Recurring billing, stated plainly.

What a provider plan is

A plan is a recurring purchase of platform capability for one provider profile. It is separate from the fees charged on a job.

• One live plan per profile: A profile has at most one live subscription at a time. Changing plan replaces the existing one rather than stacking a second alongside it.

• Basic is the free tier: Basic is free participation in the marketplace. It is not a trial and it does not expire, which is why there is nothing to cancel on it.

• Paid tiers add capability: Higher tiers add profile depth, portfolio and media allowances, a larger monthly allowance of accepted invitations, booking capability, visibility and automation. What each tier includes is set out on Join as a Provider.

• Job fees are separate: A plan does not replace, discount or prepay the service fee charged on a job. Those are governed by the payment terms.

Starting a paid plan

• The payment provider confirms it, not the button: Selecting a paid plan opens a secure checkout. The subscription is created in an incomplete state and only becomes active when the payment provider confirms the payment. Until that confirmation arrives, the paid entitlements are not granted.

• If checkout is abandoned: An incomplete purchase grants nothing and does not bill. It is cleared once the provider confirms the checkout has expired or been cancelled, and Basic continues in the meantime.

• Authority to purchase: Buy a plan only for a profile you are authorised to manage. A plan bought on a profile you do not control does not transfer with the profile.

• For business purposes: A provider plan is acquired for the purposes of a business, which is what makes the business-user clause in the terms of use apply to it.

Billing and automatic renewal

This is the part that must never be a surprise, so it is stated in full.

• It renews automatically: A paid plan bills at the start of each period and renews for a further period automatically, on the same payment method, until you cancel it. There is no fixed end date and no separate renewal confirmation step.

• The interval is the plan's own: Each plan states whether it bills monthly or annually. The renewal date shown in your dashboard is the authoritative one.

• The amount: The price is the one shown on Join as a Provider and confirmed at checkout for the plan you chose, plus GST where it applies.

• Receipts: The payment provider issues the receipt for each charge to the email on the payment method. Your dashboard shows the current plan state and the period it runs to.

A notice period for a price change has not been published yet. Until it is, a price change will not be applied to an existing subscription without telling the subscriber first, and this section will be updated with the committed notice period when it is set.

Cancelling

Cancellation is self-service, takes effect at the end of the period you have paid for, and does not require you to give a reason.

• How: Cancel from the plan section of your provider dashboard. The plan moves to a cancelling state and the date it ends is shown there.

• You keep the period you paid for: Cancelling does not strip your entitlements immediately. The plan keeps working through to the end of the current paid period, because you have paid for it, and then drops to Basic.

• No partial-period refund: Cancelling part way through a period stops the next charge; it does not refund the unused part of the current one. If you believe a charge was wrong, that is a billing error, not a cancellation, and should go to support.

• Changing your mind: A cancelling plan can be reactivated before it ends, which returns it to active on the same period without a new charge.

• Basic cannot be cancelled: Basic is the free participation tier and has nothing to bill, so there is nothing to cancel. Closing the account entirely is a support request.

• While a plan change is in flight: If a secure plan checkout is still open, cancellation waits until the provider completes or expires it. This prevents a purchase and a cancellation from crossing in mid-air.

Upgrading and downgrading

• An upgrade goes through the same secure checkout as a new purchase, and the higher entitlements arrive when the provider confirms it.

• A downgrade to Basic is a cancellation of the paid plan: the paid tier runs to the end of the paid period and Basic follows.

• Only one plan change can be open at a time. Start a second only after the first has completed or expired.

• Content that exceeds the allowance of a lower tier — extra portfolio photos, for example — stops being displayed at that tier. It is not deleted by the downgrade itself.

Failed payments and lapsed periods

• A past-due plan still works, for now: If a renewal charge fails, the plan is marked past due and entitlements continue while the provider retries, so a card that expired overnight does not take your profile down.

• But only while the period is current: An entitlement requires both a live subscription state and a paid period that has not yet ended. Once the period end has passed, the paid entitlements stop, whatever the state says.

• Recovering: Updating the payment method and a successful charge returns the plan to active.

• What lapsing changes: You return to Basic. Your profile, reviews, job history and claim status are not removed by a lapse — the capability the plan added is what stops.

What a plan does not buy

This is the boundary that makes paid tiers safe to sell on a marketplace where customers rely on the labels.

• Not a verification label: Business, identity and licence checks are evidence-based and are not for sale. No plan produces, accelerates or upgrades one.

• Not reviews or ratings: Reviews are earned on completed jobs and are shown independently of plan. No plan hides, filters or reorders a genuine review.

• Not a hidden ranking: A plan can include a visibility boost, and where it lifts a result that result is labelled as promoted at the point of display. Paid position is disclosed, not disguised.

• Not a volume promise: No plan guarantees a number of jobs, leads, quotes or a level of revenue. Registering interest in a job is free on every plan. An accepted-invitation allowance describes how many customer invitations you may accept in a calendar month, not how many you will receive or win.

• Not permission to work: A plan does not substitute for a licence, registration, consent or insurance required by New Zealand law.

The list of features shown against a plan is descriptive copy. The entitlements actually enforced are the ones your dashboard applies, and where the two ever disagree, the enforced entitlement is the one you have bought.

Suspension and your rights

• If a profile is suspended for a conduct or verification reason, paid entitlements may be withheld for the suspension. Serproz will tell you the reason where it is lawful and practical to do so, and the complaints route stays open.

• A plan is acquired for business purposes, so the business-user clause in the terms of use applies. Nothing in these terms excludes a right or remedy that cannot lawfully be excluded, including under the Fair Trading Act 1986.

• A dispute about a plan charge is a complaint about Serproz, not a job dispute, and belongs on the complaints page.

Raise a billing problem through the complaints page. Job-level money is governed by the payment terms and the dispute process instead.

Changes to these terms

These terms carry a version string so a subscription can be read against the text that applied to it. The current version is provider-plan-terms-2026-09-19-v3. A material change is notified before it takes effect, and continuing a subscription after that date means the new version applies to the next renewal.