mid-adult couple paying bills on laptop computer.Frequently Asked Questions

 

Please find the answers to the most common questions below:

Contact Us / Opening Hours

How can I contact you?

Phone: 0800 227 484
Fax: 0800 001 477
Email Address: service@zethus.co.nz
Postal Address: P O Box 11187, Ellerslie, Auckland 1542

What are your Opening/Processing Hours?

We are open during standard business hours:

Monday:           8.30am – 5.30pm
Tuesday:           8.30am – 5.30pm
Wednesday:   8.30am – 5.30pm
Thursday:         8.30am – 5.30pm
Friday:                8.30am – 5.30pm

Unfortunately, we do not operate on Public Holidays.

All supporting documents must be received no later than 4.00pm in order for us to process your application on the same day.

If you apply for a loan over the weekend, your application will be reviewed on the following business day.

Before You Apply

What should I consider before taking out a loan?

You should complete a personal budget, you could use free budgeting services such as, sorted.org.nz or Citizens Advice Bureau.

You should only borrow what you need and make sure you can meet the required repayments, without putting yourself into any form of financial hardship.

What supporting documents are required with the application?

Simply scan and email the requested documents. No printing, signing or faxing required.

We require:

  • Latest 3 months’ worth of bank statements
  • Valid Photo ID (NZ Passport/Passport w/Residency Visa, NZ Driver’s Licence or NZ Firearm’s Licence)
  • Proof of address (less than 3 months old)

Can I apply if I am self employed?

As long as you receive a regular income of more than $350 a week (after tax) that is direct deposited into your bank account, you may still be approved. However, we review such loan applications on a case-by-case basis.

Can I apply if I am on a benefit?

Provided you have a regular job in addition to your benefit and your salary/wages is your main source of income, you may still qualify for a loan – however, we are unable to help if you are on a benefit only. We are mindful of ensuring any loan will be able to be repaid without undue hardship.

Do you do credit checks?

Usually no, but we reserve the right to do so if we feel it’s absolutely necessary.

Do you need to contact my employer?

We normally only do one anonymous call to your employer during the application stage to verify you work there, but we reserve the right to do a full employer check.

Application Process

How do I apply if I am a new customer?

It’s easy – simply apply here. When your application is received, we will present your loan agreement. You will need to digitally accept the agreement online and send your supporting documents in order for us to process your application and issue you with an outcome.

How do I apply if I am a returning customer?

If you are a returning customer, the process will prove to be even quicker, all you need is your customer number to get started – you can find it in the top right corner of your previous contract(s). Apply for a renewal online now.

Will my loan be approved?

We have a high approval rate, so feel comfortable submitting your instant finance application.
Unfortunately, we cannot approve your application if you are currently Bankrupt, under a Summary Instalment Order or a No Asset Procedure.

How soon will I receive the funds?

We work to get the funds to our customers as soon as possible. If you are approved, you could receive the money in your bank as an overnight deposit or within 30 minutes* if you choose our fast payment option.

* Conditions and a small fee apply to this option if selected.

How do I know if you've received my documents?

Once your loan application has been submitted successfully, you should be able to log in to your account and under the ‘Loan Status‘ tab you will find our tracking system.
This will let you know what documents we have received and what documents we are still waiting on.
Normally, you should hear from us within 45 minutes of sending all the required documentation.

Repaying Your Loan

How do I pay the loan back?

It’s easy – we set up a direct debit for your next payday (or paydays). No need to travel to the bank or set up automatic payments – piece of cake!

Can I change my repayment dates?

Payments are required to be made on the same day that your pay is deposited into your bank account. Provided you contact at least 24 hours before your payment is due, we can look into amending the payments dates to suit – a small fee applies and is at the discretion of the lending team.

What happens if I default?

Fees will apply for defaults (missed or failed payments) and will be added to your existing loan balance. You can find information on these fees in your loan contract or on our cost of borrowing page.

If you contact us early to arrange a make-up payment, we may be able to wipe some of the default fees and interest.

Can I repay early?

You can pay back as soon as you are in the financial position to do so. Interest is charged on a per day basis, so in fact, it will be cheaper to pay your cash advance off quicker.

General Questions

I can't open my documents

You may need a PDF Reader installed on your computer – you can download it for free from www.adobe.com.

Is your online Bank Verification tool safe and secure to use?

Absolutely!
We provide a 256-bit bank level encryption of data, creating a ‘read only’ service – this means we cannot make any changes or transactions on your accounts. Once the data has been loaded, the connection to the bank is closed immediately.

We have also had our service independently tested by an industry leading security service.

We do everything we can to ensure that only the best level of security is safeguarding your important information.

What do I do if I have repayment difficulties

You should contact us as soon as you can; as default fees and/or default interest will apply for missed or failed payments. Please click here for assistance on what to do.

I have a complaint

We strive to provide a quality service to all of our customers. However on occasions things don’t always go smoothly, but don’t worry we will endeavour to put things right.

As a responsible lender, we are a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”) and approved by the Ministry of Consumer Affairs.
Please click here for information on our complaints process and details on our independent dispute resolution scheme.

I wish to make a hardship application

You are eligible to apply for unforeseen substantial financial hardship if:

1. You have not been in default for more than 2 months; and
2. You have not missed 4 or more payments; and
3. You have not previously applied for hardship in the last 4 months (unless your current application is due to materially different reasons than the last application); and
4. The cause of your financial hardship was NOT reasonably foreseeable to you at the time you took out the loan.

Please click here to fill in our form to request our financial hardship application and guide.

Once submitted, you should receive our PDF application and guide within 48 hours.