Cancellation & Refund Policy

1. Cooling off, if we approached you

This is the strongest cancellation right you have, so it goes first.

If we contacted you first, by phone or in person, and you had not asked us to, the agreement is an unsolicited consumer agreement under the Australian Consumer Law. You then have 10 business days to cancel it for any reason, at no cost.

If we agreed the deal on the phone, the 10 days start on the business day after you receive the written agreement, not the day of the call.

If we agreed it face to face, they start on the business day after you agreed.

Business days do not count weekends or Queensland public holidays.

During that period we do no work and we take no money, deposit included. So there is nothing to refund and nothing to argue about.

To cancel, tell us. A call, a text or an email is enough. You do not have to give a reason.

If we broke either of those rules, your right to cancel can run for up to six months.

If you came to us, this section does not apply, and the sections below do.

2. Website build, the deposit

The deposit pays for the work at the front of a build: scoping, research, design and project setup.

If you change your mind after we have started that work, the deposit is not refunded. It has been spent on your job.

If you change your mind before we have started, tell us and we refund what we have not earned.

Work you have not paid for stays ours until the build is paid in full.

This section is about changing your mind. It does not touch section 1 above, or your rights in section 8 below.

3. Website build, after the final payment

If you have paid in full and cancel before the site goes live, we refund the part we have not yet earned. We show you the work that accounts for the rest.

Once the site is live there is no change-of-mind refund. If the problem is that the work is faulty, that is section 8, not this one.

4. Care plans: hosting, maintenance and missed-call rescue

These run month to month with no lock-in. To cancel:

• Give written notice at least 30 days before your next billing date. Your notice starts the day you send it
• The service runs to the end of the period you have paid for
• We do not refund part of a month, because your notice period already covers the time you paid for
• If you prepaid a year, we refund the whole months you have not started, worked out at the price you actually paid per month
• Hosting with us ends when the final paid period ends, so the site stops being served from our servers that day
• Your handover is free. You get the website files and source, your content and photos, your domain (already in your own name), and primary ownership of your Google Business Profile. That is the same whether you move to another provider or take it in-house
• Nothing is held back over an unpaid invoice. If you owe us money we chase it as a debt. We do not switch your business off to collect it

Copyright in the website we built for you was assigned to you on final payment, so you are free to host it anywhere. Tell us where you are moving it and we will help you move it.

5. Social media plans

These run month to month too. Give written notice at least 30 days before your next billing date, the service runs to the end of the paid period, and part-months are not refunded.

Within 7 days of your last paid day we send you the logins for every account we hold for you, at no charge. Your accounts always come back. The full detail is in the Social Media Terms (WG-SOC-001).

6. Handover, and what it costs

What	What you get	Fee
Website handover	Website files and source, your content and photos, your domain (registered in your own name), and primary ownership of your Google Business Profile. Included, as section 4 says.	Free
Social account logins	The login details for every social account and the dedicated email address we hold for you, sent within 7 days.	Free
Managed social handover	Optional extra work. We sign out of every platform and the email account, reset the passwords with you, and send written proof of each sign-out. Then we walk you or your new provider through it.	$299 one-off

The $299 buys work, never access. Declining it costs you nothing and your logins still come back within 7 days.

7. If we end it

We can end an ongoing service with the same 30 days' written notice you give us. The notice period is the same both ways.

If we end it, we refund anything you have paid for a period we will not deliver, and you get the same free handover as in section 4.

We can suspend or end sooner for a serious or repeated breach, such as an invoice unpaid after the written notice in section 4 of WG-TNC-001. We tell you why in writing first and give you a chance to fix it. We suspend, we never delete.

8. Your rights under the Australian Consumer Law

Nothing in this policy limits, excludes or changes a consumer guarantee under the Australian Consumer Law. Where the ACL applies, it wins.

Our services come with guarantees that they are supplied with due care and skill, are fit for the purpose you told us about, and are delivered in a reasonable time.

Minor problem. We fix it, free, within a reasonable time.

Major problem. You can cancel and get a refund for the part you have not used, or keep the service and be compensated for the drop in its value. The choice is yours.

You can also recover other reasonably foreseeable loss caused by the failure.

A refund goes back the way you paid. You never have to accept a credit note or a voucher instead of a refund the law gives you.

If we cannot sort it out between us, the Queensland Office of Fair Trading and QCAT are free to use, and you can contact the ACCC at any time.

9. How to cancel

Any of these works, and one is enough:

• Email: [email protected], with your business name and the service you are ending
• Phone or text: 0494 737 600
• Client portal: send us a message from your portal

Your notice starts the day you send it, not the day we reply. We confirm in writing so you have a record, and a slow reply from us never costs you a day of notice.

If you are cancelling inside the cooling-off period in section 1, telling us by any means is enough.

10. Coming back later

You are welcome back any time. Coming back means starting onboarding again and paying the setup or build fee at the price then current, under the terms current at that time.