Serproz — Find Trusted Service Providers

1. Introduction & Service Description

Serproz SecurePay ("SecurePay") is an optional escrow-based payment protection service provided by Serproz Limited ("Serproz", "we", "us", "our") that facilitates secure transactions between customers ("Customers") and service professionals ("Providers") on the Serproz platform.

By selecting SecurePay as your payment method, you agree to be bound by these Terms and Conditions. If you do not agree to these terms, you should not use SecurePay and may choose to pay Providers directly.

SecurePay acts as a neutral intermediary to hold funds in escrow and release them according to the milestone rules agreed upon between Customer and Provider.

2. Fee Structure

Customer Protection Fee

5% + GST

(5.75% total including 15% NZ GST)

Added to the quote total when SecurePay is selected. This fee covers escrow handling, payment protection, and dispute resolution support.

Provider Service Fee

2.5% + GST

(2.875% total including 15% NZ GST)

Deducted from the milestone amount before payment is released to Provider. Covers platform services and payment processing.

Payment Processing: Additional payment processing fees (e.g., Stripe fees) may apply and are charged at checkout. These fees are separate from SecurePay fees.

3. Escrow & Milestone Terms

3.1 How Escrow Works

When a Customer selects SecurePay, funds are transferred to Serproz's escrow account and held securely until the agreed milestone conditions are met. Serproz acts as a neutral third party and does not release funds until:

The Customer explicitly approves the milestone, OR
The auto-approval period expires without dispute, OR
A dispute is resolved in favor of the Provider

3.2 Milestone Structure

Work is divided into milestones with specific deliverables and amounts. Each milestone must be funded by the Customer before work begins on that phase. Providers should not commence work on a milestone until funds are confirmed in escrow.

3.3 Milestone Approval

Manual Approval: Customer reviews completed work and approves release
Auto-Approval: If Customer does not respond within 72 hours of milestone completion notification, funds are automatically released to Provider
Dispute: Customer may open a dispute within the review period if work does not meet agreed specifications

3.4 Sequential Funding

Milestones are funded and released sequentially. The next milestone becomes available for funding only after the previous milestone is completed and approved.

4. Dispute Resolution

4.1 Opening a Dispute

Either party may open a dispute during the milestone review period if they believe the other party has not fulfilled their obligations. Disputes must include:

Clear description of the issue
Supporting evidence (photos, messages, documentation)
Requested resolution

4.2 Dispute Process

Funds are frozen when a dispute is opened
Both parties submit evidence within 48 hours
Serproz reviews all evidence impartially
Decision is communicated within 5 business days
Funds are released according to the decision

4.3 Resolution Outcomes

Full Release: Funds released to Provider if work meets specifications
Full Refund: Funds returned to Customer if work is significantly deficient
Partial Resolution: Funds split based on work completed satisfactorily

Note: Serproz's dispute resolution is binding. By using SecurePay, you agree to accept Serproz's decision as final for the purposes of fund distribution. This does not affect your statutory rights.

5. Refund Policy

5.1 Eligible Refunds

Provider fails to commence work within agreed timeframe
Work is significantly different from agreed specifications
Provider abandons the job without completion
Mutual agreement to cancel before work begins

5.2 Non-Refundable Fees

The Customer Protection Fee (5% + GST) is non-refundable once work has commenced, except in cases of Provider abandonment or fraud. Payment processing fees charged by third parties (e.g., Stripe) are also non-refundable.

5.3 Refund Timeline

Approved refunds are processed within 5-10 business days. Refunds are returned to the original payment method used for the transaction.

6. User Responsibilities

Customer Responsibilities

Fund milestones before expecting work to begin
Review completed work within the approval period
Communicate clearly about requirements and changes
Provide honest evidence in disputes
Not request work outside the agreed scope

Provider Responsibilities

Only begin work after milestone is funded
Complete work according to agreed specifications
Communicate progress and any issues promptly
Submit accurate milestone completion requests
Provide honest evidence in disputes

7. Limitation of Liability

Serproz acts solely as an intermediary payment processor and escrow service. Serproz is not responsible for:

The quality, safety, or legality of services provided by Providers
The accuracy of information provided by Customers or Providers
The ability of Providers to complete work as specified
Any damages arising from the services performed

Serproz's liability is limited to the fees collected for the SecurePay service. In no event shall Serproz be liable for indirect, incidental, special, consequential, or punitive damages.

8. Governing Law & Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of New Zealand.

Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of New Zealand.

Serproz Limited is a company registered in New Zealand and operates under New Zealand consumer protection and financial services regulations.

9. Amendments to Terms

Serproz reserves the right to modify these Terms and Conditions at any time. When changes are made:

Users will be notified via email and in-app notification
The new version number and effective date will be clearly displayed
Users must re-accept updated terms before continuing to use SecurePay
Existing contracts in progress will continue under the terms accepted at contract creation

Serproz SecurePay Terms & Conditions