Refund Policy

Version 1.1 · Effective 2026-10-15

This Refund Policy applies to paid Study Sorted access supplied under the trading name Study Sorted.

Contact: hello@studysorted.co.nz

Nothing in this Policy limits any right or remedy you have under New Zealand consumer law.

1. Change-of-mind requests

Study Sorted provides digital educational access that is normally activated shortly after payment.

A change of mind does not automatically entitle you to a refund.

This includes situations such as:

deciding you no longer want to use Study Sorted;
purchasing a subject and later deciding not to study it;
not using some or all of the access you purchased;
changing schools, courses or study plans;
deciding that Study Sorted is not the study method you prefer; or
forgetting to use the service before the displayed access-expiry date.

However, Study Sorted may consider a voluntary change-of-mind refund request on a case-by-case basis.

When considering a voluntary request, we may take into account matters such as:

how soon after purchase the request was made;
whether the purchased subjects have already been materially accessed or used;
the reason for the request;
whether the wrong package or subject was purchased accidentally; and
whether another practical solution is available.

A voluntary refund is not guaranteed merely because a request is made.

This section does not affect any statutory rights you may have where there is a problem with the service.

2. Problems with Study Sorted

Study Sorted is supplied in trade and New Zealand consumer law may apply, including the Consumer Guarantees Act 1993.

If the service does not meet a guarantee that applies under the Consumer Guarantees Act, the appropriate remedy depends on the nature and seriousness of the problem.

Where a service problem can reasonably be fixed, Study Sorted may have an opportunity to fix the problem within a reasonable time.

Where a failure cannot reasonably be fixed, is not fixed within a reasonable time, or is of substantial character, you may have additional rights, which can include cancellation and a refund or other compensation as provided by law.

A refund may be full or partial depending on the circumstances, including the extent to which the service has already been provided and retains value.

Nothing in this Policy excludes, restricts or modifies a right or remedy where New Zealand law does not allow us to do so.

3. Examples of issues we will review

Please contact us if, for example:

you were charged more than once for the same intended purchase;
you purchased the wrong Study Sorted level or subject by genuine mistake;
payment succeeded but the purchased access was not correctly added to your account;
an ongoing technical problem materially prevents you from using paid functionality;
the paid service is materially different from what was represented before purchase; or
you believe Study Sorted has otherwise failed to meet an applicable consumer guarantee.

Reporting an issue does not automatically mean a refund is the correct remedy. Depending on the circumstances, we may first be able to correct the access, fix the problem or provide another remedy consistent with New Zealand law.

4. Smart Feedback and academic outcomes

A disagreement with an individual Smart Feedback result does not by itself create an automatic right to a refund.

Smart Feedback is an educational feedback tool and is not an official NZQA grade. Automated feedback may sometimes be incomplete or incorrect.

If you believe Smart Feedback or another Study Sorted feature is experiencing a broader or material technical problem, contact us so we can investigate.

Study Sorted does not guarantee a particular NCEA grade, endorsement, examination result or other academic outcome. Not achieving a desired academic result does not by itself create a right to a refund.

This does not affect your rights where Study Sorted has failed to meet an applicable legal guarantee.

5. Accidental or duplicate purchases

If you believe you have:

paid twice for the same intended access;
been charged for a subject you already owned; or
accidentally purchased the wrong package,

Study Sorted's checkout system is designed to prevent already-owned subjects from being charged again, but if an incorrect or duplicate charge occurs we will investigate the purchase records and payment information.

Where an incorrect duplicate charge is confirmed, we will take appropriate steps to correct it, which may include a refund.

6. How to request a refund or remedy

Contact:

hello@studysorted.co.nz

Please provide enough information for us to identify and assess the purchase, such as:

the email address associated with the Study Sorted account;
the NCEA level and subject or package purchased;
the approximate purchase date;
the Stripe receipt or checkout reference, if available; and
a brief explanation of what happened and the remedy you are requesting.

If another person, such as a parent or caregiver, made the payment, we may need appropriate information to verify the payer or their authority before discussing payment information or processing a refund.

Do not send payment-card numbers, banking passwords, PINs or security codes.

We may ask for additional information where reasonably necessary to identify the transaction or investigate the issue.

7. How approved refunds are paid

Where a refund is approved, we will normally return the money through the original payment method using Stripe or the applicable payment provider.

We generally will not send a refund to a different bank account or payment method unless there is a legitimate reason and appropriate verification.

After Study Sorted submits a refund, the time taken for the funds to appear may depend on Stripe, the card network and the customer's bank or payment provider.

8. Effect of a refund on Study Sorted access

Where all or part of a Study Sorted purchase is refunded, access associated with the refunded purchase may be removed or adjusted as appropriate.

For example, a full refund of a subject package may result in the access granted by that purchase being removed.

A refund does not authorise Study Sorted to remove unrelated access that the account owns through another purchase or valid access grant.

Because refund and access records need to be reconciled carefully, access removal may be reviewed by Study Sorted rather than occurring automatically at the moment a refund is issued.

9. Chargebacks and disputed payments

If you believe a payment was unauthorised or there is another payment problem, you may contact Study Sorted so we can investigate it.

You may also have rights through your card issuer or payment provider.

If a payment is reversed, charged back or otherwise cancelled, Study Sorted may review and adjust access associated with that payment.

We will not treat a genuine exercise of a consumer or payment-dispute right as misconduct.

10. Account closure

Closing your Study Sorted account does not automatically create a right to a refund.

If you voluntarily close an account while paid access remains, any refund request will be considered under this Policy and applicable law.

Account closure does not affect statutory rights relating to a problem with the service.

11. Consumer rights

Study Sorted is supplied in trade.

The Consumer Guarantees Act 1993 and Fair Trading Act 1986 may give consumers rights that apply regardless of this Policy.

Where Study Sorted fails to meet an applicable consumer guarantee, you may be entitled to a remedy depending on the circumstances.

Nothing in this Policy:

removes a legal guarantee;
requires you to accept store credit instead of a remedy you are legally entitled to;
imposes an artificial time limit on rights that the law gives you; or
prevents you from pursuing another remedy available under New Zealand law.

12. Contact

Refund, payment or purchase questions can be sent to:

hello@studysorted.co.nz