Refund Policy

Last Updated: 7 July 2026

1. Introduction

At DIGITALO Pty Ltd (“DIGITALO”, “we”, “our” or “us”), we are committed to providing high-quality digital services and excellent customer service.

This Refund Policy explains when refunds may be available for our services and should be read together with our General Terms & Conditions.

As many of our services involve customised work, professional expertise and significant time investment, refunds are assessed on a case-by-case basis.

2. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

Where our services fail to meet the consumer guarantees provided under the ACL, you may be entitled to a repair, replacement or refund as required by law.

3. Custom Digital Services

DIGITALO provides customised digital services including, but not limited to:

• website design and development;

• WordPress support and maintenance;

• website edits;

• WooCommerce services;

• Search Engine Optimisation (SEO);

• copywriting and content creation;

• graphic design;

• Canva templates;

• HTML email signatures;

• Google Business Profile setup;

• social media setup;

• digital consulting; and

• other professional digital services.

As these services are created specifically for each client, they generally cannot be returned or resold.

4. Deposits

Where a deposit is required, it secures your project within our schedule and allows planning and preparation to begin.

Once work has commenced, deposits are generally non-refundable, except where required under Australian Consumer Law.

5. Project Cancellations

If you choose to cancel a project after work has commenced, DIGITALO reserves the right to charge for work completed up to the cancellation date.

Where applicable, completed work, concepts or other project deliverables may be provided to you once outstanding invoices have been paid.

Further information regarding project cancellations is available in our General Terms & Conditions.

6. Change of Mind

As our services are customised and created specifically for each client, we generally do not provide refunds for:

• change of mind;

• a decision not to proceed after work has commenced;

• delays caused by the client;

• services already completed; or

• completed work that has been approved by the client.

We encourage clients to carefully review quotations and discuss any questions before accepting a project.

7. Website Projects

Website projects involve planning, design, development, testing and client consultation.

Refund requests for website projects will be considered based on:

• the stage of the project;

• work already completed;

• expenses already incurred;

• software licences purchased;

• third-party costs; and

• obligations under Australian Consumer Law.

8. Website Care Plans & Maintenance

Website Care Plans are ongoing services provided over a billing period.

Unless otherwise required by law:

• fees already paid for completed maintenance periods are not refundable;

• cancellation will stop future billing where applicable;

• services already provided during the current billing period remain payable.

Please refer to our Website Maintenance Terms for additional information about Website Care Plans.

9. Third-Party Products & Services

DIGITALO may recommend or assist with third-party products and services including:

• website hosting;

• domain names;

• premium themes;

• plugins;

• software licences;

• payment gateways; and

• cloud-based services.

Refunds relating to third-party products are subject to the policies of the relevant provider.

DIGITALO cannot authorise refunds on behalf of third-party suppliers.

10. Refund Requests

If you believe you are entitled to a refund, please contact us as soon as possible.

When assessing a request, we may consider:

• the nature of the service provided;

• work completed;

• communications between both parties;

• contractual obligations; and

• applicable Australian Consumer Law.

Where a refund is approved, it will generally be processed using the original payment method where practical.

11. Contact Us

If you have any questions about this Refund Policy or wish to discuss a refund request, please contact us.

DIGITALO Pty Ltd

ABN: 49 616 606 896

Samford Valley, Queensland, Australia

Website: https://digitalo.com.au

Email: info@digitalo.com.au

We are committed to resolving concerns fairly, promptly and professionally.