Refund Policy
Last updated: November 2026
Our aim is that you are happy with the work we do for you. This policy explains how refunds work for website projects, care plans and ads management. Nothing in it limits your rights under the Australian Consumer Law.
Change of mind
We do not offer refunds for a change of mind once work has started. Our services are custom-made for your business, and time spent planning, designing and building cannot be undone or resold.
Deposits
Your deposit pays for the work we do in the early part of the project: planning, design and build time, and the slot we reserve for you. Once work has started, deposits are not refundable — but we will always show you what has been done, and you keep the benefit of that work.
Our design guarantee
Love your design or we revise it free. We will keep refining your design at the design stage until you are happy with it, at no extra cost. If, after we have made genuine attempts together, you are still not happy before launch, talk to us — we will discuss your options, which can include refunding any amount you have paid for work we have not yet done.
Care plans
Care plans have a 6-month minimum term. After that, you can cancel with 30 days' written notice. Fees already paid for a period in which we provided services are not refunded, and part months are not refunded. If you cancel, your care-plan services (including hosting and support) end at the end of your notice period.
Ads management and ad spend
Ad spend is paid by you directly to Google or Meta, so we cannot refund it — refunds of that money are a matter for the platform. Our 15% management fee is not refunded for a month in which campaigns were already live and managed. If we have not started setting up your campaigns, the management fee for that month is refundable.
If we get it wrong
If we do not deliver what was quoted, or something we deliver is faulty, tell us and we will fix it at no cost to you. If we cannot fix it within a reasonable time, we will refund the amount you paid for the affected part of the work.
Your rights under the Australian Consumer Law
Nothing in this policy limits, excludes or modifies any right or remedy you have under the Australian Consumer Law. Our services come with consumer guarantees that cannot be excluded, including that services are provided with due care and skill, are fit for their purpose, and are delivered within a reasonable time. If we fail to meet those guarantees, you are entitled to a remedy — usually having the service redone, or a refund for the affected part.
How to ask for a refund
Email or call us with your invoice or project details and what has gone wrong. We will look into it and reply within 5 business days with our decision and the reasons for it.
Changes to this policy
We may update this policy from time to time. The version on this page is the current one, and the date it was last updated is shown at the top.