1. About This Policy
This Refund & Returns Policy applies to services supplied by Scriptlobby Australia Pty Ltd, ABN 56 685 473 965, trading as Scriptlobby Australia (“Scriptlobby Australia”, “we”, “us” or “our”). Our services may include: • website design and development; • eCommerce development; • software and application development; • branding and graphic design; • website hosting and maintenance; • search-engine optimisation; • digital advertising and marketing; • content and social-media services; and • related digital and professional services. This policy should be read together with the quotation, proposal, scope of work, service agreement or order confirmation provided for your project. Where there is an inconsistency, the signed service agreement or accepted proposal will apply, except where a term would exclude a right that cannot legally be excluded.
2. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded. Depending on the circumstances, a client may be entitled to: • correction or re-performance of services; • cancellation of the service; • a partial or full refund; or • compensation for reasonably foreseeable loss. The available remedy will depend on factors including whether the problem is minor or major, what services have already been properly supplied and whether the problem can be corrected within a reasonable time.
3. Digital Services and Returns
Scriptlobby Australia primarily supplies customised services and digital deliverables rather than physical products. As a result, physical returns generally do not apply. Digital deliverables may include: • website designs; • source code; • graphics; • logos; • documents; • marketing materials; • account configurations; • reports; and • other electronic files. Change-of-mind refunds are not automatically available after customised work has commenced or digital deliverables have been supplied. This does not affect any rights available under Australian Consumer Law.
4. Quotations, Deposits and Project Commencement
A project begins when one or more of the following occurs: • the client accepts a proposal or quotation; • a service agreement is signed; • a deposit or initial payment is received; • project resources are allocated; • research, consultation or discovery begins; • designs or content are prepared; • development or technical work begins; or • third-party products or services are purchased. Deposits may be used to cover: • project discovery and planning; • onboarding and administration; • research; • reserved production capacity; • design or development work; • technical setup; and • third-party costs. A deposit is not automatically refundable where the client changes their mind after work has commenced or costs have been incurred. If a project is cancelled, we will assess: • the work completed; • the time spent; • resources allocated; • reasonable setup and administration costs; • third-party commitments; and • any amount already paid. Any amount paid above the reasonable value of work performed and non-recoverable costs will be refunded, where applicable.
5. Change-of-Mind Cancellations
Clients are not automatically entitled to a refund because they: • change their mind; • no longer require the service; • choose another supplier; • experience an internal change in management, budget or strategy; • fail to obtain internal approval; • fail to provide required information or access; • do not use a completed service or deliverable; or • prefer a different creative direction that was not included in the agreed brief. We will nevertheless consider cancellation requests fairly and calculate any refund or outstanding amount based on work completed and costs incurred. Cancellation requests must be submitted in writing to info@scriptlobbyaustralia.com.au.
6. Cancellation Before Work Commences
Where a client cancels before substantive work has commenced, we may refund the amount paid after deducting: • work already performed; • reasonable onboarding or administration costs that were disclosed or agreed; • consultation or discovery already completed; • non-recoverable third-party charges; and • other reasonable costs incurred specifically for the project. Where no work has been performed and no costs have been incurred, we will generally refund the payment received.
7. Cancellation After Work Has Commenced
Where a client cancels after work has commenced: • the client must pay for work properly completed up to the cancellation date; • non-recoverable third-party costs remain payable; • we will provide deliverables corresponding to amounts properly paid, where reasonably practicable; • unfinished or unpaid work remains our property; and • any unused balance remaining after the final calculation will be refunded. If the completed work exceeds the amount already paid, we may issue a final invoice for the outstanding balance.
8. Initial Designs, Concepts and Approvals
Design services involve professional judgement and subjective preferences. We will prepare work according to the agreed brief, project scope and information supplied by the client. Unless a written proposal expressly includes a separate refund guarantee, Scriptlobby Australia does not offer an unconditional money-back guarantee. If an initial design does not reasonably reflect the agreed brief, the client should provide clear and consolidated feedback so that we can correct or revise the work within the included revision allowance. Approval of a design, wireframe, concept, layout, content item or development stage must be provided in writing, including by email or through an approved project-management system. After approval: • work may proceed to the next stage; • significant changes may be treated as additional scope; • additional fees or time may apply; and • previously approved work is not refundable solely because the client later changes their preference. Approval does not remove any rights relating to defects, failures or consumer guarantees that cannot legally be excluded.
9. Revisions and Changes in Scope
The number of included revisions will be stated in the proposal or scope of work. Unless otherwise agreed, a revision means a reasonable adjustment to work already presented. A revision does not include: • an entirely new concept; • a major change in business direction; • new pages, features or functionality; • replacement of previously approved work; • redevelopment caused by changed instructions; • additional integrations; • new content not included in the original scope; or • work required because information supplied by the client was incorrect or incomplete. Out-of-scope work will be quoted separately or billed at the agreed hourly rate. A disagreement about additional scope does not create an automatic entitlement to a refund for work already properly completed.
10. Client Delays and Inactive Projects
Clients must provide required information, content, feedback, access and approvals within reasonable timeframes. Where a client delay prevents progress, we may: • adjust the delivery schedule; • temporarily pause the project; • reallocate project resources; or • provide a revised completion date. If we receive no meaningful response for 30 days, we may place the project on hold. If a project remains inactive for 60 days or more, we may close or archive it after providing reasonable notice. Restarting an archived project may require: • payment of outstanding invoices; • an updated schedule; • a revised quotation; or • a reasonable reactivation fee where additional setup is required and the fee is disclosed before work restarts. Client delays do not automatically entitle the client to a refund for work already completed or resources already used.
