A complaints process you can find and understand is part of being a payments company worth trusting. This one applies whether you are a merchant using GoCushy or a buyer who paid through a GoCushy checkout.
Email hello@gocushy.com with what happened, when, and — if it concerns a payment — the order reference from your receipt. There is no form to fill in and no wrong way to write it.
We will acknowledge your complaint within 2 business days, investigate it, and give you a substantive answer — what we found and what we are doing about it — within 10 business days. If it takes longer than that we will tell you why and when to expect an answer, rather than going quiet.
Money on GoCushy settles directly between buyer and merchant, so a refund is issued by the merchant — usually straight from their dashboard. If you are a buyer and can't reach the merchant, complain to us: we can see the order, contact the merchant, and tell you honestly what your options are. Your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 sit above anything in our terms or any merchant's policy.
GoCushy is operated by Daom Limited, New Zealand company number 9403442, NZBN 9429053427724, registered office Flat 6, 25 Broderick Road, Johnsonville, Wellington 6037, New Zealand.
Last updated 21 August 2026.
Tell us what's happening and we'll email you back. A real person reads every message.
We'll reply to . If it's urgent you can also email support@gocushy.com.