We want you to be confident in every dollar you spend with us. This policy explains how our services are delivered, what you can expect, and your rights regarding refunds.

1. Service Delivery

1.1 Free Security Scan (Discovery)

Detail
Delivery method	Automated external scan of your website
Delivery time	Results typically available within minutes
What you receive	Security summary with detected issues and risk assessment
Requirements	Website URL only — no credentials, no payment
Cost	Free. No credit card. No obligation.

1.2 Discovery Assessment

Detail
Delivery method	Credentialed internal security assessment by our team
Delivery time	Completed within 5–10 business days of receiving credentials
What you receive	Comprehensive security report with findings, risk ratings, and recommendations
Requirements	Hosting and WordPress admin credentials
Cost	As per current pricing on our website

1.3 Hardening & Optimisation

Detail
Delivery method	Security remediation performed in staging, then deployed to live
Delivery time	Varies by scope — typically 5–15 business days
What you receive	Hardened website, remediation report, Certificate of Due Diligence
Requirements	Hosting access, WordPress admin, staging environment (we can create one)
Cost	As per current pricing on our website

1.4 Overwatch (Ongoing Monitoring)

Detail
Delivery method	Continuous automated monitoring with human review
Billing cycle	Monthly, billed in advance
What you receive	24/7 monitoring, weekly human checks, monthly reports, security alerts, ongoing maintenance
Requirements	Active site access
Cost	As per current pricing on our website

2. Refund Policy

2.1 Our Approach

2.2 Refund Schedule

Service	Refund Available?	Conditions
Free Scan	N/A	It’s free
Discovery Assessment	Full refund	If cancelled before we receive your credentials and commence work
Discovery Assessment	No refund	Once assessment has commenced — the work has been performed
Hardening & Optimisation	Full refund	If cancelled before we receive your credentials and commence work
Hardening & Optimisation	Partial refund	If cancelled mid-engagement — refund for uncompleted work only
Hardening & Optimisation	No refund	For completed work
Overwatch	No refund for current period	Cancel anytime with 30 days notice. Service continues to end of paid period. No cancellation fees.

2.3 When We Will Offer a Refund

Beyond the schedule above, we will consider a refund if:

• We failed to deliver the agreed service scope due to factors within our control
• There was a material error in our billing
• Exceptional circumstances that we agree warrant a refund on a case-by-case basis

2.4 When We Will Not Offer a Refund

3. How to Request a Refund

1. Email info@websiterescues.com.au with the subject line “Refund Request”
2. Include your name, business name, the service purchased, and the reason for your request
3. We will acknowledge your request within 5 business days
4. We will process approved refunds within 10 business days
5. Refunds are issued to the original payment method

4. Cancellation

4.1 One-off Services (Discovery, Hardening)

You may cancel at any time before work commences for a full refund. Once work has commenced, see the refund schedule above.

4.2 Overwatch (Monthly Subscription)

• Cancel any time with 30 days written notice
• No cancellation fees
• Service continues until the end of your current paid period
• Your Certificate of Due Diligence remains valid for its stated period
• We will securely remove our access to your systems upon request

4.3 How to Cancel

Email info@websiterescues.com.au with the subject line “Cancellation Request” or notify us in writing.

5. Pricing

• All prices are listed on our Pricing page in Australian Dollars (AUD)
• Prices include GST where applicable
• We reserve the right to change pricing. Price changes do not affect services already purchased or active subscriptions during their current billing period
• Custom quotes for complex engagements will be provided in writing before work commences

6. Disputes

1. Talk to us first — most concerns can be resolved through direct conversation
2. Email info@websiterescues.com.au with details of your concern
3. We’ll respond within 10 business days with a proposed resolution
4. If we cannot resolve the matter, you may contact Consumer Protection WA or pursue resolution through the courts of Western Australia

7. Your Rights Under Australian Consumer Law

Under Australian Consumer Law, you are entitled to a remedy (repair, replacement, or refund) if services:

• Are not provided with due care and skill
• Are not fit for a particular purpose that was made known to us
• Are not provided within a reasonable time (when no time is specified)

8. Governing Law

This policy is governed by the laws of Western Australia, Australia.