2. Scope of This Policy
This Policy applies to all current and future services offered by the Company, including website strategy and consultation; premium website design; UI/UX design; website development; website redesign; landing pages; e-commerce websites; custom software and digital solutions; website hosting; domain-related services; email services; SSL certificates; website maintenance; technical support; search-engine optimisation; analytics implementation; WhatsApp integrations; chatbot and automation services; payment-gateway integrations; API and third-party integrations; content implementation; digital marketing services; branding and creative services; subscription or retainer services; cloud or infrastructure services; and any other digital, technology, design, consulting, marketing or professional service offered by the Company.
The Policy applies whether the service is purchased through the Company's website, email, WhatsApp, quotation, invoice, proposal, payment link, sales representative, authorised partner or any other approved channel.
3. Core Non-Refundable Payment Rule
All payments made to the Company are final and non-refundable once the Company has accepted the project or undertaken any action connected with the applicable order.
Payments shall become non-refundable upon the occurrence of the earliest of the following: the project or order is confirmed; a project slot is reserved; resources or personnel are allocated; the project is entered into the Company's production schedule; internal planning or preparation begins; any stage or milestone is commenced; a service or account is activated; a third-party commitment or purchase is made; access to any service or deliverable is provided; a renewal is processed; or any other Client-specific activity is undertaken.
The fact that an activity has not yet been shown or delivered to the Client does not mean that work, preparation, allocation or commitment has not commenced.
4. No Voluntary Cooling-Off Period
The Company does not provide any voluntary cooling-off, trial, reconsideration or change-of-mind period after confirmation of an order or project.
The Client is responsible for reviewing the relevant scope, pricing, package, proposal, quotation, timeline and commercial terms before making payment or authorising commencement.
5. Advance, Booking and Retainer Payments
Any amount described as an advance, booking payment, confirmation payment, initial payment, retainer, onboarding fee, setup fee or reservation fee constitutes consideration for, among other things, reserving Company capacity; blocking the project schedule; allocating personnel; conducting internal preparation; commencing preliminary work; setting up project resources; managing the Client engagement; and foregoing or rescheduling other commercial opportunities.
Such amounts are not merely deposits held pending final delivery. They become non-refundable when the order is accepted or resources are reserved.
The Client's subsequent delay, postponement, inactivity or cancellation does not reverse the reservation or allocation already made by the Company.
6. Project Confirmation
A project shall be considered confirmed when any one or more of the following occurs: the Client accepts a quotation or proposal; the Client makes full or partial payment; the Client provides written approval; the Client gives instructions to proceed; the Client submits project information; the Client provides content or credentials; the Client attends a project commencement meeting; the Client approves a scope, design direction or timeline; the Company issues a project confirmation; or the Company allocates resources or begins project-related activity.
Confirmation may occur through email, WhatsApp, electronic acceptance, signed documentation, payment confirmation or any other recorded communication.
7. Commencement of Work
Work shall be considered commenced when the Company undertakes any activity connected with the Client's project, including resource allocation; project registration; scheduling; internal discussions; meetings; requirement analysis; research; competitor analysis; strategy development; sitemap planning; information architecture; wireframing; content planning; UI/UX planning; design exploration; graphic preparation; development preparation; repository creation; coding; testing setup; server preparation; hosting configuration; domain configuration; database preparation; integration planning; software procurement; licence procurement; project management; technical consultation; or any other Client-specific preparation or performance.
A visible design, page, code file or completed deliverable is not required for work to be treated as commenced.
8. Client-Initiated Cancellation
The Client may submit a written request asking the Company to discontinue further work.
A Client-initiated cancellation shall not create an entitlement to any refund, repayment, credit or proportionate adjustment of amounts already paid.
Cancellation does not retrospectively reverse project confirmation; capacity reservation; resource allocation; work performed; work commenced; internal preparation; completed or commenced milestones; services activated; third-party commitments; costs incurred; or time already reserved or utilised.
A cancellation request becomes administratively effective only after it is received and acknowledged through an authorised Company communication channel.
The Company may invoice the Client for additional work performed, approved changes, third-party expenses or other valid amounts incurred beyond the payments already received.
9. Outstanding Amounts After Cancellation
Cancellation, postponement, suspension, inactivity or abandonment shall not eliminate any payment obligation relating to work already performed; work already commenced; commenced milestones; completed milestones; approved work; additional work; change requests; third-party expenses; hosting; domains; licences; infrastructure; renewals; maintenance; support; or other valid amounts due under the applicable agreement.
