Help & Support

Get help with bookings, payments, disputes, and provider setup. If you’re stuck, reach out and we’ll respond as soon as we can.

Understanding provider checks and reviews

“Identity checked” means the provider completed Verial’s identity verification. It does not certify workmanship, qualifications, trade licences or insurance. Ask the provider for the documents relevant to your job and check that they are current.

Customer ratings show feedback from completed Verial bookings, alongside the review count. “New to Verial” means the provider joined within the last 90 days and has no Verial reviews yet; it does not mean they are new to their trade. Subscription plans do not buy verification or priority in recommended results.

Quick actions

Report a problem

Something isn’t working? Tell us what happened and we’ll investigate.

Email support

Payment issue

Charges, receipts, failed payments, or checkout issues.

Email support

Booking dispute

Need help resolving a booking issue with a provider or customer.

Email support

Provider support

Help with listings, images, payouts, or account setup.

Email support

FAQ

▸How do bookings work?

Browse services or discuss your job with a provider, then send a booking or quote request. Pay securely after the provider accepts and you approve the price.

▸When am I charged?

You are charged when you complete checkout for a booking. If a booking is cancelled or refunded, the timing and amount may vary depending on the provider’s cancellation policy and platform review.

▸Is Verial Services free for customers?

Customers pay only the accepted service quote. Verial Services does not add a booking fee.

▸How much do providers keep?

Verial charges a 10% provider commission, including payment processing, so providers keep 90% of the agreed service price. Existing providers retain their previous terms during their 30-day notice period; their dashboard shows the end date. Existing bookings keep their saved pricing.

▸Do providers pay for leads or a monthly subscription?

No. Providers are not charged for receiving enquiries, responding, sending quotes, or monthly access.

▸Who pays payment-processing fees?

Payment processing is included in the 10% provider commission. Verial pays the processing costs; they are not deducted again from provider earnings.

▸Has the launch offer ended?

Yes. New providers pay the 10% commission. Existing providers receive at least 30 days’ notice before it applies to new bookings. Existing confirmed bookings keep their saved pricing terms.

▸How do refunds/cancellations work?

If the cancel action is available for a paid booking, the current flow refunds the remaining refundable charge. Service problems, no-shows, and other refund requests are reviewed using the evidence and applicable New Zealand consumer law. See the Refund & Dispute Policy for details.

▸Provider payouts: when do I get paid?

Providers receive payouts based on the booking’s completion status and payment settlement. If you’re a provider and have payout questions, contact support with your booking ID and Stripe account email.

▸How do I contact support?

Email us using the address below. Include as much detail as possible (screenshots, booking ID, and what you expected to happen).

Contact

Email us at support@verial.co.nz.

Open email

Tip: include your booking ID (if applicable), what device/browser you’re using, and any screenshots.