Refund & Cancellation Policy
This policy covers refunds, re-runs and cancellation for Rooam, operated by Canvas Media Limited (NZBN 9429050291939), trading as Rooam. It's part of our Terms of Service. All amounts are in NZD including GST.
1. We put it right first. If a delivered photo isn't up to standard, tell us promptly (in the app or at hello@rooam.app) and we'll re-process it — including manual editing by our team where automated processing hasn't got there. If we still can't deliver an acceptable result, we'll refund the affected part of your order, or the order where the problem defeats its purpose. Refunds go back to your original card.
2. What isn't refundable. Because processing and real costs start as soon as you order, we don't refund change of mind (for example a listing that didn't proceed, or preferring your originals), and we can't fix problems in the source photos themselves — though we'll always tell you what we can rescue. Free allowances and promotional items have no cash value.
3. Cancelling an order. Once payment succeeds, processing begins quickly. If you need to cancel, contact us straight away at hello@rooam.app; if we haven't materially started we'll refund in full, otherwise section 1 applies. We may cancel and fully refund an order we can't process.
4. Extras and your tab. Failed edits aren't charged. If a statement line doesn't look right, email billing@rooam.app before the charge date and we'll review and correct it. Rooam doesn't hold stored-value credit; corrections are applied as statement adjustments or refunds.
5. Failed monthly charges. As set out in the Billing Terms, we retry failed charges and email you at each step. If a statement stays unpaid, new paid edits pause until it's paid; already-paid work is unaffected. If you think a charge is our error, contact billing@rooam.app before raising a chargeback — we resolve genuine errors faster, and unexplained chargebacks on valid charges may lead to suspension until resolved.
6. Closing your account. You can close your account any time in the app or at hello@rooam.app. In-flight orders are completed or refunded; your current tab remains payable. Download your finished photos before closing.
7. Your statutory rights. Where you acquire the service in trade, our Terms of Service record the agreed position under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. To the extent you are a consumer, nothing here limits your statutory rights.
Contact: billing@rooam.app · hello@rooam.app