The Company's decision to discontinue future work shall not be treated as a waiver of outstanding invoices or accrued payment obligations.
10. Milestone and Stage Payments
Each project stage or milestone constitutes a separate commitment of Company time, personnel and production capacity.
Once a milestone or stage has commenced, the corresponding milestone or stage payment becomes non-refundable.
This applies to milestones involving strategy and planning; research; wireframing; UI/UX design; website design; frontend development; backend development; database work; integrations; content implementation; testing; optimisation; deployment; launch; maintenance; and support.
Payment of the next milestone, instructions to proceed, approval of the current stage or use of the applicable deliverable may be treated as acceptance of the preceding milestone.
11. Change of Mind and Internal Client Circumstances
No refund shall be provided merely because the Client changes their mind; changes business plans; changes management or ownership; changes their company or brand name; changes their business model; changes their target market; changes their marketing strategy; decides not to launch the project; decides not to use the deliverable; selects another service provider; receives a lower quotation elsewhere; experiences a budget shortage; experiences a change in cash flow; postpones business operations; suspends business operations; closes or restructures the business; no longer requires the purchased service; experiences a disagreement among owners, partners, directors or employees; did not obtain an internal approval before making payment; or is unable to provide the required information or materials.
These circumstances remain the Client's business and commercial responsibility.
12. Design Services
Design fees become non-refundable when the relevant design activity begins.
This applies to design research; mood boards; design concepts; wireframes; user flows; website layouts; UI elements; UX structures; responsive designs; visual systems; custom graphics; animation planning; alternative design directions; and revisions.
The Client's subsequent change in taste, preference, opinion, management or brand direction does not invalidate design work already performed.
Rejected, unused or alternative concepts remain Company property unless expressly transferred under a separate written agreement.
13. Development Services
Development charges become non-refundable when the relevant development activity begins.
This includes development relating to website pages; frontend code; backend code; responsive functionality; animations; forms; lead systems; databases; dashboards; content-management systems; payment integrations; WhatsApp integrations; analytics; APIs; search optimisation; hosting; deployment; technical infrastructure; security; performance optimisation; testing; and custom functionality.
The Company is not required to complete an entire website or development phase before the corresponding commenced work becomes chargeable.
14. Client Approvals
An approval may be provided through email, WhatsApp, electronic communication, project-management software, meeting confirmation, payment of a subsequent milestone, instructions to continue, publication, use or any other recorded action demonstrating acceptance.
Once the Client approves a design, page, layout, feature, milestone, content item, functionality, prototype or deliverable, the relevant work shall be considered accepted.
Requests to reopen, replace or materially alter approved work may be treated as additional work and separately charged.
Approval cannot be withdrawn merely because the Client's preferences later change.
15. Revisions
The Client shall be entitled only to the number and type of revisions expressly included in the applicable package, proposal, quotation or Statement of Work.
Unused revisions have no cash value and cannot be exchanged for refunds; credits; additional pages; new features; hosting; maintenance; or other services.
Additional revisions may be charged separately.
The exhaustion of the included revision entitlement does not create a right to cancel the project or recover amounts already paid.
A substantial change in design direction after approval may be treated as a new scope rather than a revision.
16. Scope Changes
The agreed scope shall be determined from the applicable quotation, proposal, invoice, Statement of Work, written communication and approved requirements.
Any request beyond the agreed scope may require additional fees; revised project estimates; revised timelines; additional resources; additional third-party costs; a separate quotation or Statement of Work.
A change in the Client's requirements does not cancel the original scope or affect the non-refundable status of amounts already paid.
The Client's decision not to purchase additional requested functionality does not constitute cancellation of the original project.
17. Project Postponement
A request to postpone, defer or temporarily pause a project shall not be treated as cancellation of the original commercial commitment.
The Company may reassign the project team and reschedule the project according to current production capacity.
The Company is not obligated to preserve the original delivery date; resource allocation; personnel allocation; technical assumptions; vendor pricing; third-party pricing; commercial pricing; or project priority.
Restarting a postponed project may require revised pricing, updated scope, additional payments or a reactivation charge.
18. Client Responsibilities and Delays
The Client is responsible for providing all materials, information, access, approvals and payments required for the project.
This may include text and content; images and videos; logos and brand assets; product and service information; pricing; business information; contact information; legal notices; credentials; domain access; hosting access; API access; payment-gateway access; feedback; approvals; and required documentation.
A delay caused wholly or partly by the Client shall not constitute grounds for cancellation, compensation or refund.
Client-caused delays shall automatically extend the Company's delivery schedule.
