Refund Policy

Last updated: 2 September 2026

This page sets out how Marlaio (operated by MARLAIO LIMITED, NZ) handles refunds for custom AI build work — the only thing we currently sell.

We bill for work done, not for access. That changes how refunds work compared with a subscription. There is no monthly fee to get back, and no unused portion to pro-rate. What you are paying for is time we have already spent on your build.

This policy operates alongside the NZ Consumer Guarantees Act 1993 and the Australian Consumer Law. Nothing in this policy limits the rights you have under those laws.

1. Before you pay anything

The first 30 minutes are free, and you get a written quote before any paid work starts. If we are going to exceed that quote, we tell you and get your agreement first.

This is deliberate: most refund disputes come from someone being charged for something they didn’t expect. If nothing is charged without your written agreement, that mostly can’t happen.

2. Full refund — our fault

If what we built doesn’t do what we agreed it would, tell us and we’ll fix it. If we can’t put it right within a reasonable time, you get a full refund of what you paid for that work — no fees deducted.

This also covers any breach of the consumer guarantees: work must be carried out with reasonable care and skill, be fit for purpose, and be finished in a reasonable time.

3. Stopping partway through

You can stop the work at any time. You pay for the hours already spent and approved up to that point, and nothing further. We don’t invoice for work that hasn’t started, and we don’t charge a cancellation fee.

If you’ve paid in advance for work we haven’t done yet, the unused amount is refunded in full.

4. Change of mind after the work is done

Once a build is delivered and working as quoted, we generally don’t refund it — the time has been spent and the work is yours to keep. If you think that’s unfair in your particular case, tell us; we’d rather hear it than have you go elsewhere unhappy.

5. How to request a refund

Use our contact form (topic: Refund request) with your invoice number and what went wrong. We reply within 7 business days. Approved refunds go back to the card or account you paid from.

6. Chargebacks

If you dispute a charge directly with your bank instead of contacting us first, we may be charged a dispute fee by Stripe. We reserve the right to recover that fee from any eventual refund. Please email us first — we will always try to resolve it.

7. Contact

Questions about refunds, billing, or this policy: contact form.