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

If you cancel a build for convenience, we provide an itemised account of work completed and reasonable, authorised commitments that cannot be recovered. We refund the unearned balance, whether or not work has started. Charges do not duplicate amounts already paid or exceed the agreed build price. Your statutory cancellation and consumer remedies are unaffected.

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

Either party may end an ongoing service on 30 calendar days' notice. Notice starts when you send it; there is no extra billing-date cutoff. We confirm the end date and final account in writing. Charges cover service through that date. We refund prepaid service after that date, including unused parts of a month or annual prepayment, at the rate actually paid. Statutory cancellation and refund rights take precedence.

We arrange free handover of your website files, content and domain access. Your ownership and licences are set out in section 7 of our Terms. An unpaid invoice does not prevent handover.

5. Social media plans

Either party may end an ongoing service on 30 calendar days' notice. Notice starts when you send it; there is no extra billing-date cutoff. We confirm the end date and final account in writing. Charges cover service through that date. We refund prepaid service after that date, including unused parts of a month or annual prepayment, at the rate actually paid. Statutory cancellation and refund rights take precedence.

We restore or transfer account access within 7 days of your request, free. We agree the handover before service ends. See the Social Media Terms for any optional managed handover work.

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.

Contact us so we can try to resolve the problem. You may seek help from the Queensland Office of Fair Trading or apply to a tribunal or court with jurisdiction. QCAT filing fees may apply, with hardship relief available in some cases. Nothing here restricts statutory rights, urgent relief or applicable time limits.

9. How to cancel

Any of these works, and one is enough:

• Email: hello@webgecko.au, 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.