To receive updates about your tax refund application, make sure your contact details are accurate and up to date. If your information has changed since you applied, you can update them now.

A regularly checked email address is the most reliable way to receive updates and respond to any queries. If we can’t reach you by email, we’ll try to contact you via the phone number you provided.

For your security, you’ll need to confirm your identity by answering security questions when speaking with our customer relations team.

What to expect after applying:

• After you submit your online application you’ll receive an email confirming your application details.

• Within 24 hours, My Refund will review your application and email you with an update.

  This could include:

  • A request for additional information, or

  • A notification about the outcome of your assessment

If you’re unsure about the status of your application, contact us now and one of our friendly customer relations representatives will assist you.

During the review of your tax entitlements, My Refund may ask you to provide additional information or documents to ensure your tax return is assessed correctly.

Commonly requested documents:

• Photo ID and Identification Verification Form

• Donation receipts

• Additional income statements

We understand that gathering this information can be time-consuming. Forms will be sent to you so you can attach the requested documents.

How to send your documents

Scan or take a photo

• Ensure the documents are clear and easy to read.

Send them to us using one of the following options:

• Complete and attach the documents to the form sent to you requesting the information
• Email: Send to info@myrefund.co.nz
• Live Chat: Use our live chat to upload and send your files instantly.

Prefer to post?
You can send your documents by mail — and no stamp is needed:

FREEPOST

My Refund Ltd
PO Box 6490
Christchurch 8442

We’re here to make the process as simple as possible — just reach out if you need help!

For the quickest processing of your tax refund application, you can use your NZ driver licence or NZ passport and we'll verify it electronically through a third-party authentication service (Veda NZ).

Required details for an NZ driver licence:

• Licence number

• Licence version

• Exact name(s) as they appear on your licence

Required details for an NZ passport:

• Passport number

• Passport expiry date

• Exact name(s) as they appear on your passport

If you are using photo ID other than an NZ driver licence or NZ passport, you will be able to provide a clear colour copy of the ID to the application form. 

Other acceptable photo IDs:

• Kiwi Access Card.

• Overseas Passport & Visa.

• Firearms/Dealers Licence.

• International Drivers Permit.

• New Zealand Certificate of Identity (issued by the Ministry of Business, Innovation, and Employment or Department of Internal Affairs).

Providing valid and clear ID helps ensure your application moves smoothly and quickly!

If you’re under 16, you’ll need parental or guardian consent before we can process your tax refund application.

What you need to provide:

• A form of acceptable ID

• Your birth certificate

What your parent or guardian needs to provide:

• A form of acceptable ID

• A signed statement confirming their approval of your application
  or

• Co-sign an Identification Verification Form

Without this additional consent, we won’t be able to proceed — but you’re welcome to reapply after your 16th birthday. If you have any questions or need help, just reach out to our team!

Are my personal details and information safe? What If they change?

Yes — your personal information is 100% confidential.

As a registered tax agent with Inland Revenue, My Refund is bound by the Privacy Act 2020 to protect your data.

We will never share your information without your express consent, except when required by law (e.g., by Inland Revenue).

• We will ask you to verify security questions before discussing any account details.

• If you’d like to nominate someone (like a friend or family member) to access your account, you’ll need to give formal consent.

Simply complete the Nominate Authority form.

Alternatively, contact our customer service representative to receive the form via post or complete the verbal authority steps.

What if my details change?

Keeping your contact information up to date is essential — outdated details can delay your tax refund and important updates.

If your email, phone number, address, or bank details change, just:

• Send us a message via our website.

• Complete the Update My Details form.

• Or contact us directly.

We’ll make sure your file stays current so you don’t miss out on any important info or payments.

Claiming expenses means you can deduct certain costs from your income, which may help increase your tax refund or reduce any tax you owe.

Common expenses you can claim:

• Tax return preparation fees (including My Refund’s fee from the previous year).

• Income protection insurance premiums.

• Commission on interest or dividend income (not including general bank fees).

• Fees related to investments that generate taxable income.

• Business-related expenses, if applicable.

Good to know:

If My Refund Ltd processes your return each year, we’ll automatically claim our previous year's fee as an expense for you.

Want to claim additional expenses?
Just send us the documentation and we’ll take care of the rest. If you’re unsure whether something qualifies, feel free to contact us — we’re happy to help!

Everyone’s tax situation is different — even small differences can make a big impact.
Things like working one extra hour a week, taking unpaid leave, or switching jobs can all change your tax outcome.

When you complete your application, we ask questions about your income over the past five years to help assess your current tax position accurately.

Factors that can affect your tax refund:

• Only worked part of the year.

• Received a lump sum payment (like a bonus or backpay).

• Had more than one employer.

• Claimed deductible expenses.

• Qualified for tax credits.

• Received Working for Families payments.

• Used an incorrect tax code.

• Had self-employed, rental, or untaxed income.

• Had a low Prescribed Investor Rate (PIR) on investments.

Even if you didn’t get a refund this time, completing a full assessment ensures you're not missing anything — and we’ll always aim to get you the maximum refund you’re entitled to. If you’re unsure why you didn’t receive one, feel free to contact us and we’ll walk you through it!