Refund Policy

This Refund Policy explains the circumstances under which OneDayWeb (trading name of Cardow & Co Pty Ltd, ABN 66 678 386 073) provides refunds for our web design services.

By purchasing our services, you agree to this Refund Policy along with our Terms & Conditions. If you do not agree, please do not complete your purchase.

OneDayWeb operates from Queensland, Australia, and this policy is governed by Australian law, including the Australian Consumer Law (ACL).

1. Our Money-Back Guarantee

1.1 The Guarantee

If we miss your guaranteed deadline, you receive a 100% refund AND you keep the website.

This is our core promise. We are confident in our ability to deliver on time, and we back it with real money.

1.2 What "Guaranteed Deadline" Means

Your guaranteed deadline is the exact time and date calculated when you book your project:

Formula:

Guaranteed Deadline = Project Brief Completion Time + Project Timeline (in hours)


Example:

• You complete your Project Brief: Monday 2:00 PM AEST
• Your project timeline: 24 hours
• Your guaranteed deadline: Tuesday 2:00 PM AEST

"Delivery" means:

• ✅ Your website is ready for review at the deadline
• ✅ We send you a notification with preview link
• ✅ The website matches your Project Brief requirements

"Delivery" does NOT include:

• ❌ Time for you to review and approve
• ❌ Handover or transfer process
• ❌ Your hosting/domain setup time
• ❌ Any revision rounds (those are separate)

If we deliver your website at 1:45 PM and your deadline was 2:00 PM, the guarantee is met, even if you don't review it until the next day.

2. Eligibility Requirements for Money-Back Guarantee

2.1 You MUST Meet ALL Four Conditions

To qualify for a refund under our money-back guarantee, all four of these conditions must be met:

1. ✅ You completed the Project Brief on time

The Critical Rule: Complete your Project Brief within one-third (1/3) of your project timeline.

Project TimelineBrief Deadline24 hours8 hours after payment48 hours16 hours after payment72 hours24 hours after payment

If you miss this deadline:

• ❌ Money-back guarantee is void (even if we miss your delivery deadline)
• ✅ Your project will still be completed and delivered (possibly after the original deadline)
• ✅ You keep the website when we complete it
• ❌ No refund is owed, regardless of how late the delivery is

Why this matters: We can't guarantee a deadline if we don't have the information we need to start work on time.

2. ✅ You provided complete and accurate information

You must provide:

• All requested business information (industry, target audience, competitors)
• All brand assets (logos, photos, videos) in usable formats
• All website content (text, copy, key messages)
• Accurate contact and billing information

Incomplete information may:

• Delay your project
• Require additional clarification (see condition #3)
• Impact the quality of the final website

3. ✅ You responded to our requests within 4 hours

During the build process, we may need to ask clarifying questions:

• "Can you confirm the spelling of your business name?"
• "We need a higher resolution version of your logo"
• "Which of these two layout options do you prefer?"

You MUST respond within 4 hours (during Australian business hours: 9 AM - 5 PM AEST).

If you don't respond within 4 hours:

• ❌ The guarantee is void
• ⏸️ Your project may be paused until we hear from you
• ⚠️ The deadline may be missed due to your delay

We will contact you via:

• Email (to the address you provided)
• Dashboard messaging system
• Phone (if urgent and you provided a number)

4. ✅ We missed the deadline due to OUR failure

The deadline must be missed because of:

• Our failure to complete the work on time
• Our team's errors or delays
• Our capacity planning mistakes

The guarantee does NOT apply if the delay was caused by:

• ❌ Your late Project Brief submission (see condition #1)
• ❌ Your failure to respond to requests (see condition #3)
• ❌ Scope changes during the build (you requested different features mid-project)
• ❌ Force majeure events (natural disasters, pandemics, widespread internet outages, etc.)
• ❌ Third-party service failures beyond our control (Webflow downtime, Stripe outages, etc.)

2.2 If You Don't Meet All Four Conditions

If even ONE condition is not met:

• ❌ No refund is provided
• ✅ Your project will still be completed
• ✅ You receive the finished website
• ✅ You can purchase revisions if desired (see Section 5)

We will be transparent: If we believe a condition was not met, we will explain why in our refund decision.

3. What the Guarantee Does NOT Cover

3.1 No Refunds for Dissatisfaction

If we deliver on time and to the scope of your Project Brief:

❌ No refund if you don't like the design
❌ No refund if you change your mind
❌ No refund if you expected different features
❌ No refund based on subjective dissatisfaction

Why? OneDayWeb is designed to deliver quality, affordable websites quickly. We build exactly what you describe in your Project Brief.

