. Bookings

Making a Booking

Customers can request a booking through the Servy app. A booking is confirmed once a provider accepts the request and you receive a confirmation notification. Servy does not guarantee that a provider will be available for every requested time slot.

Cancellation by Customers

• Cancellations made more than 24 hours before the scheduled service time are eligible for a full refund
• Cancellations made within 24 hours of the scheduled service time may incur a cancellation fee
• No-shows (customer not present at the time of service) will be charged the full booking amount

Cancellation by Providers

If a provider cancels a confirmed booking, we will attempt to find an alternative provider where possible. Repeated provider cancellations may result in removal from the Platform.

Modifications

Booking modifications (date, time, or scope of service) must be made through the app and are subject to provider availability and agreement.

6. Payments

All payments are processed securely through Stripe. By making a booking, you authorise Servy to charge your selected payment method for the agreed service amount plus any applicable fees.

• All prices are in New Zealand Dollars (NZD) and include GST where applicable
• Payment is collected at the time of booking confirmation
• We accept major credit and debit cards as supported by Stripe
• Servy charges a platform service fee on each booking, which is displayed at checkout
• We do not store your card details — all payment information is handled by Stripe in accordance with PCI-DSS standards

7. Refunds

Refunds are issued in accordance with our cancellation policy above and as required by the Consumer Guarantees Act 1993. Refunds are returned to your original payment method and may take 5–10 business days to appear depending on your bank.

If a service was not completed to a satisfactory standard, please contact us at support@servy.co.nz within 48 hours of the service. We will investigate and, where appropriate, offer a partial or full refund at our discretion.

8. Provider Terms

Service providers on the Servy platform are independent contractors, not employees of Servy. By registering as a provider, you agree to:

• Provide accurate information about your services, skills, and availability
• Carry appropriate insurance for the services you offer
• Arrive on time and complete booked services to a professional standard
• Treat customers with respect and professionalism at all times
• Not solicit customers to transact outside of the Servy platform
• Comply with all applicable New Zealand laws, including health and safety obligations

Provider payouts are processed through Stripe Connect. By onboarding as a provider, you agree to Stripe's Connected Account Agreement. Payouts are made on the schedule displayed in the provider app, typically after service completion.

Servy reserves the right to suspend or remove any provider from the Platform for poor performance, repeated cancellations, customer complaints, or breach of these Terms.

9. Ratings and Reviews

After each completed service, customers may leave a rating and review for the provider. Reviews must be honest, accurate, and based on your genuine experience. We reserve the right to remove reviews that are fraudulent, abusive, or in violation of these Terms. Providers may not solicit fake reviews or offer incentives for positive reviews.

10. Acceptable Use

You agree not to:

• Use the Platform for any unlawful purpose
• Provide false, misleading, or fraudulent information
• Circumvent the Platform by arranging services directly with providers or customers met through Servy
• Harass, threaten, or abuse other users or providers
• Attempt to gain unauthorised access to any part of the Platform
• Transmit viruses, malware, or other harmful code
• Scrape, copy, or reproduce Platform content without our written permission

11. Intellectual Property

All content on the Platform — including text, graphics, logos, images, and software — is owned by or licensed to SERVY LIMITED and is protected by New Zealand and international copyright laws. You may not reproduce, distribute, or create derivative works from our content without our express written permission.

12. Privacy and Data Protection

Your use of the Platform is subject to our Privacy Policy, which forms part of these Terms. By using Servy, you consent to the collection and use of your information as described in our Privacy Policy, available at servy.co.nz/privacy.

13. Limitation of Liability

Servy is a marketplace platform. We do not directly provide home services and are not liable for the acts or omissions of independent providers. To the maximum extent permitted by law, SERVY LIMITED shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform or services booked through it.

Our total liability to you for any claim shall not exceed the amount you paid to us in the 12 months preceding the claim.

Nothing in these Terms limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

14. Consumer Rights

Nothing in these Terms limits or excludes any rights you have under New Zealand law, including:

• Consumer Guarantees Act 1993
• Fair Trading Act 1986
• Privacy Act 2020
• Contract and Commercial Law Act 2017

15. Dispute Resolution

If you have a complaint, please contact us first at support@servy.co.nz. We aim to resolve all disputes within 5 business days. If we cannot resolve a dispute informally, the following process applies:

1. Good faith negotiations between the parties
2. Mediation through a mutually agreed mediator
3. If mediation fails, disputes will be resolved through the courts of New Zealand

16. Governing Law

These Terms are governed by the laws of New Zealand. The New Zealand courts have exclusive jurisdiction over any disputes arising from these Terms or your use of the Platform.

17. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by posting the updated Terms on the Platform and, where appropriate, by email or in-app notification. Continued use of the Platform after changes are posted constitutes your acceptance of the updated Terms.

18. Termination

We may suspend or terminate your access to the Platform immediately and without prior notice if you breach these Terms, engage in fraudulent activity, or for any other reason at our sole discretion. Upon termination, any pending bookings may be cancelled and refunded at our discretion. Provisions regarding intellectual property, limitation of liability, and governing law survive termination.

19. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the remaining Terms remain in full force and effect.

20. Contact Information

Effective Date: These Terms and Conditions are effective as of the date last updated above.