Frequently Asked Questions

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General Questions

Genoapay gives you the ability to convert any purchase into a 10 week instalment plan, so you can pay for what you need over time, with no interest, and no fees. We take the first instalment when you commit to a purchase, with the remaining balance being processed weekly over the agreed term.

You will need to be at least 18 years of age, hold a valid New Zealand drivers license or New Zealand passport, and have a debit or credit card.

We charge a small commission to the merchant when they process a sale through our platform. This makes the payment and finance option free for consumers.

Send us an email to help@genoapay.com and we'll get back to you within 24 hours.

Genoapay adhere to Payment Card Industry Data Security Standard level 1 for all transactions. PCIDSS Level 1 is the highest standard of payment information security globally. All personal information is treated in accordance with the New Zealand Privacy Act (1993). For more information please review our privacy policy.

  • Contact your Credit Card Company or Issuing Bank as fast as possible:
    Visa Emergency Assistance: +1 410 581 9994
    Master Card Emergency Assistance: +1 636 722 7111
  • Contact Genoapay help@genoapay.com and we will ask you to go through a secure process to load a new payment method to continue your plan.

Payment

We understand that this might happen, so Genoapay will call, text, or email you to arrange an alternative method of payment, or reschedule a new payment to take place.
There is a $10 missed payment variation fee charged to your account as soon as you miss the agreed scheduled payment.
Send us an email to help@genoapay.com

If your credit card expires before your last instalment is due to be processed then you will need to use an alternative card.

Yes, you can choose to pay on any day you like. This can be done by logging into your account and selecting the payment plan.

You will see Genoapay on your statement for each weekly instalment. The merchants name name will not appear on your statement.

Genoapay only accepts Visa or Mastercard debit or credit cards. Prepaid cards (such as Bonfire and Prezzy) are not allowed.

Refunds

Returns and refunds are subject to the retail or service providers policies. Genoapay provides refunds in the event that a Genoapay merchant has approved that refund.

All refund and return requests that come to Genoapay are directed back to the merchant for approval. For security reasons Genoapay does not process refunds directly to any consumer without a merchant’s approval.

You are responsible for contacting a merchant to request a refund or to return a purchased product.
Once purchased goods have been returned to a merchant in line with their policy they will notify Genoapay to process the refund.

Genoapay merchants cannot directly refund you and you will need to wait for Genoapay to process the refund onto your card. This can take up to two business days after a merchant has notified us that they have approved the refund.

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