If you're unhappy with the result:

• ✅ Purchase revision rounds to make changes (see Section 5)
• ✅ Request specific fixes if we clearly misunderstood your Brief
• ✅ Work with us to resolve any issues (we want you to be satisfied)

We will address clear errors:

• Typos or content mistakes we introduced
• Features missing that were explicitly in your Brief
• Broken functionality or technical issues

But subjective preferences (colors, layout, style) are not grounds for a refund if we delivered on time.

3.2 No Refunds for Late Brief Submission

If you don't complete the Project Brief within 1/3 of your timeline:

❌ No refund, even if we deliver after the original deadline
✅ Your project is still completed (we don't abandon you)
✅ You receive the finished website

Example:

• Payment: Monday 10:00 AM
• Project timeline: 24 hours
• Brief deadline: Monday 6:00 PM (8 hours after payment)
• You submit Brief: Tuesday 9:00 AM (15 hours late)

Result:

• ❌ Guarantee is void
• ✅ We still build your website
• ✅ We deliver it as soon as possible (may be after Tuesday 10:00 AM deadline)
• ❌ No refund is owed

3.3 No Refunds for Scope Changes

If you request changes to your Project Brief during the build process:

❌ No refund if the deadline is missed due to scope changes
⚠️ We may quote additional fees for significant changes
✅ Minor clarifications are fine and don't impact the guarantee

Examples of scope changes that void the guarantee:

• "Actually, I want 5 pages instead of 3"
• "Can we add e-commerce features?"
• "I changed my branding—here's a new logo and color scheme"
• "I rewrote all the content, please replace everything"

Minor clarifications that are fine:

• "Change the button text from 'Learn More' to 'Get Started'"
• "Fix the typo in the headline"
• "Use the landscape version of the photo instead"

3.4 No Refunds for External Delays

We are not responsible for delays caused by:

❌ Force majeure events:

• Natural disasters (floods, fires, earthquakes)
• Pandemics or public health emergencies
• Wars, terrorism, or civil unrest

❌ Third-party service failures:

• Webflow platform downtime
• Stripe payment processing issues
• Internet or telecommunications outages (beyond our network)
• Cloud provider failures (AWS, Cloudflare, etc.)

❌ Your delays:

• Late responses to our requests
• Late provision of assets or content
• Domain/hosting setup delays on your end
• Approval or handover delays

In force majeure events:

• ⏸️ Deadlines may be extended by the duration of the delay
• 💰 If delay exceeds 30 days, either party may cancel with full refund
• 📧 We will notify you as soon as reasonably possible

4. Cancellation & Refunds

4.1 Cancellation Before Project Starts (Within 48 Hours)

If you want to cancel BEFORE completing your Project Brief:

Timing: Contact us at info@onedayweb.io within 48 hours of payment

Refund Options:

✅ Full 100% refund if:

• You haven't completed the Project Brief yet
• No work has commenced
• Less than 48 hours since payment

⚠️ Partial refund if:

• You completed the Project Brief (work has started)
• We have allocated capacity and resources
• Refund = Project Total - Work Completed (at our hourly rate)

After 48 hours:

• ❌ Cancellations are subject to the money-back guarantee conditions (see Section 2)
• ⚠️ If Brief is completed, the countdown has started (no cancellation refunds)

Example:

• Within 48 hours + no Brief: Full refund ✅
• Within 48 hours + Brief completed: Partial refund (minus 2 hours of work) ⚠️
• After 48 hours + no Brief: Full refund ✅
• After 48 hours + Brief completed: No refund (countdown started) ❌

4.2 Cancellation After Project Starts

Once the countdown timer starts (Project Brief completed):

❌ Cancellations are NOT accepted
❌ No refunds for change of mind

Why?

• We have allocated capacity and dedicated resources to your project
• Your deadline slot prevents other clients from booking
• Work has commenced based on your requirements
• Our team is actively building your website

Your options if you no longer want the website:

• ✅ Let us complete the project (you receive the finished website, and can sell/transfer it)
• ✅ Request a refund only if we miss the deadline (see Section 2)
• ✅ Complete the project and hire another designer to modify it later

No "cooling off" period: Australian Consumer Law provides a 10-day cooling-off period for unsolicited sales. Since you initiated the purchase (not us), this does not apply.

