Last updated: 1 June 2026. This page is written for a New Zealand business context and is not legal advice.
Contents
- Deposits and custom work
- Recurring services
- Domains and third-party fees
- Support and add-ons
- Refund process
- Chargebacks
1. Deposits, setup fees, and custom work
- Deposits, setup payments, scoping fees, custom build payments, website transfer fees, design work, development work, content work, AI-assisted drafting, studio generation, technical setup, and project payments are generally non-refundable once work has started, time has been reserved, or deliverables have been created.
- If we cancel a project before meaningful work begins, we may refund unused amounts after deducting payment processor fees, third-party costs, time already spent, and any approved expenses.
- If you cancel, pause, delay, or materially change scope after work starts, we may invoice work completed, time reserved, provider costs, and any committed third-party charges before considering a credit or refund.
2. Recurring plans, subscriptions, and post-term care
- Monthly plans, subscriptions, maintenance, support, managed domain care, post-term care, business website care, custom app support, email services, and other recurring services are billed according to the accepted quote, invoice, Stripe subscription, or portal record.
- Recurring charges already billed are generally not refunded for change of mind, non-use, late content supply, delayed approvals, or customer-caused access delays.
- Cancellation may stop future billing after the relevant notice period or billing cycle, but does not automatically refund completed, active, or already reserved service periods.
3. Domains, software, and third-party costs
Domain registrations, renewals, transfers, registrar costs, DNS provider fees, software licences, paid plugins, app subscriptions, premium assets, ad spend, marketplace fees, email/mailbox charges, payment processor fees, and other third-party or pass-through costs are usually non-refundable once purchased, committed, renewed, or consumed.
4. Support, add-ons, and free quick edits
- Paid support may have a minimum block, for example a 2-hour minimum where stated in the offer or quote. Additional hours may be confirmed before continuing where the issue is larger than expected.
- Free quick edits are discretionary and subject to eligibility. A request that looks eligible may still become paid support if it needs more than the quick-edit allowance, involves troubleshooting, requires third-party access, affects custom code, creates risk, or needs a wider team.
- Add-ons are subject to their specific billing type: one-time, monthly, or hourly. Refunds are assessed against the work completed, provider costs, and the accepted scope.
5. Remedies, credits, and issues
If there is a service issue, tell us promptly and provide enough detail for review. Depending on the issue, we may repair, reperform, correct, credit, discount, refund, or provide another remedy. We may refuse a refund where the issue was caused by customer instructions, missing access, third-party outages, changed requirements, unsupported modifications, misuse, or failure to follow guidance.
6. Refund process and chargebacks
- Refund requests should include the invoice number, portal request or project reference, payment date, amount, issue, and requested outcome.
- Approved refunds are usually returned to the original payment method where possible and may take time to appear depending on Stripe, banks, and payment providers.
- Please contact us before filing a chargeback. Chargebacks may delay support, pause services, trigger account review, and require us to preserve project, payment, and communication records.