Refund policy — fair
and in writing

The principle

Simple rule: you pay for work done. If we haven't done the work, you shouldn't pay for it. Every project is split into a deposit and a balance specifically so you're never paying for everything upfront. And nothing here limits your rights under Australian Consumer Law — if our service has a major failure, you're entitled to a remedy, full stop.

Project deposits

Deposits (typically 50%) reserve your build slot and cover the work of getting started — research, wireframes, setup. If you cancel before design work begins, we refund the deposit minus any costs already incurred. Once design work is underway, the deposit covers work completed and isn't refundable — but you're never billed for work not yet done.

After launch

Bug fixes in code we wrote are free for 30 days after launch — that's a warranty, not a refund situation. If a delivered project materially fails to match the agreed scope and we can't fix it, we'll refund a fair portion based on what's unusable. We've never had to test this clause, and we intend to keep it that way.

Maintenance plans

Plans are billed monthly in advance and can be cancelled anytime before the next billing period — cancellation takes effect at period end, so you get the full month you paid for. We don't refund partial months or unused change-request hours, but if we materially fail to deliver the service described, we'll make it right.

How to request

Email smartwebcrafting@gmail.com or call +61 2 8066 3819 with your name, project and what you're asking for. We'll respond within 5 business days. Approved refunds go back to the original payment method within 10 business days.

Our ask

If something's wrong, call us first. Most problems get fixed in one conversation — refunds exist for the rare case where they don't.