1. Australian Consumer Law
Consumer guarantees and other rights that cannot lawfully be excluded continue to apply. If a service fails to meet a statutory guarantee, the available remedy may include re-supply, cancellation, refund or compensation depending on whether the failure is major and on the circumstances. A statement that a supplier cost is non-recoverable does not remove a statutory right.
2. Change of mind and service work
Unless an order states a cooling-off or trial period, we do not promise change-of-mind refunds for work already performed, reserved capacity, setup work or a service period already supplied. If you cancel before work starts and before a supplier transaction is committed, we will refund the uncommitted amount, less any clearly disclosed and reasonably incurred cost.
3. Domains, certificates and supplier transactions
Domain registration, renewal, transfer, redemption, premium-name and certificate transactions are often submitted immediately to an external supplier and may be irreversible. Once successfully committed, those supplier fees are generally not refundable for change of mind, spelling error, eligibility failure caused by inaccurate customer information or a decision not to use the name. If a supplier rejects or cannot complete a transaction and no licence or benefit is supplied, we will reverse or refund the uncommitted amount. You are responsible for checking the requested domain, registrant and licence period before approval.
4. Recurring hosting and Site Builder
You may cancel future renewal using the documented account or support process. Cancellation takes effect at the end of the current paid period unless the order states otherwise. Unused time in a monthly or annual period is not automatically refunded for change of mind, but we may offer a pro-rata credit at our discretion and statutory remedies remain available. If Tomedia ends a prepaid service for convenience without offering a reasonable replacement, we will refund the unused prepaid portion. If a service is terminated for a serious customer breach, refund eligibility depends on the circumstances, non-recoverable costs and applicable law.
5. How to request a remedy
Email [email protected] with the account, order or invoice reference, the service affected, the issue, relevant dates and the remedy requested. We may ask for information needed to verify authority and investigate. Approved refunds are returned to the original payment method where practicable. Bank and payment-provider processing times are outside our control. Please contact us before starting a chargeback so we can investigate. This request does not restrict a lawful chargeback or complaint right.