Our 30-day guarantee, in plain English
What you get back, what you don’t, and how to ask for it.
On this page
The short version
If you’re not happy with your website within 30 days of launch, tell us and we’ll refund everything you’ve paid apart from the initial 50% deposit. That’s half the project price back. You keep your domain and every account set up in your name.
We’ll ask why so we can improve, but the refund doesn’t depend on your answer.
Why the deposit isn’t refundable: by the time you could ask for a refund, the deposit has paid for work that’s already happened: planning, structure, design and the build itself. We’d rather say that plainly up front than advertise a promise we wouldn’t keep.
How you pay
Every project is quoted as one fixed price, sent within one business day, and paid in three parts:
| When | Amount | Refundable under the guarantee |
|---|---|---|
| To start the project | 50% deposit | No |
| When you approve the design | 25% | Yes |
| When it’s finished, before it goes live | 25% | Yes |
So if you’d paid in full and used the guarantee, you’d get 50% of the total price back.
What it covers
- You’re not happy with the finished website
- You’ve simply changed your mind about the direction
You don’t have to justify it. There’s no review process, and no requirement to let us “try again first” unless you want us to.
If the site doesn’t do what we agreed in writing, that isn’t a guarantee claim. That’s our job: we fix it at no cost. The guarantee is for everything else.
What it doesn’t cover
- The 50% deposit, for the reason above
- Anything more than 30 days after launch. The clock starts the day the site goes live, not the day you signed
- Third-party costs we paid on your behalf, like domain registration, stock photos, paid plugins or app store fees. These are passed on at cost and aren’t ours to refund
- Ongoing monthly work like SEO or hosting, which has no lock-in and can simply be cancelled
What you keep either way
- Your domain name, in your name
- Your Google Business Profile, Analytics and Search Console accounts
- Any content, photos or text you supplied
We remove ourselves from your accounts and that’s the end of it.
If you ever leave us
Whether or not you use the guarantee, you can move to someone else whenever you like. This is what you get:
- Your domain, which is already registered in your name, so there’s nothing to transfer back
- Every admin login, after which we remove ourselves from your accounts
- A full copy of your site: the files and, for WordPress sites, the database. Shopify stores stay in your own Shopify account
- Answers to your new developer’s questions, so the move goes smoothly
There’s no exit fee and no notice period. Hosting with us is month to month, and stops at the end of the month you cancel.
How to claim
Email sales@kyweb.com.au or call 06 880 1844 within 30 days of your site going live, and say you want to use the guarantee. We’ll confirm in writing and refund the account you paid from within five business days.
Your legal rights
This guarantee is given by KY Web Pty Ltd (ABN 77 700 874 924).
In New Zealand, this guarantee is something we offer on top of the law. It doesn’t replace or limit your rights under the Fair Trading Act and, where it applies, the Consumer Guarantees Act. If anything here ever conflicts with those rights, the law wins.
In Australia, the same applies under the Australian Consumer Law.
Still deciding?
Ask us anything about the terms before you commit. We’d rather answer it now than have it come up later.