Terms & Service Agreement

1. Who we are, and accepting these terms

These terms form an agreement between you ("you", "the client") and JTR Global OpenWings Limited, trading as JTR Global OpenWings Assist ("JTR", "we", "us", "our"), a company registered in New Zealand and based in Auckland. By paying for one-off assistance, joining a membership, or otherwise asking us to provide services, you agree to be bound by this agreement.

If you don't agree with any part of these terms, please don't use the service, and contact us if you have questions before signing up. If any part of this agreement conflicts with New Zealand law, the law applies and that part has no effect to the extent of the conflict.

2. What JTR Global OpenWings Assist does

Assist is a virtual and personal settlement, clerical and administrative support service for people who are in, or moving to, New Zealand for work, study, travel or business, and for New Zealanders who want a hand navigating services. "Virtual" means your assistant works with you remotely, by chat, email and phone, wherever in the world you are; "personal" means you are assigned one named assistant who knows your file, and who meets you and attends appointments with you in person in the Auckland area where a task needs someone physically there.

Every plan — including one-off assistance — includes CV writing and cover letters at no extra charge: a professional CV written for the New Zealand market from the work history, education and skills you give us on your client form, and a cover letter tailored to each application we send on your behalf. We rewrite and update your CV during your term as your situation changes.

Beyond that, depending on your plan and your situation, we may:

• Search for and shortlist accommodation, and help you complete and send rental applications.
• Write and update your CV, write your cover letters, send applications, and point you to employers and advertised vacancies.
• Help you compare education providers and complete enrolment paperwork.
• Help you compare vehicles to buy or rent, arrange inspections and rentals, and complete change-of-ownership and licensing paperwork.
• Collect, organise, store and retrieve your documents, and record the information you give us onto forms, applications and requests on your behalf and under your direction.
• Pass on information that is published publicly, including information published by Immigration New Zealand and other government agencies.
• Refer you to third parties — landlords, employers, education providers, healthcare providers, budgeting services, lawyers and Licensed Immigration Advisers — and, where they instruct us, handle documents for them.
• Interpret or translate, arrange appointments, make calls on your behalf, and check in with you while you settle.

The exact help you receive depends on your plan and what you tell us you need. We may decline requests that fall outside what we reasonably offer, or that we are not appropriately qualified or licensed to provide. Every decision — accepting a job, signing a tenancy agreement, buying a vehicle, lodging a visa application — is yours alone.

3. What we do not do — regulated activities

Immigration advice

Under the Immigration Advisers Licensing Act 2007, immigration advice means using knowledge of or experience in immigration to advise, direct, assist or represent someone on a New Zealand immigration matter. Only a Licensed Immigration Adviser, or an exempt person such as a New Zealand lawyer holding a current practising certificate, may give it. We are not Licensed Immigration Advisers and we do not give immigration advice.

What we do for you on immigration matters is limited to what that Act carves out of the definition of immigration advice — settlement services, clerical work, translation and interpreting, and passing on publicly available information or information published by Immigration New Zealand. In practice that means we will:

• record onto a form the information you give us, on your behalf and under your direction;
• collect, organise, store and retrieve your supporting documents;
• show you the published criteria on the Immigration New Zealand website; and
• refer you to a Licensed Immigration Adviser or a lawyer, and act on their instructions if they ask us to.

We will not tell you which visa to apply for, assess whether you meet the criteria, comment on your chances, tell you what to write in an application, advise you on a declined application or a deportation matter, or represent you in dealings with Immigration New Zealand. If you ask us to, we will decline and refer you. You should not treat anything we say as immigration advice, and you should not rely on it as though it were.

Legal advice

We are not a law firm, none of our staff acts for you as a lawyer, and nothing we say is legal advice. Where your situation needs legal advice we will refer you to a lawyer; you engage them directly, and we then handle documents only on their instructions.

Property

We carry out no real estate agency work as defined in the Real Estate Agents Act 2008. We do not sell, market or negotiate the sale or purchase of land or houses, and we hold no real estate licence. We are not a landlord, a letting agent or a property manager, and we do not act as an agent for any landlord in granting a tenancy to you.