4.3 OneDayWeb-Initiated Termination & Refunds

We reserve the right to terminate service and issue a full refund if:

❌ You violate our Terms & Conditions (abusive behavior, illegal content, fraudulent information)
❌ You fail to cooperate or respond to reasonable requests after multiple attempts
❌ Your project falls outside our service scope and we cannot deliver quality work
❌ Force majeure events make delivery impossible

If we terminate the service:

• ✅ Full 100% refund of your project payment
• ❌ You do NOT keep any work-in-progress (since termination is due to your violation or impossibility)
• ❌ We are not liable for consequential damages (lost profits, business opportunities, etc.)

We will notify you via email before terminating, except in cases of severe violations.

5. Revisions Are NOT Refundable

5.1 Revisions Are Separate from Refunds

OneDayWeb operates on a one-shot delivery model:

1. You provide the Project Brief
2. We build your website based on that Brief
3. We deliver the completed website at the deadline

The initial delivery is NOT a draft. It's the final product based on your instructions.

If you want changes after delivery:

✅ Purchase revision rounds (during booking or after delivery)
✅ Hire us for hourly revisions (billed separately)
❌ Refunds are NOT available instead of revisions

5.2 Clear Errors vs. Subjective Changes

We WILL fix clear errors for free:

✅ Typos or content errors we introduced
✅ Features explicitly in your Brief that are missing
✅ Broken links or technical bugs
✅ Responsive design issues (mobile/desktop)

We WILL NOT provide free revisions for:

❌ Design preferences ("I don't like this color")
❌ Content changes ("I want to rewrite the homepage")
❌ Feature additions ("Can you add a contact form?")
❌ Layout changes ("I want the logo on the left instead")

These require purchased revision rounds or hourly billing.

6. How to Request a Refund

6.1 Refund Request Process

If you believe you qualify for a refund under our money-back guarantee:

Step 1: Contact Us Promptly

📧 Email: info@onedayweb.io
⏰ Timeframe: Within 48 hours of the missed deadline
📋 Subject Line: "Refund Request - Project ID: [Your ID]"

Step 2: Provide Evidence

Include in your email:

• Project ID (from your dashboard)
• Guaranteed deadline timestamp (date and time)
• Evidence we missed the deadline (screenshots, emails, dashboard status)
• Confirmation you met all four conditions (Brief completed on time, responded to requests, etc.)
• Any relevant communication with our team

Step 3: Our Review Process

• ✅ We acknowledge your request within 24 hours
• 🔍 We review your project timeline, communications, and records
• 📋 We verify whether all four eligibility conditions were met (see Section 2)
• 📧 We respond with our decision within 2 business days

Step 4: Refund Processing (If Approved)

• ✅ Refund approved: Processed within 5-10 business days via Stripe
• 💳 Refund goes to your original payment method (credit card, etc.)
• 📧 You receive a confirmation email when refund is processed
• 🌐 You keep the website (transferred to your Webflow account or delivered as agreed)

Step 5: If Refund Is Denied

If we determine you don't qualify for a refund:

• 📧 We explain which condition was not met and why
• 📎 We provide evidence (timeline records, email timestamps, etc.)
• ✅ Your project is still completed and delivered
• ⚖️ You may escalate to dispute resolution (see Section 8)

6.2 Timeframe for Refund Requests

You MUST request a refund within 48 hours of the missed deadline.

Why?

• Ensures timely resolution
• Prevents disputes over old projects
• Allows us to review fresh records

After 48 hours:

• ⚠️ We may still consider your request on a case-by-case basis
• ❌ But we are not obligated to process late refund requests
• ⚖️ Australian Consumer Law protections still apply (see Section 7)

6.3 Refund Method & Currency

Refunds are processed via Stripe (same method you used to pay):

💳 Credit/Debit Card: 5-10 business days (may appear as credit on your next statement)
🏦 Bank Transfer: 5-10 business days (direct deposit to your account)
💱 Currency: Australian Dollars (AUD) - same amount you paid

We do NOT refund:

• ❌ Stripe processing fees (Stripe does not refund their fees to us)
• ❌ International transaction fees charged by your bank
• ❌ Currency conversion fees (if you paid in AUD from overseas)

Example:

• You paid: $1,000 AUD
• Stripe fee: ~$30 AUD
• You receive refund: $1,000 AUD (we absorb the Stripe fee)

7. Australian Consumer Law (ACL) Protections

7.1 Your Rights Under ACL Cannot Be Excluded

This Refund Policy does NOT exclude or limit your rights under Australian Consumer Law.

