Refund Policy

1The short version

We don't offer change-of-mind refunds. We do honour every right you have under the Australian Consumer Law, and we'd rather fix a problem than argue about it.

Almost everything we sell can be sampled before you pay: Week 1 of Eleven is free and public, Chapter 8 gives you a preview before checkout, this week's Bulletin is free to read, and Bogan's Money Making Secrets is free to read in full. Try the free version first — that's what it's there for.

2Your rights under Australian law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. In broad terms, what we sell must be of acceptable quality, match its description, be fit for the purpose we said it was for, and actually be delivered to you.

If we don't meet those guarantees, what you're entitled to depends on how serious the problem is.

Tell us first. Most "faults" turn out to be an expired link or an email in a spam folder, and we can usually sort those out the same day.

3Change of mind

We don't give refunds for change of mind. That includes deciding a course isn't for you, not finding the time to use it, buying the wrong item when the right one was clearly described, or already knowing the material.

Australian law doesn't require a business to refund change of mind, and because our products are delivered instantly and can't be returned in any meaningful sense, we don't offer it voluntarily either. What we offer instead is the chance to try before you buy — see the short version above for what's free.

4Digital products (books, PDFs, downloads)

Digital products are delivered immediately by email as a personal download link. Once that link has been sent, the product has been supplied and no change-of-mind refund is available.

We will replace, re-send or refund a digital product if:

• the file is corrupted, incomplete or won't open;
• you received a different product from the one you bought;
• the product is materially different from how it was described on this site; or
• you never received the email at all and we can't get it to you.

Download links expire seven days after they're issued. An expired link is not a fault and is not a reason for a refund — email us and we'll issue you a fresh one, free, for as long as we sell the product.

5Courses, memberships and access products

Course access, memberships and access codes are supplied the moment your code is emailed or your account is unlocked. From that point the product has been delivered.

This covers School of Boganster, Chapter 8, the School of Bogans English course, and Eleven.

• No refund for change of mind, including after you've started the course or redeemed an access code.
• No refund for not using it. Buying a course and never opening it isn't a fault in the course.
• If content is promised and never delivered, or access breaks and we can't restore it in a reasonable time, that's a failure of a consumer guarantee and section 2 applies.

Access codes are single use and tied to one account. A code that's already been redeemed can't be refunded or transferred.

6Cancelling a subscription

Subscriptions — the monthly and yearly Boganster memberships, the monthly English course and the live one-to-one lessons — can be cancelled at any time by emailing info@webpages.com.au. There's no cancellation fee, no minimum term and nobody will ring you to talk you out of it.

• Cancelling stops the next payment. It doesn't refund payments already made.
• You keep access until the end of the period you've already paid for. We don't pro-rata a part-used month or year.
• Cancel before your renewal date. If you cancel the day after a renewal, that renewal isn't automatically refunded — though see the next point.
• If a renewal genuinely catches you out — you meant to cancel, you haven't used the new period, and you tell us promptly — email us. We'll look at it sensibly rather than hiding behind this paragraph.

Please send cancellations from the email address on the account, or tell us which address it's under, so we can find it.

7Physical goods

This applies to merchandise such as the T-shirt, which we post to you.

• Faulty, damaged in transit, or the wrong item sent: tell us within a reasonable time of delivery and we'll replace it or refund it, including return postage where the fault is ours.
• Wrong size ordered: that's change of mind, so a refund isn't guaranteed. Get in touch anyway — if the item is unworn, unwashed and in original condition we'll usually swap it, with you covering return postage.
• Never arrived: contact us and we'll chase it or resend. Don't sit on it — the sooner you tell us, the more we can do.

We currently ship to Australia, New Zealand, the United Kingdom, the United States, Canada and Thailand. Delivery times depend on the postal service and are outside our control.

8Services and web design work

Website builds, graphic design, printing, translations, social media management and consultancy are quoted individually by email. Because the work is custom and begins as soon as it's booked, these are handled differently from off-the-shelf products.

• Deposits are non-refundable once we've started work, since the deposit reserves the time and covers work already done.
• If you cancel partway through, you're charged for work completed up to that point and anything already paid beyond that is refunded.
• If the work isn't up to scratch, our first response is to fix it — that's what the free upgrade window on each package is for. If we can't put it right within a reasonable time, section 2 applies.
• Third-party costs already spent on your behalf — domain registration, hosting, stock images, printing — can't be refunded once they're paid out.

Booked lessons and coaching blocks are subject to the same principle: tell us in advance and we'll reschedule; miss a session without notice and it's treated as delivered.

9Duplicate or unauthorised charges

Duplicate purchases — if you accidentally buy the same thing twice, tell us and we'll refund the duplicate in full. No argument, no restocking fee.

Pricing errors — if a product is listed at an obviously wrong price, we may cancel the order and refund you in full rather than fulfil it. We'll tell you if that happens.

Charges you don't recognise — contact us before your bank. Payments appear on your statement through our payment processor, so the name on the statement may not be the one you expect. If a charge really was unauthorised, we'll refund it and help you sort it out.

10How to request a refund

Email info@webpages.com.au. There's no form to fill in. To get it sorted quickly, include:

• the email address you used at checkout;
• what you bought and roughly when;
• your receipt or order confirmation if you still have it; and
• what went wrong — a screenshot or the error message helps enormously.

We aim to reply within 2 business days and to resolve a refund request within 10 business days of agreeing to it. If something's going to take longer, we'll tell you why rather than going quiet.

11How refunds are paid

• Refunds go back to the original payment method. We can't redirect a refund to a different card, account or person.
• Refunds are processed through our payment processor, Stripe. Once we send it, your bank usually takes 5 to 10 business days to show it. That part is out of our hands.
• Refunds are made in the currency you were charged in. If your bank converted the payment, exchange-rate movement between purchase and refund may leave a small difference we can't control or make up.
• Where a refund is granted for a course or membership, your access to that product ends.

12Chargebacks

If you think something's wrong, please email us before raising a chargeback with your bank. We can almost always fix it faster and with less hassle than a disputed transaction, which takes weeks and locks both of us into a formal process.

Raising a chargeback doesn't cost you your legal rights, and this paragraph isn't a condition of buying — it's a request. Where a chargeback is raised on a product that was delivered as described, we may suspend access to it while the dispute is decided.

13Contact us

Refund requests, complaints and questions about this policy all go to the same place.

Not happy with how we've handled it? You can contact the ACCC or your state or territory consumer protection agency for advice about your rights.

See also our Terms and Conditions and Privacy Policy.