Vehicles

We are not a registered motor vehicle trader under the Motor Vehicle Sales Act 2003. We do not own, import, sell or offer vehicles, and we do not act as a seller's agent. When we help you buy or rent a vehicle we are helping you compare options, arrange an inspection or rental, and complete the paperwork. The contract is between you and the seller or rental company, and the Consumer Guarantees Act 1993 and Fair Trading Act 1986 rights you have against them are unaffected by anything we do.

Money, credit and insurance

We are not a lender, a credit provider, an insurer, a broker or a financial adviser. We give no regulated financial advice within the meaning of the Financial Markets Conduct Act 2013, we recommend no particular loan, insurance policy or financial product, and we arrange no vehicle or other finance. Where money is the problem we can point you to free budgeting services, Work and Income, or community support. We do not hold client money on trust; payments for third parties are made by you, directly to them.

4. Fees we will never charge you

Two kinds of charge are specifically unlawful in New Zealand, and we want to be explicit that we do not make them.

• No premium for employment. Section 12A of the Wages Protection Act 1983 prohibits an employer, or a person engaged on an employer's behalf, from seeking or receiving any premium in respect of anyone's employment — whether from the worker or from anyone else. We charge you no fee, commission, bonus, success fee or premium for finding, obtaining, keeping or being referred to a job, and no part of your fee is calculated by reference to whether you get work or what you are paid. If we ever received such a payment you would be entitled to get it back.
• No letting fee and no key money. Sections 17 and 17A of the Residential Tenancies Act 1986 prohibit key money and letting fees. We charge you nothing for the grant, continuation, extension, variation or renewal of a tenancy, nothing for showing you a property, vetting you or preparing a tenancy agreement, and we never accept payment from both you and a landlord or their agent in relation to the same property. Rent in advance and a bond are paid by you to your landlord under your tenancy agreement, not to us.

Your fee is for our own time and administrative work. It is payable whether or not you get a particular job, tenancy, enrolment, vehicle or visa, and it does not increase if you do. If we ever charge you something that turns out to be unlawful, we will refund it in full on request without argument.

5. Plans, prices, GST and payment

We currently offer the following options. Current pricing is always shown on our website and may be updated from time to time; the price you are shown at checkout is the price you pay.

• Free account — $0, no card and no agreement. Creating an account costs nothing and commits you to nothing. A free account gives you access to our published settlement guides, to your own document folders, and to referrals to free public services and to a Licensed Immigration Adviser or lawyer. Signing up is what opens the guides: they cost nothing to read and never require a card or an agreement, but they are for account holders. A free account does not include the full listings catalogue or the ability to apply through it — that is part of every paid plan below, and it lasts as long as your plan does. It has no term, so there is nothing to cancel, and it does not expire into a paid plan. A free account does not include assistance work — no assistant is assigned to your case, and we do not make calls, complete forms or write documents for you unless you hold a paid plan below. We may suspend or close a free account for misuse under clause 13, and we may change what a free account includes; if we reduce it we will say so on this site.
• One-off assistance — $199, a single fee. One task: either finding accommodation or a round of job hunting, whichever you choose. We aim to deliver it in a day, and in no case longer than one week from the day we start. CV writing and a cover letter are included. There is nothing ongoing and no weekly billing.
• 3-month membership — $25 a week for 13 weeks ($325 over the term).
• 6-month membership — $15 a week for 26 weeks ($390 over the term).
• 12-month membership — $10 a week for 52 weeks ($520 over the term).

Memberships are quoted and charged as a weekly rate for a fixed term. You are never asked to pay a whole term as a lump sum. Stripe charges your weekly rate once a week for the number of weeks in your term, your weekly rate is fixed for that term, and the charges stop by themselves at the end of it — a membership does not renew automatically. The figure shown as the total over the term is simply your weekly rate multiplied by the weeks in the term; it is what you will have paid by the end, not an amount due at the start.

All prices are in New Zealand dollars and include GST where GST applies. Payments are processed by Stripe; we do not see or store your full card details. If a weekly payment fails, we will tell you and give you a reasonable chance to fix it before we pause your assistance.

A signed agreement comes first. Before any payment is set up, you sign a fixed-term service agreement for the plan you have chosen, for a term equal to that plan — one week for one-off assistance, 13, 26 or 52 weeks for a membership. A dated copy of what you signed is filed in your document folders on this site automatically, and you can open, download or print it at any time. We do not start work, and Stripe does not charge you, until that agreement is signed.

