Refund Policy

Last updated: 14 July 2026

This policy explains how refunds work for the services provided by Pixelate Pty Ltd (ACN 699 872 752 / ABN 15 699 872 752) ("we", "us", "our"). It forms part of our Terms of Service. Because much of what we do is custom work, we keep this fair and clear. Prices are in Australian dollars and are GST-inclusive; the listed price is the total you pay and it includes GST, GST is never added on top, and we issue a tax invoice for each payment.

1. Your rights come first

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our services come with consumer guarantees that cannot be excluded. If a service has a major problem, you may be entitled to a refund, re-supply or compensation; for a minor problem, we can choose to fix it within a reasonable time. This policy explains how we handle refunds in addition to those rights.

2. Deposits & setup fees

  • The one-off setup fee pays for the design and build of your website and is payable as set out in your quote (typically before launch).
  • If you cancel before we've started work, any deposit you've paid is refundable, less any costs already incurred on your behalf.
  • Once work has started, fees for work already completed or in progress are non-refundable, because the time and design work can't be returned, except where the ACL requires otherwise (for example, a major failure to provide the service with due care and skill).

3. Monthly care plan

The first month of the care plan is free on every plan.

Month-to-month plans can be cancelled any time and end at the close of the current billing period.

Fixed-term plans (6, 12 or 24 months) can also be cancelled early. The plan ends at the close of the current billing period and no further months are charged. Because the lower rate was conditional on completing the term, the months you were charged are re-rated to the rate for the longest term you actually completed, and we invoice the difference. This is the "early exit adjustment":

  • completed 12 months or more (on a 24-month term) → re-rated to the 12-month rate
  • completed 6 months or more but less than 12 → re-rated to the 6-month rate
  • completed less than 6 months → re-rated to the month-to-month rate

Clients who prepaid a fixed term are refunded the months after cancellation, less the early exit adjustment on the months they used.

The adjustment recovers only part of the discount already received on months actually used. It is not a charge for future or unprovided services. The Australian Consumer Law continues to apply.

Your free first month counts towards the months you have completed. The early exit adjustment applies only to months you were actually charged, so there is nothing to adjust for a month you did not pay for. If you cancel during your free first month, no early exit adjustment applies.

When your plan ends, your site stays live for 7 days so you can export your content or arrange to keep it, after which it may be taken down (see our Terms).

4. AI agents & add-ons

  • Setup fees for AI agents and add-ons cover the work to build, connect and configure them, and are non-refundable once that work has begun.
  • Monthly fees for agents and add-ons follow the same approach as the care plan, billed in advance, with the current month non-refundable on cancellation.
  • Third-party pass-through costs (such as SMS sent at cost) are not refundable once used.

If we take on an AI agent or add-on and then find we can't reasonably deliver it, we'll cancel it and refund what you paid for it, for any period it wasn't provided, as set out in our Terms.

5. Change of mind

Because our work is custom-made for you, we generally can't offer refunds for change of mind on work that's completed or already underway. If you're unsure, talk to us before we start. We'd always rather get the brief right than rush ahead.

6. If something isn't right

If you're not happy with our work, please tell us first. Most things are quickly sorted. Your plan includes revision rounds, and we'll work with you to put it right. If there's a genuine major failure under the ACL, we'll honour your rights to a remedy.

7. How to request a refund

Email contact@pixelategroup.com with your name, business and what's happened. We'll respond within a reasonable time, usually within a few business days, and any approved refund is made back to your original payment method.

8. Changes to this Refund Policy

Pixelate Pty Ltd may update this Refund Policy from time to time. When we do, we will post the revised version on this page and update the "last updated" date below. Any changes take effect from the date the revised version is posted. Your continued use of the site or our services after that date means you accept the updated Refund Policy. If you have a signed Client Service Agreement with us, changes to that agreement are governed by its own terms, which prevail over this clause. We recommend reviewing this page periodically.

This document is a general template and not legal advice. We recommend having it reviewed by a qualified professional before relying on it.