Refunds and cancellations

Our services come with guarantees under the Australian Consumer Law that can’t be excluded. We must do the work with due care and skill, make it fit for the purpose you told us about, and finish it within a reasonable time.

If something we did has a major problem, you can cancel and ask for a refund, or ask for compensation for the drop in value. If the problem is minor, we’ll fix it for free within a reasonable time. Nothing on this page takes those rights away.

• Before design work starts: we refund your deposit in full.
• After design work starts: the deposit covers the work done so far and isn’t refunded. If we’ve done more than the deposit covers, you pay for the extra work to that date, at the rate in your quote.
• If you’ve paid more than the value of the work done, we refund the difference.

Whatever we’ve finished and you’ve paid for is yours to keep.

Care plans run for at least 3 months, then month to month. To cancel, give us 30 days’ written notice by email. Monthly fees are paid in advance and aren’t refunded for part months.

If you leave during a longer minimum term, you pay only the part of the build we haven’t recovered:

• $70 for each month left on a 12-month pay-monthly Launch site.
• $140 for each month left on a 6-month one.
• The build discount, reduced by a sixth for each month you stayed.
• Social media plans and App care: the months left in the minimum at half the monthly fee.

Tell us as soon as you notice. We’ll fix our mistakes at no cost. If a care plan month falls short of the uptime we promise, you can claim a credit on the next month’s fee. If we can’t fix a problem, we’ll refund the part of the fee that covers it.

We pay refunds to the card or account you paid with, within 10 business days of agreeing the amount. Prices and refunds are in Australian dollars, and include GST where GST was charged.

Email hello@kaslu.com.au or call [PHONE] with your name, business and what you’d like. We reply within 2 business days.

If we can’t agree, the dispute steps in our terms of service apply, and you can also contact NSW Fair Trading or the NSW Small Business Commissioner.