Order Status Policy

for Flexigoods operated by Kiwi Appliance Rental Limited

Order Status Policy

This Order Status Policy explains the meaning of order statuses used by Flexigoods and how customer orders are processed from application through delivery, completion, cancellation, or collection.

1. Application Received

Status: Application Received

Your application or order has been successfully submitted and is awaiting review.

At this stage:

  • your information is being assessed;
  • identification and supporting documents may be requested; and
  • no delivery is scheduled yet.

Flexigoods may contact you for additional information before approval.

2. Pending Verification

Status: Pending Verification

Your application is under review and additional verification is required.

This may include:

  • identity verification;
  • address confirmation;
  • payment setup confirmation;
  • employment or income checks; or
  • confirmation of minimum upfront payments.

Orders may remain pending until all required information is provided.

3. Approved

Status: Approved

Your application has been approved subject to completion of any remaining requirements.

Before delivery can proceed:

  • required payments must be completed;
  • direct debit or automatic payment authority must be active; and
  • insurance or liability waiver arrangements must be confirmed.

4. Awaiting Delivery

Status: Awaiting Delivery

Your order is approved and waiting to be scheduled for delivery.

Delivery dates are subject to:

  • product availability;
  • delivery routes;
  • stock transfers; and
  • operational scheduling.

Flexigoods will contact you to confirm delivery arrangements.

5. Out for Delivery

Status: Out for Delivery

Your Goods are currently with the delivery team and are scheduled to arrive on the confirmed delivery date.

Customers must:

  • ensure someone is available at the delivery address;
  • provide safe access for delivery; and
  • notify Flexigoods immediately if delivery access changes.

Missed delivery appointments may result in additional charges.

6. Delivered

Status: Delivered

The Goods have been successfully delivered to the approved address.

Once delivered:

  • customers are responsible for the care and safe use of the Goods;
  • any delivery shortages or damages must be reported within 2 days; and
  • regular payment obligations continue under the Rent-Fix Contract.

7. Active Contract

Status: Active Contract

Your Rent-Fix agreement is currently active and in good standing.

This means:

  • Goods remain in your possession;
  • payments are up to date; and
  • there are no active breaches or collection actions.

8. Payment Overdue

Status: Payment Overdue

One or more scheduled payments have not been received by the due date.

At this stage:

  • late fees or penalty interest may apply;
  • Flexigoods may attempt contact regarding payment arrangements; and
  • continued non-payment may lead to default action.

Customers are encouraged to contact Flexigoods immediately if experiencing payment difficulties.

9. Default Notice Issued

Status: Default Notice Issued

Your account has entered formal default status due to missed payments or breach of contract conditions.

You may receive:

  • a formal notice of default;
  • a repossession warning notice; or
  • requests to return the Goods.

Failure to resolve the default may result in repossession action.

10. Repossession in Progress

Status: Repossession in Progress

Flexigoods has commenced recovery action for the Goods due to unresolved default under the Rent-Fix Contract.

Additional fees and recovery costs may apply.

Customers may still contact Flexigoods to discuss resolution options before repossession is completed.

11. Returned / Collected

Status: Returned / Collected

The Goods have been returned by the customer or collected by Flexigoods.

Additional charges may apply for:

  • cleaning;
  • repairs;
  • damages;
  • unpaid balances; or
  • early termination fees.

12. Completed

Status: Completed

The Rent-Fix Contract has been successfully completed.

This means:

  • all required payments have been made;
  • all obligations under the contract are satisfied; and
  • the agreement has ended.

Where applicable, customers may be offered the option to purchase the Goods at an agreed market value.

13. Cancelled

Status: Cancelled

The order or contract has been cancelled either:

  • before delivery;
  • by customer request; or
  • due to default or non-compliance.

Any applicable fees, charges, or outstanding balances may still remain payable after cancellation.

14. Processing Timeframes

While Flexigoods aims to process applications promptly, processing and delivery times may vary depending on:

  • stock availability;
  • verification requirements;
  • delivery location;
  • public holidays; and
  • operational demand.

Estimated delivery dates are not guaranteed.

15. Customer Support

For updates regarding your order status, contact:

Flexigoods Customer Support

Please provide your:

customer reference details.

full name;

order number; or