Refund Policy

Last Updated: February 2026

At DIGITALO Pty Ltd (ABN 49 616 606 896), we work hard to ensure you are satisfied with our digital services. Because we provide customized professional services and digital products, our refund policy is governed by the following terms in accordance with the Australian Consumer Law.

1. Digital Services & Professional Labor

Most of our services (Web Design, SEO, Copywriting, Social Media Management) involve significant manual labor and creative expertise.

• Work Commenced: Once work has commenced on a project (following a discovery session or project kickoff), the deposit and any fees for hours already worked are non-refundable.

• Change of Mind: We do not offer refunds for "change of mind" once a project has been booked and a time slot has been allocated in our production schedule.

2. Website Packages & Deposits

• Deposits: A non-refundable deposit is required for all major website projects. This secures your place in our workflow and covers initial research and planning.

• Milestone Payments: For projects billed in stages, once a milestone is reached and approved by the client, the associated payment is non-refundable.

3. Subscription & Ongoing Services

• Care Plans & SEO Retainers: These are billed monthly in advance. You may cancel these services at any time with 14 days' written notice.

• Partial Months: We do not provide pro-rata refunds for partial months. If you cancel mid-cycle, your service will continue until the end of the current billing period.

4. Digital Downloads & Email Signatures

Due to the nature of digital files (which cannot be "returned"), all sales of HTML email signatures, digital templates, or downloadable guides are final and non-refundable once the files have been delivered or accessed.

5. Australian Consumer Law Guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy for a "major failure" and compensation for any other reasonably foreseeable loss or damage.

• Major Failure: A major failure occurs if the service is significantly unfit for its purpose and cannot be easily fixed within a reasonable time.

• Remedy: In the event of a major failure, you may choose to cancel your service contract and receive a refund for the unused portion, or keep the contract and be compensated for the reduced value of the service.

6. Process for Refund Requests

If you believe you are entitled to a refund, please contact us at info@digitalo.com.au within 14 days of the issue arising. Please include:

• Your business name and invoice number.

• A detailed explanation of why you are requesting a refund.

Refunds are processed at the sole discretion of DIGITALO Pty Ltd, subject to our legal obligations under Australian law. If approved, refunds will be issued via the original payment method within 7-10 business days.