Refund Policy

Summary

We stand behind our work. Services come with non-excludable guarantees under the Australian Consumer Law. Beyond those, our refund policy depends on what was purchased (project, retainer, subscription) and how far into delivery we are.

Australian Consumer Law

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel the contract and obtain a refund for the unused portion of the contract.

Project work

Projects are billed 50% on engagement and 50% on delivery unless otherwise agreed.

• Before work commences: deposits are fully refundable if you cancel within 7 days of payment and no work has been scheduled or delivered.
• During delivery: if you cancel mid-project, we invoice for work delivered or in progress up to the cancellation date. Any balance of the deposit is refunded.
• On delivery: the final 50% invoice is payable within the invoice terms. Refunds after delivery are governed by the Australian Consumer Law (see above).

Retainers and subscriptions

• Cancellation: retainers and subscriptions can be cancelled at the end of the current billing period with 14 days notice.
• No pro-rata refunds for the current month if you cancel mid-cycle — you retain Service access until the end of the paid period.
• Consumer Law refunds apply where a major failure occurs.

Duplicate or unauthorised charges

If you are charged twice for the same invoice, or charged for a service you did not authorise, we will refund the incorrect charge in full. Contact [email protected] within 60 days of the charge.

Chargebacks and disputes

If you have a concern about a charge, please contact us before raising a chargeback with your card issuer. Most issues can be resolved the same day. Chargebacks raised without prior contact may delay resolution and incur processing fees for which you may be liable if the chargeback is later determined to be invalid.

Refund process and timeline

• How to request: email [email protected] with the invoice number and reason for the refund.
• Acknowledgement: within 2 business days.
• Decision: within 10 business days of request.
• Refund method: returned to the original payment method where possible. If the original method is unavailable, by direct bank transfer.
• Bank clearance: card refunds typically clear within 5–10 business days depending on your bank.

GST on refunds

GST-inclusive invoices are refunded GST-inclusive. We adjust the refund's GST component on the relevant BAS period.

When we cannot refund

We are unable to refund:

• Third-party services you requested us to purchase on your behalf (domain registrations, stock imagery, paid fonts, plugin licences, hosting subscriptions) — these are refundable only if the third-party provider agrees.
• Work that has been delivered, approved, and used, except where a non-excludable Consumer Law guarantee applies.
• Fees for time already spent on cancelled or abandoned projects.

Contact

Email [email protected] — we aim to acknowledge within one business day.