11. When Scriptlobby Australia Cannot Deliver the Service
If we cancel a project or cannot provide a material part of the agreed service for reasons within our control, we will offer an appropriate remedy. Depending on the circumstances, this may include: • completing or correcting the service; • providing an alternative service with the client’s agreement; • supplying completed work; • reducing the price; or • refunding the portion paid for services not supplied. Amounts relating to work properly completed and accepted may be deducted from a refund where permitted by law.
12. Problems With Services
Clients should notify us as soon as reasonably possible if they believe a service: • does not match the agreed scope; • contains a defect or technical error; • has not been provided with appropriate care and skill; • is not fit for a disclosed purpose; or • has not been supplied within an agreed or reasonable time. We must be given a reasonable opportunity to assess and, where appropriate, correct a minor problem. Where a minor problem can be corrected within a reasonable time, we may choose to re-perform or correct the affected service rather than provide a refund. Where there is a major failure, the remedies available under Australian Consumer Law will apply.
13. Third-Party Products and Services
Projects may require third-party products or services, including: • domain registrations; • website hosting; • premium plugins; • software licences; • stock photographs; • fonts; • applications; • APIs; • advertising platforms; • payment gateways; • email services; and • subscription tools. Third-party purchases are subject to the provider’s terms and refund rules. Once a third-party product has been purchased, registered, activated or used for the client, the associated charge may not be refundable where the provider does not offer a refund. We will not retain an amount refunded to us by a third-party provider where that amount is properly due to the client.
14. Domain Names
Domain registrations and renewals are generally non-refundable after they have been processed because domain registries normally treat them as completed transactions. Clients are responsible for: • confirming the spelling of a domain name; • reviewing the registration period; • providing accurate registrant information; and • renewing the domain before expiry where renewal is not managed by us. This section does not exclude remedies required by law where we made an error in processing the domain registration.
15. Website Hosting and Maintenance
Hosting, maintenance and support services may be supplied monthly, annually or for another agreed billing period. For month-to-month services: • cancellation should be requested before the next renewal date; • services remain active until the end of the paid period unless otherwise agreed; and • payments already used to provide the current billing period are not automatically refundable for change of mind. For annual or prepaid plans: • any refund will depend on the agreement, services already supplied, committed costs and applicable law; • domain, licence, setup and third-party charges may be deducted where they are non-recoverable; and • the client remains responsible for exporting files, emails and data before service termination. We may suspend services for overdue invoices after providing reasonable notice.
16. SEO, Advertising and Marketing Services
Search-engine rankings, advertising performance, enquiries, sales and revenue are influenced by factors outside our control. Unless expressly stated in writing, we do not guarantee: • a particular search-engine position; • a specific number of enquiries or sales; • approval by Google, Meta or another platform; • uninterrupted advertising-account access; • a specific cost per click, lead or acquisition; or • a specific commercial outcome. Service fees cover strategy, research, setup, management, design, content and other work performed. Advertising spend paid to an advertising platform is generally non-refundable once charged or used by that platform. A lack of a particular result does not automatically entitle the client to a refund where the agreed services were properly performed. This does not affect rights relating to misleading representations, defective services or other failures covered by law.
17. Recurring Services and Renewals
Where a service renews automatically, the renewal arrangement will be disclosed in the proposal, invoice, order process or service agreement. Clients may request cancellation by emailing info@scriptlobbyaustralia.com.au before the next renewal date. Cancellation does not automatically reverse a renewal that has already been processed and used to continue services, licences, hosting or subscriptions. We will assess refund requests based on the timing of the request, services supplied, recoverable costs and applicable law.
18. Intellectual Property Following Cancellation or Refund
Ownership and licensing of project work are governed by the accepted proposal or service agreement. Unless otherwise agreed: • ownership of final approved deliverables transfers only after full payment; • third-party materials remain subject to their own licences; • unpaid concepts, drafts, source files and unfinished work remain our property; and • the client must not use work for which a full refund has been issued. Where a partial refund is issued, ownership or usage rights will apply only to deliverables that have been properly paid for.
19. Chargebacks and Payment Disputes
Clients should contact us before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue. Where a payment is disputed, we may temporarily pause affected services while the matter is investigated. We may provide the payment provider with relevant records, including: • accepted proposals; • invoices; • project communications; • approvals; • service records; and • evidence of delivered work. Nothing in this section prevents a client from exercising a lawful right to dispute a payment.
20. Requesting a Refund
Refund requests must be submitted in writing and include: • the client’s name and business name; • invoice or project reference; • the amount requested; • the reason for the request; • details of the affected service; and • the preferred resolution. Requests should be emailed to info@scriptlobbyaustralia.com.au. We may request additional information before making a decision. We aim to acknowledge refund requests within five business days and provide an outcome within a reasonable period.
21. How Approved Refunds Are Processed
Approved refunds will ordinarily be returned through the original payment method unless another method is agreed. We aim to initiate an approved refund within 10 business days. Banks, payment gateways and card providers may require additional processing time after the refund has been initiated. Refunds will be calculated in Australian dollars. We are not responsible for exchange-rate differences or international-bank charges outside our control.
22. Changes to This Policy
We may update this policy to reflect changes to our services, business practices or legal obligations. The version that applied when a project was accepted will generally continue to apply to that project unless: • the parties agree otherwise; or • a change is required by law.