We do not change the price of a term you are part-way through. If we change prices, the change applies only to new agreements.

No obligation to buy anything. Nothing on this site requires you to take a paid plan. The free account and the published guides are available to you whether or not you ever pay us, and where a free public service — Citizens Advice Bureau, Community Law, Tenancy Services, Employment New Zealand, Inland Revenue or Immigration New Zealand — can do what you need, we will tell you so rather than charge you for it. If you are in financial hardship, tell us: we will refer you to hardship and community support at no charge, and we would rather do that than sell you a plan you cannot afford.

6. Cancellations, refunds and your consumer rights

Nothing in this section limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where you buy our services as a consumer, those Acts give you guarantees — including that our services will be carried out with reasonable care and skill, will be fit for the purpose you told us about, and will be provided in a reasonable time — and we cannot contract out of them. If we fail to meet a guarantee you may be entitled to have the problem put right, to cancel and get a refund, or to compensation, depending on how serious the failure is.

Subject to that:

• No refunds. Payments are not refundable once made, including if you change your mind, stop using the service, or no longer need it part-way through.
• One-off assistance. The fee covers the task and is not refundable once paid. If the task is not delivered within one week of us starting, we will tell you before the week is out and refund you for what we have not delivered.
• Memberships — no cancellation during your term. When you choose a membership you commit to the full term you chose (3, 6 or 12 months). A membership cannot be cancelled part-way through the term: the weekly payments continue until the term is finished, and payments already made are not refunded, in full or pro-rata. You must finish your term before cancelling. A membership does not renew automatically — it ends by itself at the end of the term, and to continue you choose a new term and sign again.
• If we can't deliver. If we cannot provide what you paid for — including because it turns out to be something we are not permitted to do — we will refund you for the part we cannot provide.
• Hardship. If your circumstances change unexpectedly, contact us and we will discuss options, including pausing your term.

7. Your responsibilities

• Give us accurate, honest information about your situation, visa status and needs. We record what you tell us; we do not verify it, and we will not knowingly record anything false on a form.
• Tell us promptly if your circumstances change in a way that affects the help you have asked for.
• Read anything before you sign it. Tenancy agreements, employment agreements, vehicle sale agreements and visa applications are your commitments, not ours.
• Treat your assistant and any partner providers we introduce you to with respect.
• Get licensed advice where you need it. If a question is really an immigration or legal question, ask a Licensed Immigration Adviser or a lawyer — we will help you find one.

8. Partner providers and how we are paid

Where helpful, we may introduce you to independent third parties — accommodation providers, employers, schools, healthcare providers, Licensed Immigration Advisers, lawyers or others. They are not owned or controlled by JTR, and any agreement you enter into with them is between you and them, under their terms. We are not a party to it.

How we are paid, so you can judge our referrals. Partner providers pay us a registration fee, or a weekly advertising fee for a fixed term, to join our network and be eligible for referrals. That is a fee for being listed, not a commission on you: we are not paid more if you take up a particular provider, and we receive no payment from a landlord, employer or seller that is linked to you signing anything. We tell you this so you can weigh a referral for what it is. If you would prefer options from outside our network, ask and we will look.

We ask every provider to confirm they are a registered New Zealand business and hold any licence their industry requires, and we keep their application on file. Every provider also signs a written Provider Listing Agreement before they pay anything, and a dated copy of it is filed in that provider's own document folders on this site, which they can open, download or print at any time. That agreement binds them to the fee rules in clause 4, to the Residential Tenancies Act 1986, employment law and the Human Rights Act 1993 as each applies to them, and to handling any documents you send them only for your application and under the Privacy Act 2020. We take reasonable care in choosing partners, but we do not audit them, and we do not guarantee the quality, availability, pricing, legality or outcome of any provider's services. We are not liable for their acts or omissions.