The Company may reallocate resources and reschedule the project without liability where the Client does not meet a required dependency or deadline.
19. Project Inactivity
Unless different periods are specified in the applicable proposal or agreement, the Company may place a project on hold where the Client fails to provide a required response, material, approval, payment or access for 15 consecutive calendar days.
Placing a project on hold does not pause payment obligations; restore previously used timelines; create a refund entitlement; require the Company to retain the original team allocation; or require the Company to reserve the original production slot indefinitely.
20. Project Abandonment
Where Client inactivity continues for 30 consecutive calendar days, the Company may classify the project as inactive, dormant or abandoned.
Upon abandonment, amounts already paid remain non-refundable; amounts due for completed or commenced work remain payable; the original schedule and resource allocation cease to apply; the Company may archive the project; the Company may reassign personnel and capacity; any third-party service may expire or require repurchase; and reactivation shall be subject to Company approval.
The Company is not obligated to retain dormant project files, temporary environments, development instances, backups or third-party resources indefinitely.
21. Project Reactivation
The Company may accept or decline a request to reactivate an inactive, postponed or abandoned project.
Reactivation may be conditional upon payment of all outstanding invoices; payment of a reactivation charge; acceptance of revised pricing; acceptance of a revised timeline; acceptance of a revised scope; repurchase of expired licences; renewal of hosting or domains; payment of additional vendor costs; and availability of suitable Company resources.
The Company does not guarantee continuation under the original pricing, schedule, technology, personnel or commercial terms.
22. Project Delivery
A project, milestone or deliverable may be considered delivered when the Company provides a staging link; provides a preview link; makes the deliverable available online; deploys the website; publishes the website; uploads files; provides access credentials; transfers files; makes the deliverable available for review; installs the deliverable on the applicable infrastructure; or otherwise makes the agreed work reasonably accessible to the Client.
The Client's decision not to open, access, review, publish or use an available deliverable does not reverse delivery.
Digital work cannot be physically returned after it has been shared, accessed, deployed, transferred, downloaded or made available.
23. Deemed Acceptance
A deliverable shall be considered accepted when the Client approves it; uses it; publishes it; authorises publication; requests the next stage; makes the next milestone payment; provides instructions based on that deliverable; requests changes rather than rejecting the agreed scope; or allows an applicable review period communicated by the Company to expire.
Minor visual, technical or behavioural differences that do not materially prevent the agreed primary purpose of the deliverable shall not justify rejection of the entire project or cancellation of the payment obligation.
24. Third-Party Products and Services
All amounts incurred or committed for third-party products and services are non-refundable where the corresponding provider does not permit cancellation or recovery.
Third-party items may include domain registrations and renewals; website hosting; cloud infrastructure; SSL certificates; premium themes; premium plugins; fonts; images; videos; stock assets; APIs; software licences; SaaS subscriptions; email services; messaging services; WhatsApp services; AI services; payment services; database services; security services; CDN services; external contractors; and other vendor products and services.
The Company is not required to absorb or personally refund a third-party cost incurred or committed for the Client.
Third-party services remain governed by the relevant provider's availability, technical rules, licensing conditions and service terms.
25. Domain Services
Domain registration, transfer and renewal charges become non-refundable once the applicable request has been submitted to or processed by the registrar or registry.
The Company does not guarantee that a requested domain will remain available until registration has been successfully completed.
The Client remains responsible for timely payment of domain-renewal charges.
The Company shall not be responsible for expiry, suspension, redemption charges or loss resulting from the Client's non-payment, delayed instructions, incorrect information or failure to maintain valid contact details.
Domain transfer or access may be withheld until all applicable Company invoices have been paid.
26. Hosting, SSL and Email Services
Hosting, SSL, server, cloud and email charges become non-refundable when the applicable infrastructure, service period or resource has been provisioned; activated; purchased; reserved; configured; renewed; or committed.
Failure by the Client to utilise the available service does not create any cash value or refund entitlement.
Unused hosting or service time is not refundable or transferable unless expressly stated in the relevant package.
27. Maintenance and Support
Maintenance and support fees cover the Company's availability, capacity, administration and services during the applicable service period.
The Client's failure to request or utilise every available maintenance or support benefit does not convert unused capacity into a refund, credit or cash value.
Unused maintenance time, support time, update entitlement or service capacity shall expire at the end of the applicable period unless rollover is expressly included in the relevant package.
28. Annual Plans and Retainers
Amounts paid for an annual plan, monthly retainer, service period or recurring arrangement are non-refundable after the applicable period has commenced or resources have been reserved.
