Refund Policy
Last updated 4 October 2026
This policy explains when work is refundable and how a refund is worked out. It applies to every project, hosting plan and care plan bought from Cairns Web Development.
Your rights come first. Nothing in this policy limits your rights under the Australian Consumer Law. If our services are not delivered with due care and skill, are not fit for the purpose we agreed, or do not match what we described, you are entitled to a remedy regardless of what is written below.
1. Deposits
A deposit books your project into the schedule and covers the discovery and planning work that starts immediately.
- Cancel within 7 days of paying, before design work has started: full refund of the deposit.
- Cancel after design work has started: the deposit covers work completed to that point. Anything unused is refunded.
2. Cancelling a project in progress
You can stop a project at any time. We invoice for the work genuinely completed up to that date and refund the balance of anything you have already paid.
Completed work is assessed against the stages set out in your quote: discovery, design, build, launch. You receive the files and designs produced up to that point.
If we end the project for a reason that is not your fault, you are refunded in full for any stage not yet delivered.
3. After a site has launched
Once a site is approved and live, the project fee is not generally refundable, because the work has been delivered and handed over.
That does not apply where the site materially fails to do what we agreed it would. In that case tell us, and we will fix it at no cost. If it cannot be fixed within a reasonable time, you are entitled to a refund of the affected portion of the fee.
4. Hosting and care plans
- Monthly plans can be cancelled at any time. The current month is not refunded; you keep the service until the period ends.
- Annual plans cancelled part way through are refunded for the whole months remaining.
- If we fail to deliver a plan's stated service for an extended period, we refund that period.
On cancellation you receive a copy of your site files and database so you can move elsewhere.
5. Third-party costs
Money paid on your behalf to third parties, such as domain registration, premium fonts, stock photography, plugin licences or paid APIs, is not refundable once purchased. Those providers set their own terms. We will always tell you before buying anything on your behalf.
6. What is not refundable
- Work completed and approved by you
- Time spent on revisions you requested
- Change of mind about a design you have already signed off
- Delays or failures caused by content you did not supply
- Third-party costs already paid on your behalf
7. How to request a refund
Email jaidencairns57@gmail.com with your name, the project, and what you are asking for and why. You will get a reply within 3 business days and a decision within 10 business days.
Approved refunds are paid back to the original payment method within 10 business days of the decision.
8. If we disagree
We will try to settle it directly, in writing, first. If that fails you are free to take the matter to NSW Fair Trading or the Australian Competition and Consumer Commission. We will cooperate fully with either.
9. Contact
See also our Terms of Service and Privacy Policy.