The listings catalogue, and applying yourself. Members on a paid plan can browse the full catalogue of listings by category and apply to a provider directly, attaching documents from their own folders — a CV, a cover letter, references or anything else they have stored there. When you apply, you decide which documents go, and sending them passes them to that provider. An application is between you and the provider: we pass on what you chose to send, we do not vet or endorse your application, and we cannot make a provider read it, reply to it or accept it. Access to the catalogue lasts for the term of your plan and stops when the plan finishes; applications you have already sent are unaffected, and your own documents stay in your folders either way.

9. No guarantee of outcomes

We will make genuine, good-faith efforts to help you, but we cannot and do not guarantee specific outcomes. That includes a job offer, a successful tenancy application, an enrolment, a vehicle purchase, a visa approval, or any particular result from a referral. Outcomes depend on decisions made by employers, landlords, education providers, sellers and government agencies, which are outside our control. Any timeframes we mention are estimates, not promises.

10. Your personal information

We handle your personal information in line with the Privacy Act 2020 and our Privacy Policy, which forms part of this agreement. In short: we collect what we need to help you, we tell you why, we share it with a provider only where that is what you have asked us to do, and you may ask to see it or correct it at any time.

11. Equal treatment

We do not discriminate on any ground prohibited by the Human Rights Act 1993, and we will not pass on a request from an employer, landlord or provider that asks us to. If you believe you have been discriminated against by a provider we referred you to, tell us — we will take it up with them and can point you to the Human Rights Commission.

12. Limitation of liability

Nothing in this agreement limits or excludes any right or remedy you have that cannot lawfully be limited or excluded — in particular your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, and our liability for fraud, or for death or personal injury caused by our negligence.

Subject to that, and to the maximum extent the law allows, JTR Global OpenWings Limited's total liability to you arising out of or related to this agreement is limited to the amount you have paid us for the services in question. We are not liable for indirect or consequential loss, including loss of income or loss of opportunity, or for the acts or omissions of third parties, including partner providers, government agencies, landlords, employers and sellers.

If you are acquiring our services for the purposes of a business, and we both agree in writing that the Consumer Guarantees Act does not apply, then it does not apply to that engagement, as section 43 of that Act permits.

13. Suspending or ending the service

We may suspend or end our service to you if you breach this agreement, give us false information, ask us to do something unlawful or to record something untrue, behave abusively toward our staff or partners, or use the service for an unlawful purpose. Where reasonably possible we will give you notice and a chance to put it right first, and we will refund any unused portion of a prepaid term unless the reason for ending it was fraud on your part.

14. Complaints and independent help

If something goes wrong, tell us first — email info.jtrglobalopenwings@gmail.com or call +64 27 802 6015. We will acknowledge your complaint within 5 working days and aim to resolve it within 20 working days.

You do not have to come to us first, and you can always go to an independent body instead:

• Disputes Tribunal — for money claims about our services.
• Commerce Commission — for concerns about misleading conduct under the Fair Trading Act 1986.
• Immigration Advisers Authority — if you believe anyone, including us, has given immigration advice without a licence.
• Labour Inspectorate (MBIE) / Employment New Zealand — if you believe you have been charged a premium for employment.
• Tenancy Services / Tenancy Tribunal — for letting fee, key money or bond concerns.
• Office of the Privacy Commissioner — for concerns about your personal information.
• Human Rights Commission — for discrimination concerns.

Using our service never affects your right to complain to a regulator, and we will not ask you to give that right up.

15. Intellectual property

All content on our website and in our materials — including our name, logo and written material — belongs to JTR Global OpenWings Limited or its licensors. You may not copy, reproduce or use it for commercial purposes without our written permission. Documents you give us remain yours.

16. Changes to these terms

We may update these terms from time to time, for example as our services or the law change. We will post the updated version on this page with a new "last updated" date. Changes apply to new purchases and to conduct after the change; they do not retrospectively reduce rights you already have under a term you have paid for.

17. Governing law

This agreement is governed by the laws of New Zealand, and both parties submit to the non-exclusive jurisdiction of the New Zealand courts. Nothing here prevents you from bringing a claim in the Disputes Tribunal or a tribunal with jurisdiction over your matter.

18. Contact us

JTR Global OpenWings Limited, trading as JTR Global OpenWings Assist, Auckland, New Zealand.
Email info.jtrglobalopenwings@gmail.com · Phone +64 27 802 6015 · Hours Mon–Sat 8am–5pm.