The explanations and information provided on this page are only general and high-level explanations and information on how to write your own document of Terms & Conditions. You should not rely on this article as legal advice or as recommendations regarding what you should actually do, because we cannot know in advance what are the specific terms you wish to establish between your business and your customers and visitors. We recommend that you seek legal advice to help you understand and to assist you in the creation of your own Terms & Conditions.

Complaints

Your satisfaction is our priority, and we strive to continually enhance our service. If you encounter any issues, we encourage you to reach out. Simply send an email to contact@onlinefinance.nz detailing the situation and suggesting potential resolutions. Feel free to include any relevant documents or correspondence to aid in our understanding of your concerns. We value your feedback and are committed to addressing any issues promptly.

When we receive your complaint, we will:

1. Acknowledge your complaint within 1-2 working days
2. Gather and evaluate information about your complaint
3. Respond to you within 20 working days.

If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs. FSCL’s service does not cost you anything and they will help resolve the complaint.

You can contact FSCL:
1. By calling 0800 347 257
2. By emailing complaints@fscl.org.nz
3. Through FSCL’s website: www.fscl.org.nz
4. By writing to: FSCL , PO Box 5967, Wellington 6011

1-Hour Finance Approval Guarantee – Terms & Conditions

1. Promotion Overview

The 1-Hour Finance Approval Guarantee promotion offers eligible customers the opportunity to receive their first vehicle finance repayment paid by us if we are unable to obtain finance approval within one (1) hour of receiving a complete and accurate application.

This promotion is offered by Online Finance and applies to vehicle finance applications submitted through our dealership or approved channels.

2. Eligibility

To qualify for the 1-Hour Finance Approval Guarantee, customers must meet all of the following conditions:

• Submit a fully completed finance application with accurate and truthful information.

• Provide all documentation requested by our finance team at the time of application.

• Provide documents within the timeframe requested so the application can be assessed.

• Have a clean credit history, meaning no unpaid defaults, judgments, bankruptcies, or serious credit impairments recorded on their credit file.

• Be eligible for vehicle finance under our lending partners’ policies.

If any required documentation or information is missing, incomplete, or inaccurate, the 1-hour guarantee timeframe will not commence until the correct information is received.

3. Responsible Lending & Finance Approval

All finance applications are subject to responsible lending checks and approval by the relevant lender in accordance with the requirements of the Credit Contracts and Consumer Finance Act 2003.

Approval is not guaranteed and will depend on factors including (but not limited to):

• Credit history

• Income verification

• Employment status

• Existing financial commitments

• Lender-specific lending criteria

4. The 1-Hour Guarantee

The one hour timeframe begins only once:

1. A complete finance application has been submitted, and

2. All requested documentation has been received and verified by our finance team.

The one hour period is measured during normal business hours only, defined as 9:00am to 5:00pm New Zealand time, Monday to Friday, excluding public holidays.

If we are unable to obtain finance approval within one (1) hour from this time, and the customer otherwise meets all eligibility criteria, we will cover the customer’s first scheduled vehicle finance repayment, subject to the limits below.

5. Payment of First Repayment

If the guarantee is triggered:

• We will pay the first scheduled loan repayment on the approved finance agreement.

• Payment will be made directly to the lender or credited toward the loan, not paid in cash to the customer.

• The maximum amount payable under this promotion is $1,000.

6. Exclusions

The guarantee does not apply where:

• The applicant provides incorrect, incomplete, or misleading information.

• Required documentation is not supplied promptly when requested.

• Delays occur due to third party verification requirements such as banks, employers, or credit bureaus.

• The applicant does not meet lender credit or affordability criteria.

• The application is submitted outside normal business hours.

• Technical issues or circumstances outside our control delay processing.

7. Promotion Limitations

• This promotion is available once per customer per vehicle purchase.

• It cannot be combined with other promotional offers unless explicitly stated.

• The promotion may be withdrawn or amended at any time without notice.

8. General

By submitting a finance application under this promotion, the customer agrees to these Terms and Conditions.

All decisions regarding eligibility for the promotion and the guarantee are at the sole discretion of Online Finance, acting reasonably and in good faith.