Cancellation shall not create a proportionate refund for an active period.
The Client's temporary non-use of services does not suspend, extend or reduce the applicable service period.
Where recurring payments have been authorised, the Client remains responsible for providing cancellation instructions before the next renewal is processed.
29. Multi-Year and Bundled Packages
Multi-year and bundled packages are offered as integrated commercial arrangements and may include preferential pricing based on the full package duration.
The total package price is not automatically divisible by year; month; service component; feature; support period; hosting period; or maintenance period.
Early discontinuation by the Client does not create an entitlement to a proportionate or unused-period refund.
Where a discount was granted in consideration of the full package commitment, the Company may withdraw any unapplied discount and recalculate services already provided at the applicable standard rate.
30. Renewals
A renewal payment becomes non-refundable when the applicable renewal is processed; activated; reserved; committed; results in continued resource allocation; results in a third-party renewal; or extends the relevant service term.
The Client is responsible for reviewing the applicable renewal date and providing any instruction before the renewal is processed.
Non-use after renewal does not create a refund entitlement.
31. Discounts, Offers and Special Pricing
Discounts, promotional pricing, negotiated pricing, partner pricing, bundled pricing, festival offers and special commercial arrangements are conditional benefits.
Such benefits do not create any separate cash value.
The Client may not demand the cash equivalent of a discount; a promotional benefit; an included feature; a bundled component; a waived fee; a free service; or a complimentary period.
Cancellation does not convert a discount or promotional benefit into refundable money.
32. Complimentary Services
Any service expressly described as free, included, complimentary or bonus carries no independent refund value.
This may include complimentary hosting; maintenance; support; SEO setup; pages; integrations; content implementation; features; consultation; technical assistance; and updates.
Complimentary services cannot be exchanged for cash, credits or unrelated services.
33. No Guarantee of Commercial Results
The Company provides professional digital and technology services but does not guarantee any specific commercial result unless expressly stated in a separate written agreement signed by the Company.
No refund shall arise solely because the Client does not obtain a desired number of leads; number of enquiries; number of customers; revenue level; profit level; sales volume; conversion rate; return on investment; website traffic; brand-recognition level; or business growth rate.
The Client remains responsible for its business model, products, pricing, sales process, customer service, marketing expenditure and commercial decisions.
34. Search-Engine and SEO Results
Search visibility and rankings are influenced by search engines, competition, content, website history, domain authority, algorithm changes and numerous external factors.
The Company does not guarantee a particular Google ranking; keyword position; traffic level; indexing date; lead quantity; search result; or search-engine response.
The absence of a desired SEO or search result does not create grounds for refund where the agreed work has been performed.
35. Third-Party Platform Changes
The Company shall not be responsible for interruptions, restrictions, removals, policy changes or technical changes caused by external service providers.
This includes changes involving search engines; social platforms; WhatsApp; payment gateways; domain registrars; hosting providers; cloud providers; APIs; plugins; themes; browsers; AI platforms; email providers; and other third-party technology.
Additional work required because of a subsequent third-party change may be separately charged.
A third-party change does not automatically create an entitlement to cancel the entire project or recover payments already made.
36. Browser, Device and Operating-System Differences
Websites and digital deliverables may display or behave differently across devices, browsers, screen sizes, operating systems, display technologies and software versions.
Minor differences in typography, spacing, positioning, animation, colour rendering, layout or behaviour that do not materially prevent the agreed primary functionality shall not constitute grounds for refund.
Support for outdated, unsupported or unusual environments is not included unless expressly stated in the applicable scope.
37. Client-Supplied Information and Materials
The Client is responsible for the accuracy, legality, completeness and quality of all materials and instructions supplied to the Company.
No refund shall arise from a problem caused by incorrect Client information; incomplete Client information; low-quality images or videos; incorrect pricing; incorrect contact details; incorrect legal wording; copyright-infringing materials; unauthorised trademarks; misleading claims; Client-provided code; Client-selected technology; incorrect credentials; or delayed Client approvals.
Corrections, replacements or redevelopment required because of Client-supplied materials may be separately charged.
38. External Modifications
The Company shall not be responsible for defects, downtime, data loss, malfunction or incompatibility caused after the Client or another third party modifies website files; source code; databases; plugins; themes; DNS records; hosting settings; server settings; integrations; credentials; security settings; or content-management settings.
Such external modification does not create a refund entitlement.
Any investigation, restoration or corrective work may be separately charged.
