Refund Policy
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Who this applies to
This policy applies to every payment made to Nitro Sites for a project, a care plan, hosting, a subscription or any other service, by any customer, in any country.
We work with customers around the world and we keep one policy for everyone. These terms are governed by the laws of New South Wales, Australia. If the law where you live gives you consumer rights that cannot be excluded by agreement, those rights apply in addition to this policy, and nothing here reduces them. Where anything below appears to conflict with such a right, the right prevails.
Our starting position
We are a services business. Once we have started work, that work has been done, and payment for it is not refundable. Refunds are rare in our line of work and we treat every request individually and fairly.
Projects and one-off work. A deposit or milestone payment pays for the stage of work it relates to. Once that stage has begun, the payment for it is not refundable. If you cancel before a stage has begun, the payment for that unstarted stage can be refunded on request.
Care plans, hosting and subscriptions. You can cancel at any time, and your service continues until the end of the period you have already paid for. We do not refund the unused part of a paid period.
Domain names, licences and third party costs. Anything we buy on your behalf from a third party is subject to that third party’s terms, and is generally not refundable once purchased.
Payment processing fees
Our payment provider charges a processing fee on every transaction, and that fee is not returned to us when a refund is issued. Where we refund you as a courtesy or by agreement, the refund is the amount you paid less that processing fee.
When you receive the full amount back
In each of the following situations you receive everything you paid, with no deduction of any kind, and we absorb the processing fee ourselves:
- We charged you twice, charged the wrong amount, or charged you for something you did not buy.
- The payment was not authorised by you.
- The law that applies to you entitles you to a refund.
Customers in Australia have rights under the Australian Consumer Law, including a right to a refund where a service has a major problem. Those rights sit alongside this policy and are not limited by it.
How a refund reaches you
A refund is returned to the payment method you used. How quickly it appears is decided by your bank or card issuer, which is usually a few business days and occasionally longer. One refund arrives as one credit on your statement. If for any reason a refund has to be split, we tell you the total and how many credits to expect, so you never have to add them up yourself.
Before you contact your bank
If something is wrong with a charge, please contact us first. We can resolve almost everything directly and far faster than a chargeback, which can take weeks and may suspend the service you are disputing while it is investigated.
How to ask
Email us with the invoice or payment reference and what happened. If your situation is one of the full-refund cases above, say so and we will process the full amount. Otherwise we will tell you plainly what you will receive before we process anything, so there are no surprises on your statement.