We want you to be happy with what we deliver. This policy sets out exactly when a refund is available, how it is worked out for each service, and how to request one. If something has gone wrong, please talk to us first. We would always rather fix it.
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About this policy
This Refund Policy explains when a refund is available from Murphys Technology Pty Ltd (ABN 97 628 755 055), how refunds are assessed for each type of service, and how to request one.
It forms part of our Terms and Conditions. Where a separate written agreement sets out a different refund position for your project, that agreement applies for the matters it specifically covers.
The table above is a summary only. The clauses that follow set out the full position and prevail if there is any difference.
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Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.
If a service we supply fails to meet a consumer guarantee, you may be entitled to a remedy under that law. For a major failure you may be entitled to cancel the service and seek a refund of the unused portion, or compensation for a drop in value. For a failure that is not major, we are entitled to fix the problem within a reasonable time.
This policy sets out what we offer in addition to those rights, and how we handle refunds in practice.
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Our general approach
We would always rather fix a problem than lose a client. If something has gone wrong, please raise it with us first at info@murphystechnology.com and give us 14 days to work with you towards a resolution.
Most concerns are resolved quickly once we know about them. If a refund is still the right outcome, we will assess it fairly and in line with this policy.
Refunds are assessed against the service you purchased and how much work has already been completed. We do not refund work that has been properly performed and delivered.
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Deposits
A deposit of 70% is payable before we begin any design or development work. Your deposit secures your place in our schedule and covers the time we commit to your project from the moment work starts.
A deposit is fully refundable if you cancel before any work has commenced.
Once work has commenced, your deposit is refundable only to the extent that work has not yet been completed, assessed as set out in the clauses below.
If you do not provide the information we need to start (see clause 6 of our Terms and Conditions), and your account is subsequently suspended or closed, fees paid may be forfeited to the extent of the work and time already committed.
05
Website, web and graphic design, logo and brochure design
Before the project starts A full refund of amounts paid.
After work has started, before the design style is approved A refund of amounts paid, less the value of the work and time already completed.
After the initial design style is approved If we fail to deliver, a partial refund in proportion to the work that remains incomplete.
Once the project is completed and uploaded to the server No refund is available. At that point the work has been delivered.
If a logo has been purchased and signed off, the logo fee is not refundable, as the deliverable has been produced and provided to you.
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Web programming
Before the project starts A full refund of amounts paid.
After the project starts Where no separate agreement sets a refund position, a partial refund in proportion to the work completed, if we fail to deliver in line with our delivery policy.
Work already completed, tested and delivered is not refundable.
07
SEO, internet marketing, social media and advertising management
These services are not refundable, and there are no pro rata refunds for fees paid in advance.
This is because the work is performed continuously over the period, and the value is in the time, strategy and optimisation applied during that period rather than in a single deliverable.
Setup fees are not refundable, as they are applied to costs and work incurred at the start of the engagement.
Advertising spend paid to platforms such as Google or Meta is not refundable by us, as those amounts are paid directly to the platform and are consumed when the ads run.
If you cancel or postpone the service, amounts already paid are retained, and any work completed beyond what you have already paid for remains payable.
08
Hosting
Hosting is paid in advance, and payments for past months of hosting are not refundable. Hosting accounts are set up at the time of order with set server resources reserved for you, so payment remains due even if you do not use the account.
Once you have signed up and your site is uploaded to our server, no refund is available for the current period.
Prepaid 6 or 12 month plans: if you cancel before the plan expires, we may refund the whole months that have not yet elapsed, less the value of any free products or services that were included in the plan.
Part months are not refunded.
09
Domains, plugins and other third party costs
Some costs are paid to third parties and are separate from our fees. These include domain names, premium plugins or apps, stock images, paid fonts, SSL certificates, and advertising spend.
These costs are not refundable once purchased or incurred, because we cannot recover them from the third party.
Where a domain has been registered in your name, it remains yours for the registration period regardless of whether you continue with us.
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Cancellations
All cancellations must be requested in writing, with at least 15 days notice, to info@murphystechnology.com.
On cancellation you remain responsible for work completed and costs committed up to the cancellation date.
Any refund due is calculated from the date we receive your written cancellation, not from the date you decided to cancel.
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How to request a refund
Email us at info@murphystechnology.com with:
- your name and business name;
- the invoice number or the service the request relates to;
- the amount you are requesting; and
- a short explanation of the reason.
We will acknowledge your request, review it against this policy, and respond to you in writing.
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How we assess and process refunds
We aim to acknowledge a refund request within 3 business days and to give you our decision within 14 days.
If a refund is approved, we will process it within 10 business days of the approval. Refunds are paid back to the original payment method wherever possible, or by bank transfer to an account in your name.
Any outstanding amounts you owe us may be deducted from a refund before it is paid.
If we decline a refund, we will explain our reasons in writing so that you understand how the decision was reached.
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Chargebacks and payment disputes
If you have a billing concern, please contact us first so that we can resolve it.
If we receive a chargeback or payment dispute for a valid charge, your service or project may be suspended without notice. A $50 chargeback fee, together with any outstanding balances, must be paid in full before service is restored, files are delivered, or further work is done.
Raising a chargeback for a valid charge is not an appropriate way to resolve a billing matter, and it does not remove your obligation to pay for work we have completed.
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If you are not satisfied with our decision
If you are not happy with the outcome of your refund request, please tell us in writing and we will review it again.
You are also free to seek advice from your local consumer protection agency, such as NSW Fair Trading, or from the Australian Competition and Consumer Commission at accc.gov.au.
We will always make a genuine effort to reach a fair outcome before matters go that far.
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Changes to this policy
We may update this policy from time to time. The version that applies to your project is the one in force when you accept your quote or contract.
The current version is always published at murphystechnology.com.au.
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Contact us
For any question about refunds, or to make a request, please contact us:
