Refund & Cancellation Policy

Last updated: 23 June 2026

This policy applies to services supplied by True North Innovations Pty Ltd (ABN 34 677 383 149) ("TNI", "we", "us" or "our").

It should be read with our Terms & Conditions, Privacy Policy, Direct Debit Request Service Agreement, and your quote, Service Schedule, subscription or Engagement.

1. Our services

We provide professional and digital services including SEO, Google Ads management, website development, custom CRM development, automation, AI consulting, analytics, reporting and related support.

Because these services are usually tailored, delivered over time and dependent on client input and third-party platforms, refunds and cancellations are handled differently from off-the-shelf products.

TNI supplies services to business clients. Some business clients may have rights under the Australian Consumer Law or other laws that cannot be excluded. Nothing in this policy limits any right, guarantee or remedy that cannot legally be excluded.

2. Australian Consumer Law and non-excludable rights

TNI supplies services to business clients. Some business clients may have rights under the Australian Consumer Law or other laws that cannot be excluded. Nothing in this policy limits any right, guarantee or remedy that cannot legally be excluded.

If the law requires a refund, credit, re-performance, cancellation right or other remedy, we will provide the remedy required by law.

3. No change-of-mind refund once work starts

Unless the law requires otherwise, we do not generally provide refunds simply because you change your mind after work has started, decide you no longer need the service, do not use the service, delay in providing information or access, or are unhappy with results that depend on factors outside our control.

Factors outside our control may include search engine changes, advertising platform changes, competition, market demand, customer behaviour, platform review decisions, tracking limitations, your product or service offering, pricing, reputation, sales process or website history.

4. Deposits and upfront payments

Some Engagements require a deposit, setup fee or upfront payment.

A deposit or setup fee may cover discovery, planning, strategy, account setup, technical configuration, design or development preparation, reserved team capacity, initial campaign work, third-party costs and administration.

Once work has started, deposits and setup fees are generally not refundable except where required by law or where we agree otherwise in writing.

If a project is cancelled before work starts, we will assess whether a refund is appropriate after deducting reasonable costs already incurred.

5. One-off projects

For one-off projects, the quote or Service Schedule may set out milestones and payment dates.

If you cancel a one-off project after work has started:

1. you must pay for work performed up to the cancellation date;
2. you must pay third-party costs incurred or committed;
3. we may invoice for approved milestones or partially completed work;
4. we may deduct reasonable costs from any amount already paid; and
5. any refund will depend on work completed, costs incurred and your rights under law.

6. Monthly retainers and subscriptions

If you sign up for a monthly retainer or subscription, the Service Schedule or ERPNext contract sets out the monthly fee, billing date, services included and minimum term.

Unless the Service Schedule says otherwise, recurring retainers have a six-month minimum term.

After the minimum term, the retainer continues month to month until cancelled in accordance with this policy or the Service Schedule.

7. Cancelling during the minimum term

Unless the law gives you a right to cancel, we materially breach the Engagement and do not fix the breach within a reasonable time, or we agree otherwise in writing, you may not cancel a minimum-term retainer early without paying any applicable early termination amount.

If you end a minimum-term retainer early without a legal right to do so, the early termination amount may equal the unpaid fees for the rest of the minimum term, less any costs we reasonably avoid because the services end early, and excluding any third-party costs not actually incurred or committed.

If you ask to stop work during the minimum term, we may agree to pause or vary the services, but any agreement must be in writing.

If you breach the Engagement, fail to pay, cancel the direct debit, deny access, or prevent us from performing the Services, fees or an applicable early termination amount for the minimum term may still remain payable unless the law requires otherwise.

8. Cancelling after the minimum term

After the minimum term, either party may cancel a monthly retainer by giving 30 days' written notice unless the Service Schedule states a different notice period.

Notice should be sent to:

• accounts@truenorthinnovations.com.au for billing cancellations; and
• info@truenorthinnovations.com.au for general service cancellation.

The cancellation takes effect at the end of the notice period. Fees remain payable during the notice period.

9. Fees already billed

Fees already billed are not automatically refundable. However, we will provide any refund, credit, re-performance, cancellation right or other remedy required by the Australian Consumer Law or any other applicable law.

Where the Australian Consumer Law does not require a remedy, we may assess refund or credit requests by considering the agreed scope, work performed, costs incurred, third-party costs, committed capacity, and whether we have had a reasonable opportunity to fix the issue.

If you believe a billed amount should be refunded or credited, contact us and we will assess the request against the Engagement, work performed, third-party costs, and your rights under the Australian Consumer Law.

10. Direct debit cancellation

You can ask us to change, pause or cancel a direct debit authority. You can also ask your bank to stop a direct debit.

Cancelling or stopping the direct debit authority prevents future debit attempts under that authority, but it does not automatically cancel the Service Schedule, end a minimum term, remove fees already incurred, remove third-party costs, remove notice-period fees or remove any amount you already owe.

If you cancel a direct debit while amounts remain payable, we may issue an invoice, request another payment method, suspend services or take lawful steps to recover the amount.

11. Failed, dishonoured or reversed payments

If a payment fails, is dishonoured, is reversed or is disputed, we may notify you, retry payment, ask you to pay another way, pass on reasonable third-party dishonour or payment-failure fees where permitted, pause or suspend services, and require payment in advance before work continues.

A failed payment does not cancel your Engagement or remove amounts owed.

12. Third-party costs and advertising spend

Third-party costs are generally not refundable by us.

This may include Google Ads or other advertising spend, hosting fees, software subscriptions, plugin licences, stock images, call tracking, SMS/email sending costs, AI or API usage fees, domain registration, payment processor fees and other costs incurred or committed on your behalf.

If a third-party platform offers a refund or credit, we will reasonably assist where the cost was managed by us, but we cannot guarantee the third party will provide a refund.

13. Refund assessment

If you request a refund, we may assess:

1. what services were agreed;
2. what work was performed;
3. what was delivered;
4. whether any issue was caused by us, you or a third party;
5. whether we have had a reasonable opportunity to fix the issue;
6. third-party costs incurred;
7. the stage of the project or retainer;
8. the amount paid;
9. any unpaid amounts; and
10. your rights under the Australian Consumer Law.

Where appropriate, we may offer correction, re-performance, a credit, a partial refund, a refund required by law, or another reasonable remedy.

14. How to request a refund or cancellation

Email info@truenorthinnovations.com.au or accounts@truenorthinnovations.com.au, or call 03 4158 4444.

Please include your name, business name, service or plan name, invoice or subscription reference if available, the reason for the request, and the outcome you are asking for.

We aim to respond within a reasonable time, usually within a few business days.

15. Chargebacks and disputes

If you dispute a payment through your bank or payment provider without first contacting us, we may still contact you to understand the issue and resolve the matter.

If a payment is disputed, reversed or charged back and the amount remains payable under the Engagement, we may suspend services and take lawful steps to recover the amount.

Nothing in this section limits your legal rights.

16. Contact

True North Innovations Pty Ltd
ABN: 34 677 383 149
General enquiries: info@truenorthinnovations.com.au
Accounts and billing: accounts@truenorthinnovations.com.au
Phone: 03 4158 4444