There are, at times, legitimate reasons for some or all of the money to be returned or refunded to a Client or Buyer. Visit the Refunds / Disputes section of our website for more information. Monies will only be refunded to the same bank account from which the money was paid from into the IPromise Trust Account. This is in accordance with our Anti-Money Laundering requirements/obligations.

FAQs | Page 3 of 4

Q: How do I provide feedback and ratings?

Watch the explainer video . Ratings for Users happen at the end of the transaction. It’s important to be constructive and fair. After a user receive 5 ratings the average will be displayed for other users to see. It’s good to keep this in mind throughout the project. You can leave feedback for IPromise any time here . The IPromise team review feedback daily and your feedback helps to make what we do even better.

Q: What if I am a Supplier/Seller and a Client/Buyer?

Watch the explainer video . There will be times when a Supplier/Seller might want to be a Client/Buyer. That is, you could be someone requesting a quote for service from Supplier/Seller who is using IPromise. Simply toggle between your 'Quotes Sent' and 'Quotes Received' view on the dashboard. The 'Quotes Sent' dashboard has all the jobs you are managing and the 'Quotes Received' dashboard has the jobs people are sending you (as the customer).

Q: How much does it cost to use IPromise?

Please see our pricing information here .

Q: How do I set up a deposit?

Watch the explainer video . From time to time Suppliers might require a deposit, for example, to purchase materials. This is less likely than in traditional transactions because IPromise securely and transparently holds your customer payments so you (the Supplier) knows the money is physically there for immediate release once your customer is satisfied the job, or a 'Stage' of the job, is done. Your customers cannot take the money back unless you formally agree to it. If there isn't agreement, IPromise outlines some recommended steps to work through. See here for more detail .

Q: Why should I use the IPromise secure chat?

Watch the explainer video . Often people engaged in trades and projects use a mixture of phone calls, text, emails and face-to-face communication. We recommend using our secure, project specific chat for ALL communication. The Supplier/Seller and Client/Buyer can keep each other updated but also record any key decisions / information. This way you can avoid any potential difference of opinion or understanding. You can even upload documents, photos within the secure chat.

Q: What do I do if I have a 'Variation' to add to my project?

Watch the explainer video . The process is exactly the same as staging projects. Once a project is ‘In-Progress’ and a variation is required, it is important to identify this early with your customer and communicate (ideally through the secure IPromise chat) to explain the reasons for the variation and that you are going to require a formal variation. You then go into the project summary and click on ‘Add Stage / Variation’, and simply explain in the variation quote what the specific variation is and the amount. Send this to your customer - we recommend you do not start the work on the variation until your customer has secured the variation quote by paying the specified amount into the secure BNZ Trust Account (escrow account). Your customer's protection, once again, is that you don't get the money until the approved project (in this case, a variation to a project) is completed to your customer's satisfaction.