Under the ACL, you have guaranteed rights:

✅ Services must be provided with due care and skill
✅ Services must be fit for purpose
✅ Services must be delivered within reasonable time (if no specific time agreed)
✅ Services must match descriptions and representations

If we breach a consumer guarantee:

• You may be entitled to a refund, even if our Refund Policy says otherwise
• You may be entitled to compensation for losses
• You may choose a remedy (refund, re-performance, compensation)

7.2 Major vs. Minor Failures

Major Failure (under ACL):

If we:

• Completely fail to deliver your website
• Deliver a website that is unusable or fundamentally different from what you ordered
• Fail to deliver within a reasonable time (and you set a specific deadline)

Your rights:

• ✅ Cancel the contract and receive full refund
• ✅ Reject the service and seek compensation
• ✅ Keep the website and seek compensation for reduced value

Minor Failure (under ACL):

If we:

• Deliver on time but with minor defects
• Miss a non-critical feature (but website is functional)
• Make small errors that can be fixed

Your rights:

• ✅ We must fix the issue within reasonable time
• ✅ If not fixed, you may seek compensation for reduced value
• ❌ You cannot cancel the contract or demand full refund

7.3 "Reasonable Time" Under ACL

If no deadline is specified, ACL requires services to be provided "within a reasonable time."

For OneDayWeb:

• ✅ We specify exact deadlines (e.g., 24 hours from Brief completion)
• ✅ This makes the "reasonable time" requirement clear
• ✅ If we miss the deadline, you have grounds for a refund under ACL

Even if our Refund Policy conditions aren't met (e.g., you submitted Brief late), ACL may still entitle you to a remedy if we fail to deliver within a reasonable extended time.

7.4 How to Exercise ACL Rights

If you believe we have breached a consumer guarantee:

1. Contact us first: info@onedayweb.io to resolve the issue
2. Explain the breach: What guarantee was breached and how?
3. Request a remedy: Refund, re-performance, or compensation

If we don't resolve the issue:

📞 Australian Competition & Consumer Commission (ACCC)

• Website: www.accc.gov.au
• Phone: 1300 302 502

📞 Office of Fair Trading Queensland

• Website: www.qld.gov.au/fairtrading
• Phone: 13 QGOV (13 74 68)

⚖️ Queensland Civil and Administrative Tribunal (QCAT)

• For disputes under $25,000
• Website: www.qcat.qld.gov.au

8. Dispute Resolution

8.1 Contact Us First

Before taking legal action or filing a complaint, please contact us:

📧 Email: info@onedayweb.io
📋 Subject: "Refund Dispute - Project ID: [Your ID]"

We will:

• Acknowledge your dispute within 24 hours
• Review all project records, communications, and timelines
• Provide a detailed explanation of our decision
• Work with you in good faith to find a fair resolution

Most disputes can be resolved through direct communication.

8.2 Independent Review

If you disagree with our refund decision:

You may request an independent review by a third party:

• 🤝 Mediator (low-cost, non-binding)
• ⚖️ Arbitrator (binding decision)
• 🏛️ Tribunal or court (formal legal proceedings)

We prefer mediation as it's faster and more cost-effective for both parties.

8.3 Regulatory Complaints

You have the right to lodge a complaint with:

Office of Fair Trading Queensland

• Consumer disputes and ACL breaches
• Phone: 13 QGOV (13 74 68)
• Website: www.qld.gov.au/fairtrading

Australian Competition & Consumer Commission (ACCC)

• National consumer protection agency
• Phone: 1300 302 502
• Website: www.accc.gov.au

Office of the Australian Information Commissioner (OAIC)

• If the dispute involves privacy or data issues
• Phone: 1300 363 992
• Website: www.oaic.gov.au

8.4 Legal Proceedings

If all other avenues fail, you may commence legal proceedings:

Jurisdiction: Queensland courts (as specified in our Terms & Conditions)

Small Claims (under $25,000):

• QCAT (Queensland Civil and Administrative Tribunal)
• Low cost, informal process
• Website: www.qcat.qld.gov.au

Larger Claims (over $25,000):

• Queensland Magistrates Court or District Court
• We recommend seeking legal advice first

9. Partner Referral Program & Refunds

9.1 Impact on Partner Commissions

If you used a partner referral code and receive a refund:

❌ The partner does NOT receive their commission for your project
✅ If commission was already paid, we may deduct it from their future earnings
✅ You still received your 5% discount (we absorb that cost)

Why? Partner commissions are only paid on successfully completed projects to ensure quality referrals.

