The short version
If you are not happy with your website within 30 days of launch, tell us and we refund everything you have paid apart from the initial 50% deposit. You keep the domain and every account set up in your name. We will ask why so we can improve — but the refund does not depend on your answer.
On a standard build the deposit is half the project, so the guarantee covers the other half: the 20% paid at design sign-off and the 30% paid on completion.
Why the deposit is not refundable
The deposit pays for work that has already happened by the time you could ask for a refund — discovery, structure, design and the build itself. That time cannot be returned to us, so it is not returned to you. We would rather say that plainly up front than advertise a promise we would not honour.
How you pay
Every project is quoted individually as one fixed price, sent within one business day. That price is split across three payments:
| When | Amount | Refundable under the guarantee |
|---|---|---|
| To start the project | 50% deposit | No |
| When the design is signed off | 20% | Yes |
| On completion, before launch | 30% | Yes |
So if you paid in full and claimed the guarantee, you would receive 50% of the total project price back.
What the guarantee covers
- You are not happy with the finished website
- It does not do what we agreed it would do
- You simply changed your mind about the direction
You do not have to justify the decision. There is no panel, no review process and no requirement to let us "try again first" unless you want us to.
What it does not cover
- The 50% deposit, for the reason above
- Anything past 30 days from launch. The clock starts the day the site goes live, not the day you signed
- Third-party costs we paid on your behalf — domain registration, stock photography, paid plugins, app store fees. Those are passed through at cost and are not ours to refund
- Ongoing monthly work such as SEO retainers or hosting, which have no lock-in and can simply be cancelled
What you keep either way
- Your domain name, in your name
- Your Google Business Profile, Analytics and Search Console accounts
- Any content, photography or copy you supplied
We are removed as a user from your accounts and that is the end of it. Nothing is held hostage.
How to claim
Email sales@kyweb.com.au or call 0402 005 033 within 30 days of your site going live, and say you want to use the guarantee. We will confirm in writing and process the refund to the account you paid from. Expect it back within five business days.
Your rights under Australian Consumer Law
This guarantee is something we offer on top of the law. It does not replace or limit your rights under the Australian Consumer Law, which apply regardless of anything on this page — including the right to a repair, replacement or refund if a service is not delivered with due care and skill or does not match what was agreed.
Nothing here is intended to exclude those rights, and if anything on this page ever conflicts with them, the law wins.