Refunds and cancellations

This policy forms part of every quote you accept, so please read it before you pay. It covers cancelling because you change your mind. It does not limit your rights under the Australian Consumer Law: if our work has a problem, see “If something isn’t right” below.

When “work has started”

Work starts when we begin designing your website, which is after you’ve paid and sent us your content through your dashboard. We’ll message you in your dashboard on the day we start.

Cancelling before work starts

Cancel through your dashboard messages before we start and we’ll refund what you paid in full.

Cancelling after work starts, before your first preview

We’ll refund what you paid less a $100 cancellation fee. This covers the planning, setup and design time already spent on your project. If we’ve done less than $100 of work, we’ll only charge for the work done.

Cancelling after your first preview

Once we’ve sent your first preview, most of the design and build work is done, so change-of-mind refunds are no longer available. You can still use your included revision rounds to get the site right.

After you approve the final design or the site launches

Approving the final design in your dashboard confirms the work is complete. Change-of-mind refunds aren’t available after approval or launch.

If we don’t hear from you

If we’re waiting on you (for content, feedback or approval) and you don’t respond for 60 days after two reminders, we’ll close the project. Closing a project is treated as cancelling at the stage it has reached, under the rules above. You can reopen it within 6 months by asking us; we may need to reschedule it.

Changes to scope

Work you ask for that isn’t in your quote, such as extra pages, features or revision rounds, is quoted separately before we do it. Paid extras follow the same refund rules from the date you pay for them.

Third-party costs

Domains, hosting, email, booking tools and other subscriptions are paid directly to those providers and are covered by their own refund policies, not ours.

If something isn’t right

Our services come with guarantees under the Australian Consumer Law that can’t be excluded, including that we use due care and skill and deliver what your quote describes. Tell us through your dashboard messages. If the problem can be fixed, we’ll fix it promptly at no cost. If there’s a major failure, you can choose to cancel and get a refund, and the cancellation fee above doesn’t apply. Nothing in this policy limits those rights.

How refunds are paid

We confirm any refund amount in writing and pay it within 10 business days to your original payment method through Stripe. Your bank may take a few more days to show it.

Payment disputes

Please contact us before disputing a charge with your bank. Most issues can be sorted out quickly, and a dispute can freeze the funds and delay any refund for weeks.