Refund Policy

Last Updated: 18 May 2026

1. General Refund Policy

Refund eligibility depends on the type of service or product purchased and the circumstances of the request. We evaluate all refund requests on a case-by-case basis with fairness and transparency.

24-Hour Money-Back Guarantee

We offer a money-back guarantee for done-for-you services under the following conditions:

• Instant Checkout Services — full refund if cancelled within 24 hours of payment, provided no work has commenced and no materials have been provided
• Consultation-Based Services — full refund if cancelled within 24 hours after the initial consultation, provided no substantive work has been completed
• Rush Orders — full refund only if cancelled within 2 hours of payment, provided no work has commenced

To request a refund, email hello@digitallysimplified.com within the applicable timeframe with your order number. Refunds are processed within 5–7 business days.

This guarantee does not apply if you have already submitted materials, received deliverables, or if substantive time or resources have been invested in your project.

Non-Refundable Circumstances

Subject to your rights under the Australian Consumer Law, refunds will generally not be issued if you have:

• Violated our Terms and Conditions, including intellectual property or licensing restrictions
• Shared, resold, or redistributed course materials or digital products
• Engaged in abusive, threatening, or harassing behaviour toward our team
• Failed to meet communication or material submission requirements (see Section 5)
• Terminated services after substantial work has been completed

2. Done-For-You Services

Done-for-you services include Website Design & E-Commerce, Business Tech Support, Google Organisation, Tech Assist, and Custom Projects.

After Money-Back Guarantee Period

Once the guarantee period has passed, and subject to your Australian Consumer Law rights, refunds are at our discretion based on work completed, time invested, resources used, and reason for termination. Where a partial refund is appropriate: Total Project Fee minus Value of Work Completed = Refund Amount.

Client-Initiated Termination

If you terminate services after work has begun, no refund will be issued unless we determine otherwise or you are entitled to a remedy under Australian Consumer Law. You will receive all completed work to the termination date, and any outstanding balance remains payable.

Dissatisfaction with Services

Please communicate concerns promptly upon receiving deliverables. We will make reasonable efforts to address them through revisions. Under the Australian Consumer Law, if a service has a major failure, you are entitled to a refund or compensation. For minor failures, we will remedy the issue within a reasonable time.

Refund requests based on dissatisfaction will not be honoured if you have not first utilised your available revision rounds, unless there is a major failure under Australian Consumer Law.

3. Online Courses and Digital Products

7-Day Satisfaction Guarantee

You may request a full refund within 7 days of purchase if you have completed less than 25% of the course content, have not downloaded course materials, and the course materially differs from its description at time of purchase.

After 7 Days or Significant Engagement

Subject to your Australian Consumer Law rights, no refunds will be issued where more than 7 days have passed, you have completed more than 25% of the course, downloaded materials, or received a certificate of completion.

Technical Issues

Report access issues to hello@digitallysimplified.com immediately. We will work to resolve issues within 72 hours. If we cannot resolve access within 14 days, a full refund will be issued.

Digital Downloads and Templates

Subject to your Australian Consumer Law rights, all sales of digital downloads are generally final once files have been downloaded. Exceptions apply where files are corrupted and a replacement fails, or where the product description was materially inaccurate.

Group Programs and Cohort-Based Courses

• Full refund available up to 48 hours before the program start date
• 50% refund if requested within the first week, provided less than 25% of sessions have been attended
• No refund after the first week or after attending more than 25% of sessions, subject to Australian Consumer Law rights

Lifetime Access

Courses with "lifetime access" remain available for as long as the course is actively offered. We reserve the right to discontinue courses with 60 days' written notice. If discontinued, no refunds will be issued to clients who have had access for more than 90 days, unless required under Australian Consumer Law.

4. Tech Support and Hourly Services

Hourly Support Services

Subject to your Australian Consumer Law rights, no refunds are issued for completed hourly services including tech support calls, consulting sessions, virtual assistant hours, and training sessions.

No-show policy: If you fail to arrive within 15 minutes of the scheduled start, the session will be cancelled with no refund. Sessions may be rescheduled with at least 24 hours' notice without penalty.

Day Services (VIP Days)

• Full refund if cancelled within the 24-hour money-back guarantee window (see Section 1)
• Full refund if cancelled more than 7 days before the scheduled date
• 50% refund if cancelled 3–7 days before the scheduled date
• No refund if cancelled less than 3 days before, subject to Australian Consumer Law rights

Monthly Retainer or Subscription Services

You may cancel at any time with written notice. No refunds are issued for partial months — services continue until the end of the current billing cycle. Cancellations must be submitted at least 5 days before the next billing date.

5. Client Non-Compliance

Where you fail to meet your responsibilities, the following applies subject to your Australian Consumer Law rights:

Late Material Submission

• A 20% late fee per week will be deducted from any potential refund where materials are not provided within 7 days of payment
• After 14 days of non-submission, we may terminate the agreement and issue a 50% refund

Failure to Communicate

• After 5 days of no response, a 20% penalty fee may be deducted from any potential refund
• After 10 days of no response, we may terminate the agreement and issue a 50% refund

Emergency Exception: Penalties may be waived for documented emergencies, serious illness, or circumstances beyond your reasonable control. Please notify us as soon as possible.

6. Digitally Simplified–Initiated Refunds

• Before work begins — full refund issued
• After work has begun — refund calculated based on work completed; you receive a refund for the portion of services not delivered

7. Dispute Resolution

Please contact us at hello@digitallysimplified.com before lodging a formal complaint. We will respond within 3–5 business days and work toward a fair resolution. If we cannot reach an agreement, we will evaluate your refund request against this policy.

If unsatisfied with our response, you may contact the ACCC at www.accc.gov.au or your State or Territory Consumer Affairs agency.

Chargebacks and Payment Disputes

We strongly encourage clients to contact us directly before initiating any chargeback. Clients who initiate chargebacks without first attempting resolution may have their access to services suspended. Nothing in this clause limits your right to contact your bank in accordance with Australian law.

8. Refund Processing

Email hello@digitallysimplified.com with your order number, reason for the request, and any supporting information. We will acknowledge within 2 business days and process eligible refunds within 5–7 business days of approval to the original payment method.

9. Your Rights Under Australian Consumer Law

10. Contact Us

We aim to respond to all refund enquiries within 5–7 business days. We reserve the right to modify this policy at any time — changes are effective upon posting with an updated date.