Refund & Cancellation Policy

1. Our services

True North Innovations Pty Ltd (ABN 34 677 383 149) provides professional services such as SEO, Google Ads management, website development, custom CRM development and AI consulting. Because these are services (often delivered over time and tailored to you), refunds work differently than for off-the-shelf products.

2. Deposits and upfront payments

Some Engagements require a deposit or an upfront payment before work begins. A deposit reserves our time and covers initial work, so it is generally non-refundable once we have started, except where the law says otherwise.

3. Cancelling an ongoing service

• You may cancel an ongoing service by giving us notice as set out in your Engagement.
• Fees for work already done, and for the agreed notice period, remain payable.
• Where we have pre-paid costs on your behalf (for example, tools or advertising spend), those amounts are not refundable.

4. Refunds

If something has gone wrong, please contact us first — we will always try to make it right. We may offer a refund or re-do the work where:

• We have not delivered a service we were paid for; or
• A service has a problem that breaches a guarantee under the Australian Consumer Law.

Refunds are not generally available simply because of a change of mind once work has started, or because of results that depend on factors outside our control (such as search engine or platform changes).

5. Direct debit (BECS) payments

We collect many payments by Australian bank account direct debit (BECS Direct Debit), processed securely by Stripe. A few things to know:

• BECS Direct Debit is a delayed payment method — funds can take a few business days to clear.
• We treat a payment as complete only once Stripe confirms it has succeeded. We will not start or confirm paid work based on an unconfirmed payment.
• You can cancel a direct debit arrangement by contacting us, and you can also ask your bank to stop a direct debit. Cancelling a direct debit does not, by itself, cancel fees you already owe.
• If a direct debit is dishonoured or reversed, we may pause work and ask you to pay another way.

6. How to request a refund or cancel

Email us at info@truenorthinnovations.com.au or call 03 4158 4444. Please include your name, business name and details of your request. We aim to respond within a reasonable time, usually within a few business days.

7. Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded.

8. Contact us

True North Innovations Pty Ltd (ABN 34 677 383 149)
Email: info@truenorthinnovations.com.au
Phone: 03 4158 4444