Service Refund & Cancellation Policy

Last updated: 28 May 2025

Part A: General Refund and Cancellation Policy

This Part A outlines our general policy regarding refunds and cancellations. Specific terms may apply to particular services as detailed in Part B of this policy, which should be read in conjunction with these general terms.

Quick Overview (General Policy)

This policy outlines:

How our refunds, replacements, and cancellations align with your rights under the Australian Consumer Law (ACL).
Your entitlements in the event of major and minor failures with our services.
Our approach to requests for refunds due to a change of mind.
The process for lodging a refund claim or cancelling ongoing services.

1. Your Rights Under the Australian Consumer Law (ACL)

Our services come with consumer guarantees that cannot be excluded under the Competition and Consumer Act 2010 (Cth) (which includes the Australian Consumer Law).

For a major failure with a service, you are entitled to:

Cancel your service contract with us; and
A refund for the unused portion, or compensation for its reduced value.

If the failure does not amount to a major failure (i.e., it is a minor problem), you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to:

Have the problem fixed by someone else and recover all reasonable costs from us; or
Cancel the contract and receive a refund for the unused portion of the contract.

2. Change-of-Mind Requests

We understand that circumstances can change. However, for services where work has commenced or significant resources have been allocated, we generally do not offer refunds or credits for a change of mind.

Deposits paid for securing service commencement are generally non-refundable for change-of-mind once initial work has commenced or significant resources have been allocated to your project, as these often cover initial consultation, research, and resource dedication.

At our sole discretion, we may consider offering a service credit or rescheduling the service if:

You notify us in writing as soon as possible before the service commencement date or significant work has been undertaken; and
We have not incurred substantial costs or allocated extensive, non-recoverable resources to your project.

Any such credit or rescheduling will be determined on a case-by-case basis.

3. Major Failures with Services

A major failure with a service occurs when:

The service would not have been acquired by a reasonable consumer if they had fully understood the nature and extent of the problem; or
The service is substantially unfit for its normal purpose and cannot be easily and within a reasonable time made fit for such a purpose; or
The service is unfit for a particular purpose that you made known to us, and the service cannot be easily and within a reasonable time made fit for that purpose; or
The service is not of such a nature, quality, state or condition, that it might reasonably be expected to achieve a result that you made known to us you wished the service to achieve, and the service cannot be easily and within a reasonable time made fit to achieve such a result; or
The supply of the service creates an unsafe situation.

If a major failure occurs, you have the right to choose to:

Cancel the service agreement with us and receive a refund for any payments made for the unperformed or unused portion of the service; or
Keep the contract and receive compensation for the difference in value between the service provided and what you paid.

4. Minor Problems with Services

If a problem with a service is minor and can be fixed, we will aim to rectify the issue within a reasonable timeframe at no additional cost to you. What constitutes a “reasonable time” will depend on the nature of the problem.

If we fail to rectify a minor problem within a reasonable time, you may:

Arrange for another service provider to rectify the problem and claim the reasonable costs incurred from us; or
Cancel the service agreement and request a refund for the unused portion of the service.

5. Requesting a Refund or Remedy

To request a refund, repair, or other remedy, please contact us as soon as you become aware of the issue. We prefer requests to be made within 30 days of discovering the problem to allow for timely assessment.

Please email [email protected] with the following information:

Your full name and contact details.
Your invoice number or order reference.
A clear and detailed description of the problem or failure.
Any relevant evidence to support your claim (e.g., screenshots, correspondence, date the issue occurred).

We will acknowledge receipt of your request within two (2) business days. We aim to assess your request and provide a resolution or pathway to resolution within ten (10) business days. Complex cases may take longer, and we will keep you informed of the progress.

6. Cancellation of Ongoing Services (General Terms)

This section applies to services provided on a recurring subscription or retainer basis (e.g., monthly plans). Specific terms for particular ongoing services are detailed in Part B.

Cancellation by You or Us: Unless otherwise specified in Part B or your service agreement, ongoing monthly services can be cancelled by either party by providing at least thirty (30) days written notice to the other party.
Fees & Refunds for Partial Months: Fees for ongoing services are typically billed in advance for each service period (e.g., monthly). If a service is cancelled part-way through a billing period, fees already paid for that current billing period are generally non-refundable, and partial months are not refunded, unless a refund is required under the Australian Consumer Law (e.g., due to a major failure).
Service Continuation: Services will generally continue to be provided during the 30-day notice period unless otherwise agreed or if the cancellation is due to a breach by either party.
Minimum Terms: Some ongoing services may have a minimum commitment period (e.g., 3, 6, or 12 months) due to the nature of the service and the time required to achieve meaningful results. Any such minimum terms will be clearly specified in your individual service agreement or proposal. Early cancellation of services with a minimum term may be subject to early termination fees, as outlined in that agreement.

