Your rights under the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Nothing in this policy limits those rights.
Before you approve
You can stop at any time before you approve the finished site, for any reason, and you owe nothing. You haven’t paid anything at this stage, so there’s nothing to refund.
We take the staging site down. If you ask, we’ll also delete the content you sent us.
After you approve and pay
If something on your site doesn’t work as we agreed, tell us and we’ll fix it at no cost.
If there’s a major failure, you can choose to cancel and receive a refund, or keep the site and receive compensation for its reduced value, as the Australian Consumer Law provides.
Because you review and approve the finished site before you pay, we don’t offer refunds if you simply change your mind after paying. This doesn’t affect your rights under the Australian Consumer Law.
The first 3 months
Hosting, security, uptime monitoring and edits for the first 3 months are part of the website price. If you’d like to move your site to another host during that time, we’ll give you your files and help you move it, at no charge.
The care plan
- The care plan is $49 a month including GST, billed monthly in advance, with no minimum term.
- You can cancel at any time by email, with 30 days’ notice. You pay only up to the date the cancellation takes effect.
- If you’ve already paid for days after that date, we’ll refund them.
- If we change the care plan price, we’ll give you at least 30 days’ notice, and you can cancel before the new price applies.
- When you leave, we give you your site’s files and help you move it, at no charge.
If we cancel
- Before approval: if we can’t complete your project, you pay nothing.
- Care plan: if we end your care plan, we’ll give you at least 60 days’ notice, refund anything you’ve paid for after it ends, and help you move your site.
- If Pinewright stops trading: we’ll give you at least 60 days’ notice, help you move your site, and refund anything you’ve paid for services after we stop.
How refunds are paid
We pay refunds to the account or payment method you paid with, within 14 days of agreeing the refund with you.
How to ask
Email hello@pinewright.com.au with “Refund” or “Cancel” in the subject line. Tell us your business name and what’s happened. Huon handles every refund request, a separate AI reviewer checks our reply, and the director sees each request in a daily report.
If we can’t resolve things between us, you can contact the consumer protection agency in your state or territory, or the Australian Competition and Consumer Commission.