9.2 Partner Disputes

If a partner disputes a refund's impact on their commission:

• They must contact us at partners@onedayweb.io
• We will review the refund reason (missed deadline, termination, etc.)
• If the refund was due to our failure (missed deadline), the partner is not penalized
• If the refund was due to your violation (fraud, abuse), the partner may still be affected

Partners are independent contractors, not our employees. We do not guarantee their earnings.

10. Payment Processing & Record Retention

10.1 Refund Processing via Stripe

All refunds are processed through Stripe, our payment processor:

✅ Secure processing (PCI-DSS compliant)
✅ Automatic refund to original payment method
✅ Email confirmation when refund is issued
✅ Transparent processing timeline (5-10 business days)

We do NOT manually process refunds (no bank transfers, PayPal, cash, etc.). All refunds go through Stripe for security and record-keeping.

10.2 Transaction Record Retention

We retain transaction records for 7 years as required by Australian Taxation Office (ATO) regulations.

This includes:

• Original payment details
• Refund records
• Invoice and receipt information
• Project completion status

For data retention details, see our Privacy Policy.

10.3 Chargebacks & Credit Card Disputes

If you dispute a charge with your bank/credit card company (chargeback):

⚠️ Please contact us first before initiating a chargeback
⚠️ Chargebacks may incur additional fees and delays
⚠️ We will respond to chargebacks with evidence (project records, communications, delivery proof)

If a chargeback is successful:

• Your payment is reversed by your bank
• We may pursue recovery of funds if the chargeback was invalid
• Your access to OneDayWeb services may be suspended

Chargebacks should be a last resort. Our refund process is faster and simpler.

11. Changes to This Refund Policy

11.1 Updates & Notifications

We may update this Refund Policy from time to time to reflect:

✅ Changes in our services or business model
✅ Legal or regulatory requirements
✅ Customer feedback and fairness improvements

When we make changes:

• "Last Updated" date will be revised at the top of this document
• Material changes will be communicated via email to active clients
• Existing projects are governed by the Refund Policy in effect at the time of purchase (not retroactively changed)

Previous versions of this policy are available upon request: legal@onedayweb.io

12. Contact Information

12.1 Refund Requests & Inquiries

OneDayWeb (Cardow & Co Pty Ltd)
ABN: 66 678 386 073

📧 Refund Requests: info@onedayweb.io
📧 General Inquiries: info@onedayweb.io
📧 Legal/Policy Questions: legal@onedayweb.io
📧 Partner Program: partners@onedayweb.io

📬 Mailing Address:
PO Box 299
Unit 1/12 Blackall St
Woombye QLD 4559
Australia

🌐 Website: onedayweb.io
🌐 Client Dashboard: app.onedayweb.io

12.2 Business Hours

Email Support: Monday-Friday, 9:00 AM - 5:00 PM AEST
Response Time: Within 24 hours (typically much faster)

Refund requests are reviewed within 2 business days.

13. Summary & Key Takeaways

✅ When You Get a Refund

1. We miss the deadline + you met all four conditions (Section 2)
2. Cancellation within 48 hours before Brief completed (Section 4.1)
3. We terminate the service due to force majeure or our inability to deliver (Section 4.3)
4. Australian Consumer Law breach (major failure) (Section 7)

❌ When You Do NOT Get a Refund

1. Dissatisfaction with on-time delivery (Section 3.1)
2. Late Project Brief submission (Section 3.2)
3. Scope changes during the build (Section 3.3)
4. Your delays (late responses, late assets) (Section 2.1)
5. After countdown starts (no cancellation refunds) (Section 4.2)
6. Missing even one eligibility condition (Section 2.1)

💡 How to Request a Refund

1. Email info@onedayweb.io within 48 hours of missed deadline
2. Provide project ID, deadline timestamp, and evidence
3. We review and respond within 2 business days
4. If approved, refund processed in 5-10 business days via Stripe
5. You keep the website regardless of refund outcome

🛡️ Your Consumer Rights

• ✅ Australian Consumer Law protections cannot be excluded
• ✅ Right to complain to ACCC or Office of Fair Trading
• ✅ Right to seek independent mediation or legal action
• ✅ Right to clear explanations and fair treatment

This Refund Policy is effective as of the "Last Updated" date shown above. By using OneDayWeb services, you acknowledge that you have read and understood this Refund Policy.

Related Policies:

• Terms & Conditions
• Privacy Policy
• Cookies Policy