7. Contact Us (General Policy)

For any questions regarding this General Refund & Cancellation Policy, or to make a claim or request a cancellation under these general terms, please contact us:

Email: [email protected]

Post: 125 Kerry Rd, Acacia Ridge QLD 4110

Phone: 07 2140 2050

Part B: Service-Specific Refund and Cancellation Terms

The terms in this Part B are specific to the listed services and supplement the General Refund and Cancellation Policy outlined in Part A. Where there is any inconsistency, the terms in Part B will prevail for that specific service, provided they comply with the ACL.

1. Website Services

This category includes: Custom Website Development, WordPress and WooCommerce Development, Shopify E-commerce Solutions, Responsive Web Design.

Project-Based Work: These services are typically delivered as projects with defined scopes and milestones.
Deposits and Initial Payments: An initial deposit or payment is usually required to commence work. This deposit is generally non-refundable if you change your mind after work has commenced (including discovery, planning, design mock-ups) or significant resources have been allocated, as it covers initial consultation, planning, and resource allocation.
Milestone Payments: For larger projects, payments may be structured around milestones. If the project is cancelled by you due to a change of mind, payments for completed milestones or work-in-progress up to the point of cancellation are typically non-refundable. Refunds for future, uncompleted milestones where work has not commenced may be considered at our discretion.
Major or Minor Failures (ACL): If there is a major or minor failure with the service provided, your rights are as outlined in Part A, Sections 3 and 4. This may include a refund for the portion of work affected or for the entire project if the failure is major and cannot be rectified.
Cancellations: If you wish to cancel a website project part-way through, please provide written notice. We will assess the work completed to date and discuss any applicable charges or potential partial refunds for uncommenced work, subject to the terms regarding deposits and change-of-mind.
Client Delays: Significant delays in providing necessary content, feedback, or approvals may impact project timelines and potentially incur additional costs or affect refund eligibility for specific phases.

1.1. Website Copywriting

Project or Retainer Basis: Copywriting may be a one-off project or part of an ongoing content plan.
One-off Projects: Terms similar to other Website Services projects apply (deposits, non-refundable for work commenced or completed).
Ongoing Content Plans: If provided as a monthly retainer, the cancellation terms in Part A, Section 6 (30 days written notice, no partial month refunds) will apply, unless otherwise specified in your service agreement.
Revisions: The service includes a set number of revisions as per the agreed scope. Requests for refunds based on stylistic preference after the revision process has been exhausted are generally not provided if the copy meets the briefed requirements. ACL rights for failures still apply.

2. Digital Marketing Expertise

This category includes: Search Engine Optimisation (SEO), Pay-Per-Click (PPC) Advertising, Social Media Marketing (SMM), Content Marketing, Email Marketing. These services are often provided on an ongoing monthly retainer basis.

General Ongoing Service Terms: Unless specified otherwise below or in your service agreement, the cancellation terms in Part A, Section 6 apply:

Cancellation by either party requires thirty (30) days written notice.
Fees for the current billing period are non-refundable. Partial months are not refunded.
ACL rights for major or minor failures (Part A, Sections 3 & 4) are applicable.

Minimum Terms: Some digital marketing services, particularly SEO or comprehensive SMM campaigns, may have a minimum engagement period (e.g., 3, 6, or 12 months) as specified in your service agreement. This is because meaningful results often take time to achieve. Early cancellation of such agreements may be subject to conditions or fees outlined in that specific agreement.

2.1. Search Engine Optimisation (SEO)

Nature of Service: SEO is an ongoing effort with results accumulating over time.
No Guarantees of Specific Rankings: While we apply best-practice SEO techniques, we cannot guarantee specific search engine rankings due to the dynamic nature of search algorithms and competitor activities. This does not affect your ACL rights if the service itself has a major or minor failure (e.g., failure to implement agreed strategies).
Cancellation: As per General Ongoing Service Terms (Part B, Section 2 above).

2.2. Pay-Per-Click (PPC) Advertising

Ad Spend: Payments for PPC campaigns typically include our management fee and the actual ad spend budget paid to third-party platforms (e.g., Google, Meta).

