Our fair and transparent approach to refunds
We want every client to be happy with our work. This policy explains refunds for care-only and hosted-care subscriptions and separately quoted projects. It does not limit your rights under Australian Consumer Law.
New Care Plan subscribers are covered by our 14-day satisfaction guarantee. If you are not satisfied, contact us within 14 calendar days of your first Care Plan payment and we will refund that first subscription payment, including the hosted-care component if both services started together. This voluntary guarantee applies to the Care Plan subscription fee only. Separately quoted design, redesign, migration and other bespoke work, plus domains and other one-off third-party purchases, are not included. Adding hosting to an existing care subscription does not restart the 14-day period unless we agree otherwise in writing.
Care for an existing website is subject to a fit and condition review. If we cannot safely accept a newly purchased care subscription because of the platform, hosting, pre-existing faults, malware or unsupported software, we will cancel the subscription and refund the first subscription payment. We may instead offer separately quoted repair or migration work, but you are not required to accept it.
We review each site before offering hosted care. If hosting is added to an existing subscription partway through a billing period, we will explain and seek your approval for any pro-rata charge before it starts. If you voluntarily cancel or ask to move the site elsewhere during a paid period, the subscription ordinarily remains active until that period ends and there is no automatic refund for the unused portion. You can request an earlier site export and handover; any migration work to another provider is quoted separately. Your statutory rights remain unchanged.
Design and redesign work is scoped and priced in an accepted quote, with any deposit and payment milestones stated there. If you cancel a project, we will explain the work completed and amounts paid or still due under that agreement; work not yet performed will not be charged unless the accepted agreement states otherwise. We will assess any refund request fairly, including rights under Australian Consumer Law. The 14-day Care Plan satisfaction guarantee does not apply to design fees or work already performed.
If an agreed service is not delivered with due care and skill, contact us so we can investigate and put it right. Depending on the circumstances and your legal rights, a remedy may include re-performing work, a price reduction, a credit or a refund. We do not make remedies conditional on a fixed number of days of failure.
To request a refund, contact us at hello@vitalsites.com.au with your name, email address, and the reason for your refund request. We aim to process all refund requests within 5 business days.
If you believe you have been charged incorrectly, please contact us so we can investigate and resolve the issue promptly. This does not limit your right to contact your bank.
Nothing in this policy excludes or restricts any consumer guarantee or remedy that cannot lawfully be excluded. Your rights depend on the nature of the problem and the applicable law.