Terms of Service

1. Agreement and service

These terms apply when you use MeshTrace NZ, operated by MeshTrace NZ Limited (“we”, “us”). By submitting a request, you agree to these terms. You must be at least 18 and able to enter a binding agreement. If acting for another person or organisation, you must have authority to do so.

We provide manually researched lookup reports and custom research using information we may lawfully obtain. We are not a government agency, do not claim unrestricted registry access, and cannot guarantee access to restricted records or that information exists.

2. Permitted use and your information

Provide accurate details and only information you are entitled to supply. You must not use the service for stalking, harassment, intimidation, unlawful surveillance, identity theft, discrimination, evading a protection order, or other unlawful conduct. Public availability does not remove privacy obligations or restrictions on access, use or disclosure. We may decline or stop requests that cannot be performed lawfully or safely.

3. Standard requests and custom quotes

Standard lookup prices are shown before submission. A custom quote request is free: describe the information you need, then keep your recovery file and check the tracking page. We review it and either offer a total NZD price with a scope of work or decline with a reason. We do not promise a quote-review turnaround time.

No custom work starts or payment is due until you accept a quote and fund the request. Acceptance alone does not take payment. The offered scope and total price apply to that request; changes in scope require a new quote. The 24-hour delivery window does not run during quote review or while awaiting payment. You may leave an unaccepted or unpaid quote without charge.

3A. Surveillance enquiries

Surveillance enquiries are carried out by external private-investigation firms and coordinated through MeshTrace. We screen every enquiry for lawful purpose, safety risks and conflicts before approaching a provider, and may request further information during review. We refuse harassment, intimidation, retaliation or evading a protection order; tracking devices, phone interception or account access; and watching children, or family disputes without legal authority. We may decline or stop an assignment at any stage where it cannot be performed lawfully or safely.

By submitting an enquiry you consent to us sharing the information reasonably needed to assess, quote and perform it with an external firm. Sharing is done manually by staff and recorded; providers do not receive automatic access to your request. Provider identities are not routinely disclosed to customers, except where we are legally required to disclose them.

If we can proceed, we issue an encrypted written quote stating scope, exclusions, dates and general location, included work and hours, a single total including taxes and expenses, deliverables and report deadline, cancellation/refund/reschedule terms and limitations. A quote has an expiry and may be revised before you accept it; only the current version can be accepted. Payment is one upfront total by crypto or an eligible voucher; deposits and staged billing are not offered. Scheduling begins only after funding.

The 24-hour delivery guarantee in section 6 does not apply to surveillance. We do not guarantee any outcome, observation, footage, provider availability or particular dates; planned dates become firm only when a schedule is confirmed on your tracking page. Cancellation and refunds follow the accepted quote's terms: unpaid enquiries can be closed without charge (unless a payment is in progress), a paid crypto assignment cancelled under terms requiring a refund is refunded in full manually, and vouchers have no cash refund value. Your statutory rights are unaffected.

4. Prices and cryptocurrency payments

Prices and quotes are in NZD and are the total service price, including any applicable tax. NOWPayments supplies the cryptocurrency amount, network, payment address and expiry. Floating rates are not locked: exchange movements and provider conditions can affect the crypto conversion and settlement. Your wallet or exchange may charge a separate sending fee.

Send the required amount on the exact network shown. Do not send new funds after expiry. A transfer sent before expiry may still be confirmed afterward; processing starts once the provider confirms sufficient payment and our service verifies it. An expired display does not itself cancel a blockchain transfer. Do not pay again while an earlier transfer is unresolved; contact us with the request ID and transaction hash.

Underpayments, unsupported networks, late transfers and provider reviews may require investigation. Blockchain transfers generally cannot be reversed, and recovery is not guaranteed. We remain responsible for remedies required by law.

5. Vouchers

A voucher number and PIN cover 100% of one eligible lookup. Eligible products are fixed when issued. For a custom request, accept the quote first and use a voucher that specifically permits custom lookups. Redeem before creating a crypto invoice; payment methods cannot be combined. Vouchers are single-use and have no cash value, except where law requires otherwise. Keep the credentials private. We may revoke unused vouchers, including where issued in error or misused; contact us about any effect on your rights.

6. Delivery and results

This section's 24-hour promise applies to standard and custom lookups only, not surveillance enquiries (see section 3A). A completed report, including a genuine No Records Found result, is due within 24 hours of verified payment or successful voucher redemption. A progress update alone does not satisfy this promise. Delivery means the encrypted report is available on the tracking page. Keep your recovery file and check that page; automated email delivery is not provided.

Research may find no matching records, and sources may be incomplete, inaccurate or out of date. We identify findings and limitations where reasonably possible. Reports are not legal, financial or professional advice. Independently verify information before making significant decisions, and use and share it lawfully. A No Records Found result is not, by itself, grounds for a refund; statutory remedies remain available.

7. Refunds, cancellations and refused work

If we miss the 24-hour window on a crypto-funded standard or custom lookup, you qualify for a refund of the full crypto amount received, in the original payment asset and network, and we will still deliver the report. This is not a promise to restore the original NZD value after market changes. Supply a receiving address you control on that network. We pay the outgoing refund network fee separately.

Refunds are sent manually, not automatically or instantly. Network conditions and payment investigations may delay completion; contact us for an update. A recorded transaction reference is our record of sending, not independent confirmation of receipt. Voucher-funded requests have no crypto payment to refund, but the report remains due and any legal remedies are unaffected.

You can abandon an unpaid request without charge. Contact us promptly to cancel a funded request. There is no general change-of-mind refund once research has begun, but we will consider work not yet performed and applicable law. If we refuse or cannot perform funded work, contact us so we can arrange the appropriate refund or remedy. Cancellation and refusal refunds are handled manually.

8. Recovery files and security

Your recovery file contains credentials needed to track and decrypt your request. Keep it safe and private. Anyone with sufficient credentials may access your tracking information, and possession of the private key may allow report decryption. We cannot reconstruct a lost private key or guarantee recovery of an unreadable report. Never email us your recovery file, PIN or private key.

9. Privacy and reports

Our Privacy Policy explains the information we collect and how we handle it. You may use a purchased report for its lawful intended purpose; you must not misrepresent its findings or use it to infringe anyone’s rights. Ownership of underlying third-party records remains with the relevant rights holders.

10. Consumer rights and responsibility

Nothing in these terms excludes or limits rights or remedies that cannot lawfully be excluded, including applicable rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986 and Privacy Act 2020. Our delivery guarantee is additional to those rights. We do not exclude responsibility where doing so would be unlawful. You remain responsible for how you use information and for losses caused by your own unlawful use.

11. Complaints, changes and governing law

Email info@meshtrace.nz with your request ID and a description of any concern. Do not include private keys. We will consider complaints and work with you on an appropriate resolution. You may also use any available regulator, tribunal or court process.

New Zealand law governs these terms, subject to any mandatory rights that apply where you live. We may update these terms by publishing a new effective date. Changes apply to future requests and do not remove rights already accrued under an existing paid request.