Refund & Cancellation Policy

Last updated: January 2025

Note: The following refund policy is placeholder content. Actual policy will be provided by our legal team and will replace this content before launch.

Our Commitment

We stand behind our work and want you to be completely satisfied with your website. This policy outlines our fair and transparent approach to refunds and cancellations.

Website Development Projects

Before Work Begins (Full Refund)

You may cancel your website project for a full refund within 48 hours of purchase if work has not yet commenced. This allows you to change your mind without penalty.

How to cancel: Email us at [email protected] with your order number within 48 hours.

After Work Has Started

Once we've begun development on your website project, refunds are calculated based on work completed:

  • Initial design phase: Up to 50% refund may be available
  • Development phase: Refund calculated based on remaining work
  • Final review phase: Limited refund availability

We assess each situation individually and will work with you to find a fair resolution.

Satisfaction Guarantee

If we fail to deliver your website within our promised timeframe (7 days for Starter/Professional packages), you may be entitled to:

  • Full refund if delay exceeds 14 days without valid reason
  • Partial refund for substantial delays (case-by-case basis)
  • Expedited completion at no additional cost

Hosting Subscription Cancellations

Our hosting add-on can be cancelled at any time with the following terms:

  • No cancellation fees: Cancel anytime without penalty
  • Service continues: Your hosting remains active until the end of your current billing cycle
  • No pro-rated refunds: We don't offer partial month refunds
  • Data retention: Your website files are available for download for 30 days after cancellation

Important: After hosting cancellation, your website will go offline. Make sure to arrange alternative hosting before your service expires.

Add-On Services

Branding Services

  • Refundable before design work begins
  • 50% refund if cancelled after initial concepts delivered
  • No refund after final files are delivered

Marketing Services

  • Refundable before setup begins
  • Partial refund based on services completed
  • Google Ads credits are non-refundable once applied

Refund Process

How to Request a Refund

  1. Contact us at [email protected]
  2. Include your order number and reason for refund request
  3. We'll review your request within 2 business days
  4. If approved, refunds are processed within 5-10 business days

Refund Method

Refunds are processed to your original payment method. Credit card refunds may take 3-5 business days to appear on your statement. Bank transfers may take up to 10 business days.

Exceptions

The following situations are not eligible for refunds:

  • Change of mind after website completion and delivery
  • Delays caused by customer not providing required content or feedback
  • Third-party service costs (domain registration, premium plugins, etc.)
  • Custom development work that has been completed to specifications
  • Requests made more than 30 days after project completion

Dispute Resolution

If you're not satisfied with our refund decision, we offer:

  • Free mediation through our senior management team
  • Independent review process for disputed cases
  • Escalation to Australian Consumer Law protections where applicable

Contact Us

For refund requests or questions about this policy:

Email: [email protected]
Phone: 1300 555 000
Response Time: We aim to respond within 1 business day

Policy Updates

This refund policy may be updated from time to time. Changes will be posted on this page and will apply to orders placed after the update date. For existing orders, the policy in effect at the time of purchase will apply.