Refund Policy

1. General Policy

At Thumb Up Web, we strive to provide high-quality web services to our clients. This Return Policy outlines the circumstances under which refunds will be provided.

2. Refund Eligibility

• Before Website Building Starts: A full refund will be granted if the client requests a refund prior to the commencement of the website building process. In such cases, the client must notify us in writing of their intention to cancel the project. Once we receive the written notice and confirm that no work has begun on the website, we will initiate the refund process within 5 business days. The refund will be issued to the original payment method used by the client.
• After Website Building Starts: If the website building has already commenced, no refunds will be provided. This is because significant resources, including time and effort from our team of professionals, have been dedicated to the project.

3. Exceptions

In the event that we are unable to complete the website due to unforeseen circumstances on our part, such as technical difficulties that cannot be resolved within a reasonable timeframe or the unavailability of key personnel, we will offer the client a partial refund or an alternative solution, such as completing the project with an extended deadline. The specific terms of the partial refund or alternative solution will be determined on a case-by-case basis and will be communicated to the client in writing.

4. How to Request a Refund

Clients wishing to request a refund must send an email to support@thumbupweb.com.au with the subject line “Refund Request – [Client Name/Project Name/Order Number]”. In the body of the email, they should clearly state their name, contact information, the reason for the refund request, and the date they made the original purchase or agreement with us.

5. Refund Processing Time

Once we receive a valid refund request and determine that the client is eligible for a refund (i.e., the website has not started building), we will process the refund within 5 business days. The actual time it takes for the refund to appear in the client’s account may vary depending on the payment method used and the policies of the financial institution.

6. Policy Updates

This Return Policy may be updated from time to time. The most current version will always be available on our website at https://thumbupweb.com.au/refund-policy/. Clients are responsible for regularly reviewing the policy to stay informed of any changes. Any changes to the policy will not affect refund requests that are already in progress, provided the request was made in accordance with the policy in effect at the time of the original purchase or agreement.

7. Contact Information for Policy Inquiries

If you have any questions or need further clarification regarding this Return Policy, please contact us at support@thumbupweb.com.au.  Our customer support team will be happy to assist you.