Legal
Refunds & Rescheduling
The short version: once work starts, it's non-refundable — and in exchange you get a guarantee that's worth more than a refund would be. Both halves matter, so they're written out properly below.
The hold guarantee
If it doesn't hold, I keep working until it does.
Ninety days after handover we run the check together — not a survey, an actual look at whether the thing is being used the way it was designed to be. If part of it isn't, that part gets rebuilt at no charge.
This is deliberate. A refund gives you your money back and leaves you exactly where you started, which was never the thing you wanted. Rebuilding the part that didn't land gets you the outcome you paid for. It also keeps me honest about the bit that's easy to skip: whether anything is actually different a quarter later.
Refunds
- Before work starts — cancel and your deposit is refunded in full, less any payment processing fees already incurred.
- Once work starts — non-refundable, covered instead by the hold guarantee above. Work starts at the first session or the first build milestone, whichever comes first.
- Diagnostics — refundable up to 48 hours before the session. After that the pre-work is already done, so it isn't.
- Monthly and ongoing offers — cancel any time. The current month runs to the end of its period and isn't pro-rated.
- Workshops — the booking deposit is refundable up to 14 days before the date. Inside 14 days it's held, and the session can be moved once to a mutually workable date.
None of this limits your rights under Australian Consumer Law — see the terms.
Rescheduling live sessions
- 48 hours' notice moves a live session, no questions.
- One free reschedule per engagement. After that, a moved session is treated as delivered.
- A no-show without notice is forfeited.
- Sessions don't drift past the end of your intake window. If one can't be moved inside it, the recording is the catch-up.
That last one isn't me being rigid — a done-with-you build only works if the group moves together, and one engagement sliding by a month quietly costs everyone else in the intake.
Parked projects
Things happen. A project can be parked and picked up again — but a project parked for 60 days or more re-books at current rates, into the next available intake or build slot rather than the original one.
If you're at risk of going quiet, tell me. Parking on purpose is easy to work with; going quiet and coming back in five months is the version that costs you the founding rate.
Instalment plans
Instalment plans are available on request and priced above pay-in-full, which the label says plainly. A missed instalment pauses work rather than ending it — I'll chase you once before anything else happens.
If something's not right
Tell me early and directly. Most problems are a scope conversation that should have happened a fortnight sooner, and almost all of them are fixable inside the engagement. Email through the contact page and I'll come back to you within a business day or two.