Refund policy

1. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law: they must be provided with due care and skill, be fit for the purpose you told us about, and be delivered within a reasonable time. If we fail a guarantee, you are entitled to a remedy, which may include a refund. Nothing on this page reduces those rights.

2. Before we start the build

If you cancel before you lock your content in the questionnaire, we refund your payment in full, including your first month of the care plan. Any domain already registered in your name stays yours; registration fees paid to the registry are not refundable, and we tell you that amount before you confirm.

3. Once the build is under way

Once you have locked your content and we have started building, the build price is refundable only where we have not delivered what we promised: [refund schedule during the build, lawyer review]. We will always show you your site before it goes live and make the changes from your rounds of changes.

4. The go-live guarantee

If your website is not ready to go live within 5 business days from content received, or your online shop within 10 business days from content received, for a reason that is ours, your first month of the care plan is free: we refund it, or credit it, whichever you prefer. The clock starts when you lock your content, counts business days in New South Wales, and pauses while we wait for something only you can supply.

5. The care plan

The care plan is billed monthly in advance. If you cancel, your site stays up until the end of the month you have paid for, and that month is not refunded. If you cancel during the minimum term, the exit fee in our terms applies: 50% of the care plan fees for the months of the minimum term remaining after the current month.

6. How to ask for a refund

Email [contact email] with your business name and what went wrong. We reply within a week. Refunds go back to the card or bank account you paid with, through Stripe, usually within 10 business days of our reply.

Clients in New Zealand

For New Zealand clients, refunds are paid in New Zealand dollars to the card you paid with.

Where the Consumer Guarantees Act 1993 applies (if you are not acquiring our services in trade), you have the remedies it gives for services, including those in section 32, as well as everything in this policy.