Management Fees: Our management fees are covered by the General Ongoing Service Terms (Part B, Section 2 above).
Ad Spend Budget: Ad spend committed to or already spent with third-party platforms is non-refundable by us, as these funds are paid directly to those platforms. We will make reasonable efforts to pause campaigns and prevent further ad spend upon receiving a cancellation notice for our management services, according to the notice period.

Set-up Fees: Any once-off fees for initial campaign setup are generally non-refundable once the setup work has been completed.
Cancellation: As per General Ongoing Service Terms (Part B, Section 2 above) for our management services.

2.3. Social Media Marketing (SMM)

Content Creation & Ad Management: May involve organic content creation, community management, and paid advertising.
Cancellation: As per General Ongoing Service Terms (Part B, Section 2 above). Ad spend for SMM campaigns follows the same principles as PPC ad spend.

2.4. Content Marketing (as an ongoing service)

Planning and Production: Involves strategy, creation, and distribution of content.
Cancellation: As per General Ongoing Service Terms (Part B, Section 2 above). Content produced and paid for up to the effective date of cancellation will be delivered.

2.5. Email Marketing (as an ongoing service or campaign basis)

Campaigns: For one-off campaign development, terms similar to Website Copywriting projects (Part B, Section 1.1) apply.
Ongoing Management: For ongoing email marketing management, the General Ongoing Service Terms (Part B, Section 2 above) apply.

3. Brand Development and Design

This category includes: Logo Design and Branding. These are typically project-based.

Project-Based Work: Terms similar to Website Services projects (Part B, Section 1) apply.
Deposits and Initial Payments: An initial deposit is typically required and is generally non-refundable if you change your mind after conceptual work or design mock-ups have commenced.
Revisions and Approval: The process involves presentation of concepts and a set number of revisions as per the agreed scope. Refunds are generally not provided based on subjective aesthetic preference once the design process has been engaged and revisions utilized, provided the designs align with the initial brief. Your ACL rights for major or minor failures still apply.
Intellectual Property: As per your sample terms, ownership of the final intellectual property (e.g., logo) typically passes to you once the account is paid in full. Cancellation prior to full payment may affect IP transfer.

4. Website Support and Enhancement

This category includes: Managed Hosting and Website Care Plans. These are typically ongoing monthly services.

4.1. Managed Hosting

Service Provision: Billed monthly or annually in advance.
Cancellation:

You may cancel your Managed Hosting service by providing us with thirty (30) days written notice.
Fees paid for the current billing period (e.g., month or year if prepaid annually) are non-refundable. Partial months are not refunded.
We will provide reasonable assistance for website migration if requested, which may be subject to a separate fee unless included in your plan.

Data: Upon cancellation, you are responsible for securing a backup of your website data. We typically retain data for a short period post-cancellation as a courtesy, after which it may be deleted.
ACL: Your ACL rights for major or minor service failures (Part A, Sections 3 & 4) apply.

4.2. Website Care Plans

Service Provision: These are monthly plans, billed in advance. The first instalment falls due as per your service agreement.
Payment Schedule: One-off items related to initial setup (if any) are payable on acceptance. The monthly plan is billed in advance.
Commencement: The ongoing plan typically begins as specified in your service agreement, often within a few business days of acceptance and any initial setup payment.
Cancellation:

The monthly plan can be cancelled at any time by either party giving thirty (30) days written notice to the other party.
Fees already paid for the current monthly billing period are non-refundable. Partial months are not refunded.

ACL: Your ACL rights for major or minor service failures (Part A, Sections 3 & 4) apply. For example, if we consistently fail to perform the agreed maintenance tasks leading to a major failure.
Inclusions: Monthly content assistance and other specific service level commitments (like support ticket response times) are as per your individual plan details. Unused portions of included monthly allowances (e.g., 45 minutes of content assistance) are typically not rolled over or refundable.

5. Business Automation

Nature of Service: Business Automation services are often highly customised and project-based, or may involve ongoing support for implemented solutions.
Bespoke Agreements: Due to the tailored nature of these services, specific refund and cancellation terms, including details on deposits, milestone payments, and any ongoing support components, will be clearly outlined in your individual service agreement or detailed proposal.
General Principles: The principles outlined in Part A of this policy regarding ACL rights and handling of major/minor failures will always apply.

All prices are in Australian dollars and generally exclude GST unless shown otherwise in quotes or invoices. Refund amounts will reflect the GST component if it was originally paid.

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