Refunds & Returns Policy

1. Overview

This Refunds and Returns Policy applies to services supplied by Symes Solutions, including website design, WordPress services, hosting, email hosting, domain-related services, premium plugin setup, support work and other digital services.

Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law or any other applicable law that cannot be excluded.

2. Digital Services And Custom Work

Many services provided by Symes Solutions involve custom digital work, planning, configuration, design, setup, development, consultation, support time or third-party costs.

Refunds are generally not available for completed work, partially completed work, custom development, setup work, consulting time, design labour, content preparation, SEO setup, plugin configuration, hosting setup or other services already supplied.

3. Change Of Mind

Refunds are generally not provided for change of mind, deciding not to proceed after work has started, choosing another provider, failing to provide required project information or no longer needing the service.

4. Website Design Packages

Website design packages may include planning, design, WordPress setup, content layout, forms, SEO foundations, Google setup, images, internal linking and launch preparation.

Once work has commenced, payments made toward website packages may be used to cover time, planning, design, setup, licensing, administration and other costs already incurred.

Deposits And Project Payments

Deposits, milestone payments and upfront project payments are generally non-refundable once work has commenced, unless required by law or otherwise agreed in writing.

If a project is cancelled after commencement, Symes Solutions may retain amounts reasonably required to cover work performed, costs incurred and time allocated to the project.

5. Client Delays And Abandoned Projects

Customers are responsible for providing required content, approvals, access details, images, business information and feedback within reasonable timeframes.

If a project is delayed or abandoned because required information is not supplied, payments made may not be refundable. Symes Solutions may place the project on hold, revise timelines or require additional fees to restart or update the project scope.

6. Hosting Services

Hosting services are recurring digital services. Refund eligibility depends on the billing cycle, whether the service has been activated and whether hosting resources have already been provisioned.

Once a hosting service has been activated, configured or used, refunds are generally not provided for the current billing period unless required by law or approved by Symes Solutions.

Customers may request cancellation of future hosting renewals through the customer portal or support channels.

7. Domain Registrations And Renewals

Domain registrations, renewals and transfers are generally non-refundable once processed. This is because domain registry and registrar fees are normally incurred immediately and cannot usually be reversed.

Customers are responsible for checking domain spelling, ownership details, renewal dates and domain requirements before purchase or renewal.

8. Third-Party Licences, Plugins And Software

Some website projects or support services may require third-party plugins, themes, software, licences, integrations or external services.

Costs for third-party products are generally non-refundable once purchased, activated, installed, configured or allocated to a customer project.

Third-party licences may also be subject to the refund policies and terms of the relevant provider.

9. Support Services And Consulting

Support work, troubleshooting, consulting, technical assistance, website repairs and configuration work are charged for time, expertise and service delivery.

Refunds are generally not provided for support time already used, investigations performed, advice given, troubleshooting completed or work delivered.

10. Digital Products And Delivered Files

Digital products, design assets, website files, configurations, content, templates, reports or downloadable materials are generally not refundable once delivered, accessed, downloaded or supplied.

11. Service Issues

If you believe a service has not been supplied as agreed, please contact Symes Solutions promptly with details of the issue.

Where appropriate, Symes Solutions may choose to correct the issue, continue the service, provide a reasonable remedy, offer a partial credit or provide another outcome depending on the circumstances and applicable law.

12. Australian Consumer Law

Customers may have rights under Australian Consumer Law that cannot be excluded. This policy does not limit those rights.

Where a service has a major problem, customers may be entitled to remedies available under Australian Consumer Law. Where a problem is minor, Symes Solutions may be entitled to correct the issue within a reasonable time.

13. Cancellations

Requests to cancel hosting, support subscriptions, maintenance services or recurring services should be submitted through the customer portal or by contacting Symes Solutions.

Cancelling a service stops future renewal where processed before the next billing date, but it does not automatically create a refund for the current paid period.

14. Refund Request Process

To request a refund review, please contact Symes Solutions and include:

• Your name and business name
• Your invoice or order reference
• The service involved
• The reason for the refund request
• Any supporting details, screenshots or correspondence

Refund requests will be reviewed on a case-by-case basis.

15. Chargebacks And Payment Disputes

If you have a concern about a payment or service, please contact Symes Solutions first so we can attempt to resolve the issue.

Unresolved chargebacks, disputed payments or unpaid invoices may result in service suspension, account restrictions or recovery of outstanding amounts where permitted by law.

16. Processing Approved Refunds

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

Processing times may vary depending on the payment provider, bank or third-party platform involved.

17. No Physical Returns

Symes Solutions primarily provides digital and service-based products. In most cases there are no physical goods to return.

If any physical product is supplied as part of a specific service, return conditions will be assessed separately.

18. Changes To This Policy

Symes Solutions may update this Refunds and Returns Policy from time to time. The current version will be published on this page.

19. Contact Us

If you have questions about this policy, a refund request, hosting cancellation or website project payment, please contact Symes Solutions.

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