DMSW: Defects, Maintenance & Small Works, made easy/Terms & privacy

Client terms

Version: 1 · Last updated: 02/10/2026 · Applies to: organisations and people who approve quotes and pay for work through DMSW ("you", the "client"), including standalone homeowners

These terms apply with the Platform terms. A homeowner who also reports problems accepts these client terms when they first approve a quote.

1. Your builder does the work

Work is done by the builder or contractor who quotes it (the "builder"), under your agreement with them. DMSW provides the software and handles payment as described below. DMSW isn't responsible for the work.

2. Defects

Items the builder accepts as defects are fixed free of charge. You won't be asked to pay for them. If you think a quoted item is really a defect, you can dispute the quote.

3. Quotes

3.1 Quotes come from the builder, in their name. They're valid for 30 days unless the quote says otherwise.

3.2 You can approve a quote, dispute it (if you think it's a defect), or decline it and use your own contractor.

3.3 Only people you've authorised as approvers can approve quotes for your account. You're responsible for who you authorise.

4. Paying

4.1 You pay before work starts. When you approve a quote, you'll be asked to pay through Stripe, by card, Apple Pay or Google Pay. If your account is set up for invoicing, you'll receive a tax invoice to pay by bank (NZ direct debit through Stripe) instead.

4.2 An approved quote that isn't paid within 14 days expires, and the builder won't start.

4.3 Your payment is held until you're satisfied. DMSW holds your payment and releases it to the builder only when:

  • you or the end user signs off the job, or
  • 7 days after the builder marks the job complete, if nobody has signed it off or said it isn't right. You'll get a reminder on day 5.

4.4 The price you pay is the quoted price. DMSW's fee is paid by the builder out of their payment.

5. If you're not satisfied

5.1 Before signing off, check the after-photos and the builder's note. If the work isn't right, tap "Not satisfied" and say why. The job goes back to the builder, and your payment stays held.

5.2 After two rounds of rework or quote dispute, the job is escalated to the builder's admin and your admin to resolve directly. Your payment stays held while you do.

5.3 DMSW doesn't decide disputes. It will release or refund the payment when you and the builder agree in the platform, or when either of you uploads a Disputes Tribunal or court decision or a signed settlement.

6. Cancelling

6.1 You can cancel a paid job at any time before work starts. You'll be refunded what you paid, less:

  • Stripe's processing fee, and
  • the cost of materials the builder has already bought for the job, if they upload receipts within 3 working days.

6.2 Once work has started you can't cancel. Use the "Not satisfied" and dispute process instead.

7. If the builder's account is locked

If the builder's DMSW account is locked (for example, for not paying DMSW):

  • you won't be able to sign in, and will be asked to contact the builder
  • jobs you've paid for are frozen and your money stays held
  • you can ask for a full refund of a frozen job at any time, and DMSW will refund you in full
  • if the lock lasts 85 days after your payment, DMSW moves your money into a DMSW trust account. It stays your money. It's refunded when you ask, or used for the job if the builder's account is unlocked.

To ask for a refund, email support@dmsw.co.nz.

8. Your residents and occupants

8.1 If you invite residents, tenants or owners, or lodge jobs for them, you're responsible for having their permission to give us their name, contact details and unit, and for telling them how DMSW uses them. Our Privacy policy can help.

8.2 When someone moves out, remove them from their unit. The job history stays with the unit for the next occupant.

9. Maintenance reminders

If your builder has set up a maintenance schedule, we'll email you (and, if chosen, your occupants) when items are due. You can ask the builder to quote, mark it done yourself, or snooze it. You can change who gets reminders at any time.

10. Consumers

If you're a homeowner using DMSW for your own home, you have rights under the Consumer Guarantees Act 1993 that these terms don't take away. If you're using DMSW for a business, you agree that the Consumer Guarantees Act doesn't apply to DMSW's services, as section 43 of that Act allows.