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Credit Refund Policy
Last updated: 9 February 2026
Table of Contents
1. Scope
This policy applies to Professionals who purchase and use Credits to unlock Customer contact details on Needed.
Customers do not pay for Requests; therefore, no refund policy applies to Customers.
This policy forms part of the Needed Terms of Use.
2. Core rule
Credit purchases are generally non-refundable.
We may refund Credits in limited situations set out below, at our discretion, to keep the Platform fair and to correct verified issues.
Refunds are issued as Credits returned to your account balance. We do not issue cash refunds or refunds to your original payment method for used or unused Credits.
3. When Credits may be refunded
We may refund Credits when we can reasonably verify one of these situations.
A) System errors (verified)•
Credits were deducted but the contact unlock failed due to a Platform error
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downtime or an error prevented contact unlock
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a transaction was duplicated due to a system issue
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the phone number provided is invalid or disconnected
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the number clearly belongs to someone unrelated to the Request
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identical duplicate Requests from the same Customer for the same service within 24 hours
Note: Non-identical repeat Requests with different addresses, job types, or urgency are accepted. Potential duplicates are flagged for manual review rather than automatic rejection.
C) Unreachable or cancelled (reviewed case-by-case)We may consider a refund where:
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repeated attempts produced no answer and no response to text (where relevant)
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the Customer cancelled immediately after contact unlock, before meaningful engagement
"Meaningful engagement" means substantive two-way communication about the job. Examples include: the Customer confirming they need the work done, discussing job requirements or timing, or requesting a quote. It does not include a single automated reply, a "wrong number" response, or the Customer simply reading a message without responding.
D) Clear mismatch (verified where possible)•
the Request was routed to the wrong service type
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the location shown was outside your service area due to dispatch/matching error
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the job requirements clearly do not match what you offer (based on the Request details)
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prank/spam Requests
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attempts to bait Professionals without intent to hire
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suspicious patterns indicating misuse
We may consider a refund where:
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you report an accidental unlock within 10 minutes of contact unlock
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no call, text, or other contact attempt has been made
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no meaningful engagement has occurred
4. When Credits will not be refunded
Credits will not be refunded where:
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you successfully unlocked contact and the Customer engaged in job discussion
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you decided not to quote or follow up
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you were too busy to proceed
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the Customer chose another Professional
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the Customer did not accept your quote after discussion
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you used Credits in error or changed your mind, unless section 3(F) applies
5. Partial refunds
In some cases, we may approve a partial refund rather than a full refund. A partial refund means fewer Credits are returned than were originally spent on the contact unlock.
Partial refund tiers:
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75% refund: contact data was valid but the Customer was unresponsive after one verified attempt, or the lead had partial verification issues (e.g., correct number but wrong name)
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50% refund: the Customer responded but engagement was low-quality (e.g., Customer acknowledged the job but immediately disengaged without discussing requirements), or the Request had a partial mismatch (e.g., location was borderline outside your area)
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25% refund: meaningful engagement occurred (e.g., requirements discussed) but a verified issue also affected the lead (e.g., Customer cancelled the job shortly after discussion due to a change of circumstances unrelated to the Professional)
Factors that influence the refund amount:
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verification level of the issue (system-verified vs. self-reported)
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depth of engagement between Professional and Customer
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timeliness of the refund request (requests submitted promptly receive higher consideration)
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evidence provided (screenshots, call logs, messages)
Where the situation falls outside these tiers or the appropriate amount is unclear, the case will be escalated to an exceptions review.
6. Time limits to request a refund
Accidental unlock claims under section 3(F) must be reported within 10 minutes of contact unlock. This is a separate and stricter window, and the general time limits below do not extend section 3(F).
For all other refund grounds, you must submit a refund request within:
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ASAP / Today Requests: within 48 hours of contact unlock
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This Week Requests: within 5 days of contact unlock
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Not Sure Requests: within 7 days of contact unlock
We may refuse late requests.
7. How to request a refund
Send a request to support@needed.co.nz with:
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Request ID
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date/time of contact unlock
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reason for refund
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supporting evidence (if available)
Examples of evidence:
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screenshots of unanswered calls/messages
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call attempt logs
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any material showing the lead data is invalid or mismatched
8. Review and decision
We may ask for more information. We may check internal logs to verify eligibility. We may approve, deny, or partially approve a request.
We aim to respond within 2 business days (Monday to Friday, 9 am – 5 pm NZST/NZDT, excluding public holidays).
If approved, Credits are returned to your balance.
9. Disputes and reviews
If you disagree with a refund decision, you may request a review by emailing support@needed.co.nz with any additional evidence or context. We will review the request and provide a final decision.
10. Abuse and fairness controls
We may:
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place additional checks on refund requests from accounts with high refund rates
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suspend refund access where we believe there is misuse
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suspend or restrict accounts involved in fraud or abuse
11. Changes to this policy
We may update this policy from time to time. When we do, we will update the "Last updated" date at the top of this page and may notify you via email or through the Platform. It is your responsibility to check the "Last updated" date periodically.
12. Contact
Refund requests: support@needed.co.nz
