Refund and cooling off policy

Your 3 day money back guarantee

You may cancel and receive a full refund of the once off website fee for any reason, or no reason, if you tell us within 3 calendar days of your payment being taken.

You do not have to justify the decision, complete a form, or take a call. One email saying you want to cancel is enough.

How the 3 days are counted

• The clock starts at the date and time Stripe records your payment as successful. That timestamp is on your Stripe receipt.
• It runs for 3 calendar days, not business days. Weekends and public holidays count.
• Times are Australian Eastern time.
• What matters is when your request reaches us, not when we reply. An email sent inside the window is inside the window even if we answer the next morning.

Why 3 days and not longer

It is the window in which we can undo the purchase cleanly at our own suppliers. auDA, the .au regulator, gives a three calendar day cooling off period on Australian domain licences, during which the registry refunds the licence fee. Matching our window to theirs means a cancellation inside it costs nobody anything, so we can offer the refund with no conditions attached.

What you get back

The full once off fee shown on the listing you bought. Not a credit, not a voucher, and with no administration fee, restocking fee or processing fee deducted. We wear the payment processing cost, not you.

Refunds are issued through Stripe to the card you paid with. We process them within two business days of your request. How quickly the money appears on your statement after that is up to your bank, and is normally three to five business days.

The only circumstance where an amount is deducted

If, at your request, we registered a new domain specifically for you rather than supplying one already listed, and the registry's own cooling off period for that domain has already passed, the domain registration fee is not recoverable by us and is deducted from your refund. In that case the domain still belongs to you: we transfer it to you or to any registrar you nominate, at no charge, and you keep the remaining licence period.

This does not apply to the domains attached to listings on our home page. Those are registered by us in advance and go back into stock, so a cancellation inside the window is refunded in full with nothing withheld.

What happens to the website and the domain

• The website is taken offline and any copy created for you is deleted.
• Any mailbox or email forwarding set up on the domain is removed.
• If the domain was already ours, it returns to our stock and may be relisted.
• If the domain was registered in your name, it stays yours, and we transfer it to you on request at no charge.
• You are not billed any hosting fee, and any hosting already charged is refunded.

After the 3 days

Outside the window we do not give refunds for change of mind, for finding it cheaper elsewhere, or for deciding you no longer need a website. Australian law does not require us to, and we are telling you plainly rather than burying it.

The reason we can take that position is that nothing is hidden from you before you pay. Every listing links to the complete, working website. You can read every page, click every button and test the enquiry form without spending anything. What you see is exactly what is delivered.

This does not affect section 6. If something is wrong with what we delivered, you have rights that do not expire after 3 days.

Hosting and ongoing fees

Hosting is billed in advance and is separate from the once off fee. You can cancel hosting at any time and there is no lock in contract.

• When you cancel, the site stays online until the end of the period you have already paid for.
• We do not pro rata part months or part years, and we do not charge you again after you cancel.
• If you cancel the whole purchase inside the 3 day window, any hosting charged is refunded in full as well.
• If we have an outage that is our fault and it is material, tell us and we credit the affected time to your account.

Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies the consumer guarantees in the Australian Consumer Law. Those guarantees cannot be excluded by us, by this page, or by anything written in our terms. They apply in addition to the 3 day guarantee above, and they do not expire when it does.

Our services come with guarantees that they will be supplied with due care and skill, be reasonably fit for the purpose we described, and be supplied within a reasonable time.

• If there is a major failure you can cancel the service and obtain a refund for the unused portion, or keep the service and seek compensation for the difference between what you received and what you paid for. A major failure includes a service that cannot do what we said it would, that you would not have bought had you known about the problem, or that cannot be put right within a reasonable time.
• If the failure is not major we will fix the problem within a reasonable time at no cost to you. If we do not, you can cancel and obtain a refund.

You may also be entitled to compensation for any other reasonably foreseeable loss or damage caused by a failure of a consumer guarantee.

If we cannot deliver

If we take your payment and then cannot supply the website, for example the domain turns out to be unavailable and you do not want an alternative, you receive a full refund regardless of how much time has passed. That is not a goodwill gesture, it is what the law requires and what we would do anyway.

Work quoted separately

Additional work you ask for and approve separately, such as extra pages, online bookings or online payments, is not covered by the 3 day guarantee. It is refundable only for the portion we have not started. Once work has begun it is billed for the time spent. Your Australian Consumer Law rights still apply to that work.

Please talk to us before a chargeback

If something has gone wrong, email us first. We would rather refund you in two days than argue with a bank for two months, and a chargeback raised without contacting us can delay your refund considerably. This request does not affect your legal rights, including your right to dispute a transaction with your card issuer.

How to claim

Email hello@websiteasap.com.au with the domain or listing name and the email address you used at checkout. That is all we need. We acknowledge every request within 1 business day and process approved refunds within two business days.

If you are not satisfied with how we handle a claim, you can contact the ACCC, or the consumer affairs or fair trading office in your state or territory.

Agreement and changes

You accept this policy when you complete checkout. The version that applies to your purchase is the version published on the day you paid, and we keep a dated copy of each version. If we change this policy the change applies only to purchases made after the change, never retrospectively to yours.