39. Suspension of Services
The Company may suspend work, access, hosting, maintenance, support, deployment or delivery where payment is overdue; required information is unavailable; required approvals are outstanding; the Client materially breaches applicable terms; the Client provides unlawful instructions; the Client creates a security risk; the Client misuses Company systems; continued work becomes technically or commercially impracticable; or the Client engages in abusive, threatening or obstructive conduct.
Suspension under these circumstances does not create a refund entitlement.
The original timeline and resource allocation shall cease to apply during suspension.
40. Termination by the Company
The Company may terminate or discontinue a project or service where reasonably necessary because of non-payment; material breach; fraudulent or misleading information; unlawful activity; intellectual-property concerns; security concerns; misuse of services; repeated non-cooperation; project abandonment; abusive conduct; technical impossibility; or circumstances materially preventing continued performance.
Amounts relating to work performed, work commenced, resources allocated, capacity reserved, services activated and costs committed shall remain non-refundable.
Termination does not eliminate outstanding payment obligations.
41. Force Majeure
The Company shall not be responsible for delay, interruption or inability to perform caused by circumstances beyond its reasonable control.
Such circumstances may include natural disasters; war; civil disturbance; government action; legal or regulatory restrictions; internet outages; telecommunications failures; data-centre failures; cloud-service failures; cyber incidents; power failures; labour disruption; widespread illness; third-party infrastructure failure; and other events beyond reasonable Company control.
Applicable timelines may be extended without creating a refund entitlement.
42. Intellectual Property and Handover
Ownership or licensing of final Client-specific deliverables shall be governed by the applicable agreement and shall remain conditional upon receipt of all amounts due.
Until full and final payment is received, the Company may withhold source code; editable files; design files; repositories; development files; credentials; administrative access; domain transfer; hosting transfer; deployment; and final deliverables.
Cancellation does not transfer ownership of unpaid work.
The Client shall not use, reproduce, publish, distribute or provide unpaid concepts, drafts, designs, code or deliverables to another service provider.
43. Company Tools and Reusable Components
Unless expressly agreed otherwise, the Company retains ownership of its pre-existing and reusable methods; processes; frameworks; libraries; components; templates; know-how; development techniques; internal tools; generic code; and design systems.
Payment for a Client project does not transfer ownership of the Company's general tools, systems or reusable intellectual property.
44. Taxes, GST and Transaction Costs
Applicable GST and other taxes shall be charged according to prevailing law and the relevant invoice.
Any adjustment to tax documentation shall be determined and processed in accordance with applicable tax requirements.
Non-recoverable bank, payment-gateway, foreign-exchange, remittance, transaction, vendor or processing charges shall not be refundable.
The Client shall not deduct, withhold, set off or adjust amounts payable to the Company except where expressly required by applicable law.
45. No Oral Modification
No oral representation, informal statement, sales conversation, message or unauthorised assurance shall modify this Policy.
No employee, contractor, partner, sales representative, affiliate or intermediary may waive or vary this Policy unless duly authorised by the Company.
Any valid variation must be contained in a specific written agreement approved and signed by an authorised director of the Company.
46. No Waiver
A delay or failure by the Company to exercise any contractual right shall not constitute a waiver of that right.
A concession made in one matter shall not establish a precedent; modify this Policy generally; apply to another project; create a continuing entitlement; or waive any other Company right.
47. Project-Specific Agreements
A proposal, quotation, Statement of Work, service agreement or other project-specific document may contain additional payment, cancellation or non-refund terms.
Such documents shall be read together with this Policy.
Where a duly signed project-specific agreement contains a more specific provision governing the same subject, the specific provision shall apply to that project.
48. Policy Updates
The Company may update this Policy for future transactions to reflect changes in its services, technology, business practices, commercial arrangements or applicable requirements.
The version accepted in connection with the relevant transaction shall apply unless a subsequent written agreement expressly provides otherwise.
49. Severability and Maximum Enforceability
If any provision of this Policy is determined to be invalid or unenforceable, that provision shall be interpreted, modified or limited only to the minimum extent necessary.
The remaining provisions shall continue in full force and effect.
Every provision shall apply to the maximum extent permitted by applicable law.
50. Governing Documents
This Policy shall be read together with the Company's Terms and Conditions; applicable quotation or proposal; Statement of Work; invoice; service agreement; Privacy Policy; Disclaimer; and other applicable Company policies.
51. Legal Savings
Nothing in this Policy shall exclude or restrict any obligation that cannot lawfully be excluded or restricted. Subject to the preceding sentence, all provisions of this Policy shall apply to the maximum extent permitted by applicable law.