Refund policy

Last updated: 6 November 2026.

Your New Zealand consumer rights

Roll is supplied by James Harrison Rushworth, a sole trader trading as Resolvia in New Zealand.
For purchase, refund or privacy enquiries, including requests for our Privacy Officer, email contact@resolvia.net or contact support.

This policy is additional to your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 and other applicable law. Those rights are not limited by downloading Roll, receiving a key, activating it or using the trial. There is no fixed claim deadline in this policy for a statutory remedy; any time limits imposed by law still apply.

If Roll is faulty or does not match its description

Contact us if the software fails to meet an applicable consumer guarantee. For a fault that can be remedied, we may repair, replace or refund as the law permits, at no cost and within a reasonable time. For a substantial failure, or a failure we cannot or do not remedy within a reasonable time, you may reject the software and choose a refund or replacement where the law provides that choice. Other remedies, including compensation for reasonably foreseeable loss, remain available where required by law.

Change of mind and compatibility

We do not offer refunds simply because you change your mind. Use the free trial to check that Roll suits your workflow and computer before purchasing a licence, and check the available downloads. Windows and macOS builds are not currently available.

This does not limit your statutory rights or remedies if Roll is faulty, does not match its description, our compatibility information was incorrect, or another consumer guarantee or legal obligation was not met. Those rights apply even if you have used the trial, downloaded Roll or activated your licence.

Duplicate charges and missing delivery

Tell us about accidental duplicate purchases, incorrect charges or a licence that has not arrived. We will investigate and refund a verified duplicate or incorrect charge, or arrange delivery or a remedy for a failed order. Check your account using your purchase email and contact us if your key is missing after one working day. You do not have to pursue Stripe instead of us to obtain a remedy from Resolvia.

How to request a refund

Use the contact details above or send a private support request. Include your purchase email, order reference or receipt, purchase date, the issue and the outcome you would like. For a technical fault, your Roll version, operating system and steps to reproduce it help us investigate. Alternative reasonable proof of purchase is accepted. Never send your full card number, security code or licence key. We aim to acknowledge requests within two New Zealand working days and will explain the outcome and any further information needed. This target does not extend a statutory obligation to provide a remedy in a reasonable time.

How refunds are paid

Approved refunds are submitted through Stripe to the original payment method, normally within five New Zealand working days of approval. Your bank may take a further 5–10 business days to display the credit. We will advise you if a refund is delayed or fails. We do not deduct a processing fee from a refund under this policy or require you to accept store credit instead. Bank currency conversion rates can change; your statutory rights to recover loss remain unaffected.

Cancellations and licence access

A licence is a one-time purchase with no subscription to cancel. You may exit checkout before paying. Once paid, contact us to request cancellation under this policy. Deleting your website account does not request a refund. After a full refund or cancellation, stop using the paid key; website retrieval and redelivery are blocked. An offline-activated key cannot be remotely disabled. For partial refunds or disputes, contact support to confirm or correct your licence access.

If we cannot resolve your concern

Ask us to review the decision and explain your reasons. You may seek help from Consumer Protection or bring a claim to the New Zealand Disputes Tribunal or a court with jurisdiction. You may also contact your payment provider about its dispute process. Contacting us first is helpful, but is not a condition of exercising your legal rights. See our terms of use for the purchase terms.