Return and Refund Policy

Effective date: 1 January 2026

SiteCraft Digital Pty Ltd (ABN 47 583 201 946) values fair and transparent business relationships. This policy outlines the circumstances under which refunds may be issued for services purchased through sitecraft.help.

Nature of Services

Our services — including web design, development, search engine optimisation, and digital marketing — are professional services delivered over an agreed timeframe. Because digital services involve significant time, labour, and intellectual effort from the commencement of a project, our refund terms are structured to reflect the work already undertaken.

Deposits and Milestone Payments

Most projects require an upfront deposit before work begins, typically between 30% and 50% of the total project value. This deposit secures your place in our production schedule and covers initial discovery, strategy, and planning work. Deposits are non-refundable once the discovery phase has commenced.

Subsequent milestone payments correspond to specific phases of the project. Each milestone payment becomes non-refundable once the deliverables for that milestone have been presented for review.

Refund Eligibility

If you wish to cancel a project before any work has begun, you are entitled to a full refund of any amounts paid, less any administrative fees outlined in your agreement.

If you cancel after work has commenced, a partial refund may be issued at our discretion, calculated based on the proportion of work completed at the time of cancellation. We will provide a written breakdown of completed work and the associated costs.

Ongoing Services

Monthly retainer services such as SEO management and digital marketing are billed in advance and are non-refundable for the current billing period. You may cancel future months by providing at least fourteen days' written notice before the next billing date.

Disputes and Resolution

If you are dissatisfied with any deliverable, we ask that you raise your concerns within seven business days of delivery so that we can address them promptly. We offer reasonable rounds of revision as specified in your project agreement to ensure the final output meets your expectations.

If a resolution cannot be reached through our standard revision process, both parties agree to engage in good-faith mediation before pursuing any formal dispute resolution.

Consumer Guarantees

Nothing in this policy is intended to limit your rights under the Australian Consumer Law. Services come with guarantees that cannot be excluded, including the guarantee that services will be delivered with due care and skill and will be reasonably fit for a specified purpose.

How to Request a Refund

To discuss a refund or cancellation, please contact us at [email protected] or call (02) 8318 4057. Include your project reference number and a description of the reason for your request. We aim to respond within two business days.