> ## Documentation Index
> Fetch the complete documentation index at: https://help.refund.co.nz/llms.txt
> Use this file to discover all available pages before exploring further.

# General Questions — How the Refund NZ Service Works

> Common questions about Refund: what it costs, what it covers, whether it works outside Auckland, and how your data is kept private.

These are the questions people ask before they start a case. If something isn't covered here, drop us a line at [support@refund.co.nz](mailto:support@refund.co.nz) and we'll get back to you.

<Accordion title="What does it cost?">
  Nothing upfront. Refund is completely free to start. If we save you money, a success fee of **25% of the amount saved** applies — charged only after a win and collected via Stripe. If we lose, you pay nothing at all.
</Accordion>

<Accordion title="Is this legal advice?">
  No. Refund provides general information and document-drafting to help you exercise your existing rights. We are not a law firm and nothing we produce is legal advice or creates a lawyer–client relationship.

  For complex, high-value, or unusual matters you should speak to a lawyer or visit your free local [Community Law Centre](https://communitylaw.org.nz).
</Accordion>

<Accordion title="Which fines and claims does Refund cover?">
  Refund handles the full range of NZ parking and transport disputes:

  * **Parking tickets** — including broken meters, unclear signage, and councils' own procedural errors
  * **Bus lane and transit lane fines** — T2/T3 and bus-only lane camera infringements
  * **Tow and impound fees** — including damage caused during the tow
  * **Transport card overcharges** — AT HOP, Snapper, Bee Card, Metrocard default fares or double-tags
  * **Delayed or cancelled services** — refund claims for buses, trains, and ferries
  * **Fare evasion notices** — where you paid or a reader failed
  * **Road damage claims** — pothole damage and poorly maintained public infrastructure
</Accordion>

<Accordion title="Does it work outside Auckland?">
  Yes. Refund works with every council and transport operator in New Zealand, from Whangārei to Invercargill. The process is exactly the same wherever you are — send the fine and the agent takes it from there.
</Accordion>

<Accordion title="Do you actually send it for me?">
  Yes. Once you approve the draft, the agent sends the letter on your behalf, tracks the deadline, and follows up if the authority goes quiet. You don't need to find a form, look up an address, or chase anyone.
</Accordion>

<Accordion title="What information do I need to provide?">
  A photo or PDF of your notice is ideal — the agent reads the infringement number, date, location, and amount directly from it. If you don't have a photo, you can describe the situation instead.

  The more context you give about what actually happened, the stronger your case. Details like a broken meter, a missing sign, or a failed card reader all matter.
</Accordion>

<Accordion title="How do I sign in?">
  You can sign in with your Google account or via a magic link sent to your email — no password required.
</Accordion>

<Accordion title="Can I withdraw from a case?">
  Yes, at any time. Go to your case page and withdraw — your authorisation to act on your behalf ends immediately. You remain responsible for the underlying notice from that point.
</Accordion>

<Accordion title="What about my privacy?">
  Your data is kept private to your account. Refund shares information only with the relevant authority and the service providers needed to run your case. We don't sell personal information.

  See the [Privacy Policy](/legal/privacy) for full details.
</Accordion>