Refund Policy

1. Your consumer rights come first

Nothing in this policy limits your rights under the Australian Consumer Law. If a service has a major failure you may be entitled to a refund, and you may be entitled to compensation for reasonably foreseeable loss. This policy explains what we do in addition to those rights.

2. Hosting and recurring services

• New hosting plans: full refund of the first month's fee if requested within 14 days of activation and the service has not been used to host production traffic.
• Annual plans cancelled mid-term: pro-rata credit of unused whole months, less any setup or migration costs already incurred.
• Monthly plans: cancellation takes effect at the end of the current billing period; part months are not refunded.

3. Project and professional services

• Deposits are refundable in full if we have not yet commenced work or allocated resources.
• Once work has commenced, refunds are assessed against completed milestones; unearned amounts are refunded.
• Where a deliverable does not meet the agreed specification, our first remedy is rectification at no cost. If rectification fails, the fee for that deliverable is refunded.

4. Non-refundable items

• Domain registrations, renewals and transfers, which are non-reversible once lodged with the registry.
• Third-party software licences and SSL certificates already issued in your name.
• Metered usage already consumed, including bandwidth, compute, storage and call charges.
• Work completed and accepted, including consulting hours delivered.

5. How to request a refund

Email [email protected] with your account name, the invoice number and the reason for the request. We acknowledge requests within 2 business days and decide within 10 business days. Approved refunds are paid to the original payment method within 10 business days of approval.

6. Chargebacks

Please contact us before raising a chargeback. A disputed transaction escalated to your card issuer without prior contact may result in suspension of the affected services until the dispute is resolved.