1. Your Australian Consumer Law rights come first

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, restricted or modified.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. They must be provided with due care and skill, be reasonably fit for any purpose you made known to us, and be supplied within a reasonable time. If a service fails to meet a guarantee, you may be entitled to have it fixed, to cancel, to a refund or to compensation, depending on the failure — whatever this policy says. The table in §3 is our policy on top of those rights, not instead of them.

2. What this policy covers

This policy explains our refund position for each Website Rescues service and how to ask for a refund. Read it together with our Terms of Service and Privacy Policy.

3. Refunds by service

Service	Our refund position
Free Scan	Free — no payment taken.
Deep Audit ($485 S / $985 M / $1,985 L)	Full refund if you cancel before you give us credentials and assessment work begins. If you cancel after work begins but before we deliver your report, we refund the fees for the stages we have not started, and give you the findings from the stages already done. Once the report is delivered, the service has been supplied.
Optimisation / Hardening ($985 S / $1,985 M+)	Full refund before work begins. If you cancel part-way, we refund the part not yet done (quoted to you in writing). Work already completed and delivered is not refunded.
Overwatch ($360/mo S / $497/mo M / $797/mo L)	Cancel anytime by email. Your cancellation takes effect at the end of the month you have already paid for; we charge nothing further, and there is no cancellation fee.
Rescue ($1,485+)	The initial emergency response is supplied on the terms agreed when you engage us. Later remediation work follows the Optimisation / Hardening position above.

4. What is not a reason for a refund under this policy

We reduce risk; no provider can eliminate it. So under this policy the following are not, on their own, grounds for a refund:

• Not liking the findings of an assessment that was done with due care and skill. “Your site is in worse shape than you hoped” is the service doing its job.
• Your site being compromised later by someone else — an attacker, your host, or a plugin vendor — despite our services. Security reduces risk; it does not guarantee an outcome.

This does not apply where the compromise happened because we failed to take due care and skill. In that case §1 applies in full.

5. Payments and refund processing

• Card payments are processed by Airwallex. We do not store full card numbers.
• Approved refunds are paid to the original payment method.
• We process an approved refund within 10 business days. How long it then takes to appear in your account depends on your bank or card issuer.

6. How to ask for a refund

Email info@websiterescues.com.au with the subject line “Refund Request”, and include: – your name and business name – the service and invoice number (if you have it) – why you are asking

What we will do: – acknowledge your request within 5 business days – process an approved refund within 10 business days

If you’re not happy with our answer: – businesses can use the dispute resolution service of the Small Business Development Corporation (WA): smallbusiness.wa.gov.au, 133 140 – individuals can contact Consumer Protection WA: consumerprotection.wa.gov.au – the ACCC (accc.gov.au) is the national regulator of the Australian Consumer Law

7. Service delivery standards

• We aim to deliver each service within the timeframe on your quote, or as stated in writing at the start of the engagement.
• If we can’t meet a committed timeframe, we will tell you promptly and agree a revised timeline or, where appropriate, a remedy consistent with §1.
• Overwatch monitoring runs continuously from activation. Planned maintenance is announced in advance where practicable.

8. Questions

• Email: info@websiterescues.com.au
• Phone: 0489 900 851