Eligibility of services for refunds:
Services that can be refunded:
- Website Creation Services – Eligible with conditions
- Website Upgrade Services – Eligible with conditions
- Technical Support (IT) Services – Eligible with conditions
- Website Support Services – Eligible with conditions
- Custom Requests – Refund eligibility will depend on the request and project. Contact us if you have such a request.
Services that are not eligible for a refund:
- Site Management Services – Not eligible for a refund
- Graphic Design Services – Not eligible for a refund
- Logo and Branding Services – Not eligible for a refund
- Photo and Video FXs and Editing Services – Not eligible for a refund
- IT Training Services – Not eligible for a refund
- Google Boost (SEO) Services – Not eligible for a refund. Remember ranking boost results are not instantaneous.
- Copywriting Services – Not eligible for a refund
Why are some services not eligible for refunds?
Some services are not eligible as resources, labour, and preparation have been expended in order to provide you with those services, or the services are in a nature that is custom to your request and therefore not refundable. You are encouraged to check the accuracy of the information you provide to us and for certain services, you are given opportunities to review and alter the final product of the service you have purchased from us. These both enable you to shape the final product you desire and limit the possibility for dissatisfaction.
Technical Support (and Website Support) Services
Technical Support Services (including Website Support Services) are eligible for a 14-day refund if you are unsatisfied with the service. Note that refunds are only available for labour costs. Costs for products, subscriptions, and other items purchased on your behalf or as part of a technical or website remedy cannot be refunded if we are unable to recover our costs from the item(s). Refunds will not be issued if it is evident that you have caused issues to the work done for you – we can however offer to repair/fix it for you.
Example: You have a broken router and we purchase a replacement router and spent an hour installing it and connecting all your devices. If you wanted a refund, you would receive a refund for the 1 hour of work, but not for the cost of the purchase of the router (unless we can return it and receive a refund to return these costs to you).
Website Creation and Website Upgrade Services
Website Creation and Website Upgrade Services are eligible for a refund for the hosting of the service at any time. Incomplete websites, such as websites still in the design and planning stages can be refunded if they have not reached the setup stage. Note that refunds are only available for unused portions of your services. Costs for products, subscriptions, consumed hosting periods, and other items purchased on your behalf cannot be refunded if we are unable to recover our costs from the item(s).
Example 1 – Website hosting: We designed your website, purchased a holiday booking system, and set it up for you, and your website was hosted with us for 30 days as a finished product. You prepaid for website hosting services for 90 days. If you wanted a refund, you would receive a refund for the unused portion of the website hosting service (so 60 days that were left), but not for the cost of the purchase of the holiday booking system (unless we can return it and receive a refund to return these costs to you), nor for the time spent setting up the system or designing and creating your website.
Example 2 – New website design / website redesign: We designed you a new website, and we are currently working with you to finalise the design and move to the website setup stage. You have requested changes but the design still isn’t to your liking, or you have designed against proceeding with your website setup and future stages. Your website at this stage is simply a design on paper (or in digital format like a picture). You prepaid for website design and website hosting services for 60 days. If you wanted a refund, you would receive a refund for the unused portion of the website hosting service (so all 60 days as the website did not reach the setup stage), and for the current work done designing your website. Why? Your website is only at the design stage, and this is easier for us to refund for you.
More details for specific services for refunds
As each project we undertake varies in nature, you can get in contact with us to discuss a refund for your project. Please note that not all services, nor all parts of a service can be refunded. See below for our contact details.
This document was last updated on March 23rd, 2021