Refund Policy

Deposits secure your build slot and cover the discovery, planning, and design time we commit to your project before build begins.

• Within 7 days of kickoff — full refund if you're unhappy with the design direction. Email us in writing.
• After 7 days — deposit is non-refundable. Time has been committed and the slot has been held.
• If we cancel the engagement (because the brief falls outside our scope or capacity), the deposit is refunded in full within 7 business days.

The balance is invoiced when the site is ready to launch and is due before we point your domain at the live build.

• If we fail to deliver the agreed scope within the agreed timeline (allowing for delays caused by your assets or feedback), the balance is reduced pro-rata or refunded in full at our discretion.
• After the site goes live, the balance is not subject to a change-of-mind refund. You own the site, the code, and the deployment.
• Faults discovered within 30 days of launch are fixed under our warranty (see Terms §9), at no charge.

If you upgrade scope during the build (extra pages, added features, design changes beyond the agreed revision count), the upgraded amount is reflected on your final balance invoice. Upgrades agreed in writing are not refundable separately — they fold into the build and are governed by the same rules as the balance above.

Care plans are billed monthly in advance. You may cancel any time:

• Cancel 14 days before the next billing cycle to avoid the next charge.
• We do not pro-rate partial months — you keep service through the period you've paid for.
• Hosting your site after cancellation becomes your responsibility. We provide a clean export on request.

Nothing in this policy limits any rights you have under the Australian Consumer Law (ACL), including the consumer guarantees on services. If we provide a service that has a "major failure" as defined by the ACL, you may choose between a refund, a replacement, or having the failure remedied. For minor failures, we'll fix the issue within a reasonable time.

Email info@boldagency.com.au with [Refund Request] in the subject line. Include:

• The project name or invoice number
• Which payment(s) you're asking to refund
• A short explanation of why

We respond within 3 business days. Approved refunds are returned to the original payment method within 7 business days of approval.

If we can't agree on a refund outcome, you may escalate to the relevant state consumer-protection body or the Office of Fair Trading. We're happy to engage directly with mediators in good faith.

Anything unclear? Email info@boldagency.com.au. We'll answer in plain English.