Our terms of service: the following constitute the agreement between you, the client, and us, the service provider.
1. Your Instructions
1.1 We will act in your best interests to carry out your instructions.
1.2 We reserve the right to cease to act where we are of the opinion that you have misled or deceived us in any material way.
1.3 We will take reasonable steps to keep you informed of the steps taken to carry out your instructions.
1.4 By instructing us you accept liability to pay the accounts that we will render for work done together with all disbursements incurred in respect of your instructions, and you agree to be bound by the terms of this agreement.
2. What are our obligations to you?
2.1 We agree to:
(1) act competently, in a timely way, and in accordance with any arrangements made between us and you;
(2) protect and promote your interests and act for you free from compromising influences or loyalties;
(3) discuss your objectives and how they should best be achieved;
(4) provide you with information about the work to be done, who will do it and the way in which our services will be provided;
(5) charge you a fee that is fair and reasonable, and let you know when you will be billed;
(6) give you clear information and advice;
(7) protect your privacy and ensure appropriate confidentiality;
(8) treat you fairly, respectfully, and without discrimination;
(9) keep you informed about the work being done and advise when it is completed;
(10) let you know how to make a complaint, and deal with any complaint promptly and fairly.
3. How do we charge?
3.1 How we are paid
(1) Our fees are added to the debt and recovered from the debtor. You pay nothing, subject to the next clause.
(2) If the debtor pays you directly after we have commenced action, or you cancel within 28 days of instruction, a cost recovery fee of $115 + 1% of the debt value (incl. GST) will apply.
(3) Where external costs are required (e.g. document serving costs), these will only be incurred with your approval and will be invoiced at cost plus 15%.
(4) A debt is considered collected if payment is received by us or by you, or if goods or services are accepted in settlement at an agreed value.
3.2 Any professional services work outside the previous items is charged hourly at $180 / hour plus GST, a minimum of one hour per service request.
3.3 In the event you have misinformed or misled us relating to a collection that then results in additional costs (including but not limited to fines, court fees and legal costs), you accept full liability for said costs.
4. When will you be billed?
4.1 Disbursements (3.1.3) or cost recovery charges (3.1.2) will be invoiced weekly and are payable within seven (7) days.
4.2 Fixed consultancy charges (3.2) will be invoiced upon acceptance of work, and are payable in advance of work being undertaken;
4.3 Any other fees or disbursements not set out in these terms of service are as agreed terms at the time.
5. What about out-of-pocket payments you have to make?
5.1 Filing fees for external legal services, private investigators, or any court fees are payable by you. You will be contacted before incurring any of these fees unless already set out in these terms of service.
6. When do you have to pay?
6.1 Our accounts are all due within seven (7) days of issue of our invoice. If we are holding any money for you, you authorise us to deduct our fees and disbursements from that money.
7. Joint and Several Liability
7.1 If there is more than one person comprising you, each person is jointly and severally liable for payment in due time of all our accounts and other charges such as those under clause 10. This includes directors and partners of legal entities.
8. What if you cannot pay on time?
8.1 If you anticipate difficulty in the payment of any account, you must contact us immediately and discuss arrangements for payment.
8.2 Interest is payable on any account more than seven (7) days overdue. Interest shall be calculated at the rate of 12.5% per month, calculated daily. Interest is not compounded.
8.3 If we have to take steps to recover any unpaid account, an administration fee of $180 plus GST and the costs of recovery (including debt collectors’ charges) are all payable by you.
8.4 If you fail to make payment of our reasonably rendered accounts for a period of over fourteen (14) days we reserve the right to refer the matter to a third-party credit reporting agency at our discretion.
9. Lien
9.1 Where work has been done by us but we have not been paid by you, then we have the right to retain the original documents and the correspondence on your files until such time as all outstanding fees, disbursements and other expenses have been paid. This is known as a lien. This will be particularly important in circumstances where you decide, for whatever reason to instruct another collection agency. You must pay all outstanding fees, disbursements and other expenses before we release your files to other collection agents. Alternatively, that other firm may be obliged to give an undertaking to us to pay all outstanding fees and disbursements before your file is released.
10. Retention of Records
10.1 Files and documents will be retained by us for a period of six (6) years after which they will be destroyed.
10.2 Subject to the lien in paragraph 9 and if you wish to inspect these or require copies to be made, a charge may be made for this.
10.3 Our privacy policy can be found here.
11. Confidentiality
11.1 We will hold all information concerning the business and affairs of you in strict confidence, and will not divulge such information except where required or permitted to do so by law, or you expressly or implicitly authorise us to make such disclosure.
12. Termination
12.1 Either party may terminate the agreement set out in these terms of service for any reason by providing 28 days written notice. Administration fees may apply;
12.2 In the event you have falsified or misled Sentinel, we reserve the right to terminate this agreement immediately and seek all reasonable costs.
13. Variation
These terms of service are covered by the laws of New Zealand, and any variation will be in writing.
Effective Date: 01 February 2026