Complaints Process

Effective date: 26 June 2026 · Last updated: 26 June 2026

Tapara Limited (NZBN 9429053591470) (“Tapara”, “we”, “us”, “our”) is committed to resolving complaints fairly, promptly, and transparently. This Complaints Process applies to all users of the Tapara app and related services, including consumers and merchants.

1. Scope

This process covers complaints about:

  • The Tapara app and platform services.
  • Payment processing issues experienced through the Tapara platform.
  • Your account, including suspension, restriction, or deletion.
  • Privacy and data handling by Tapara.
  • Loyalty programme technology (system errors, incorrect tracking).
  • Fees and billing.
  • Any other aspect of Tapara’s services.

This process does not cover:

  • Disputes with merchants about the quality, delivery, or nature of goods or services. These must be resolved directly with the merchant. If you need help, contact the merchant first. If the merchant is unable to resolve your issue, you may have rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.
  • Bank account issues unrelated to a Tapara transaction. Contact your bank directly.

2. How to Make a Complaint

2.1 Contact Us

You can submit a complaint by emailing:

enquiries@tapara.co.nz

Please include the following information to help us investigate:

  • Your full name and the email address associated with your Tapara account.
  • A clear description of the issue or complaint.
  • The date(s) the issue occurred.
  • Any relevant transaction references, screenshots, or supporting information.
  • What outcome you are seeking.

2.2 What Happens Next

  1. Acknowledgement. We will acknowledge your complaint within 5 business days of receiving it.
  2. Investigation. We will investigate your complaint and may contact you for additional information.
  3. Resolution. We aim to resolve complaints within 20 business days of acknowledgement. If your complaint requires more time (for example, because it involves a third-party provider), we will let you know the reason for the delay and provide an updated timeframe.
  4. Outcome. We will notify you of the outcome in writing (by email), including the reasons for our decision and any action we have taken or propose to take.

3. Escalation

If you are not satisfied with our response, or if we have not resolved your complaint within a reasonable time, you have the following options:

3.1 Privacy Complaints

If your complaint relates to the handling of your personal information:

  1. Contact us first at enquiries@tapara.co.nz.
  2. If you are not satisfied with our response, you may lodge a complaint with the Office of the Privacy Commissioner:

3.2 Consumer Complaints

If your complaint relates to consumer rights, fair trading, or the quality of the Tapara service:

  1. Contact us first at enquiries@tapara.co.nz.
  2. If you are not satisfied with our response, you may:
    • Contact the Commerce Commission for fair trading concerns: comcom.govt.nz
    • Apply to the Disputes Tribunal of New Zealand for claims up to $30,000: disputestribunal.govt.nz
    • Seek independent legal advice and take other legal action.

3.3 General Complaints

For any other complaint not resolved through our internal process:

  1. You may apply to the Disputes Tribunal of New Zealand for claims up to $30,000.
  2. You may seek independent legal advice and pursue other legal remedies available to you under New Zealand law.

4. Merchant-Specific Complaints

4.1 Complaints About Merchants

If you have a complaint about a merchant’s goods, services, pricing, or conduct:

  • Contact the merchant directly. Tapara is not a party to transactions between you and merchants.
  • If the merchant is not responsive or you believe your consumer rights have been breached, you may contact the Commerce Commission or seek advice from Citizens Advice Bureau (cab.org.nz).

4.2 Merchant Complaints About Tapara

Merchants may submit complaints about Tapara’s platform services, fees, or account actions using the same process described in section 2.

5. Payment Disputes

5.1 Bank Payments

Bank-to-bank payments cannot be reversed programmatically by Tapara. If you believe a bank payment was made in error:

  1. Contact the merchant to request a refund. The merchant may issue a refund via their own bank transfer.
  2. If the merchant is unresponsive, contact us at enquiries@tapara.co.nz and we will make reasonable efforts to assist.
  3. You may also contact your bank directly regarding the transaction.

5.2 Cash Payments

Cash payment disputes must be resolved directly between you and the merchant.

6. Our Commitment

We are committed to:

  • Treating all complaints seriously and fairly.
  • Investigating complaints promptly and thoroughly.
  • Communicating openly about the progress and outcome of your complaint.
  • Using complaints to improve our services.
  • Keeping records of complaints and their outcomes.

7. Contact

Tapara Limited
Email: enquiries@tapara.co.nz
NZBN: 9429053591470

home Home person Consumers storefront Businesses mail Contact