Refunds
Refund and cancellation policy
Last updated 19 October 2026
We want you to be happy with the work. This policy explains what happens if you cancel or something goes wrong. It sits alongside your rights under the Australian Consumer Law and doesn’t limit them.
Your consumer guarantee rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. They must be provided with due care and skill, be fit for any purpose you told us about, and be delivered within a reasonable time. For a major failure, you can cancel and get a refund for the unused portion, or ask for compensation for the drop in value. For a minor failure, we’ll fix it within a reasonable time; if we don’t, you can have it fixed elsewhere and recover the reasonable cost, or cancel and get a refund.
Cancelling before work starts
If you cancel after approving a proposal but before we’ve started, we refund anything you’ve paid, minus any costs we’ve already paid to third parties for your project (such as a domain name), which we’ll show you.
Changing your mind after work starts
We don’t refund change-of-mind cancellations for work already done. You pay for the work completed up to the date you cancel, and we refund anything you’ve paid for work not yet done.
Monthly services
You can cancel a monthly service (the ads management retainer or the care plan) at any time by telling us in writing before your next billing date. We don’t charge for the following month. We don’t refund the current month unless the Veltrayo Promise or the Australian Consumer Law applies.
The Veltrayo Promise
If a month falls short because of our work, measured against the targets in your written agreement, we don’t charge that month’s management or care plan fee. If you’ve already paid it, we credit or refund it.
Ad spend
Ad spend is paid by you directly to Meta or Google, so we can’t refund it. Refunds of ad spend are a matter between you and the platform.
How to ask for a refund
Contact us with your name, business and what went wrong. We’ll reply within 5 business days and work with you to put it right. Approved refunds are paid to the original payment method within 10 business days.
Contact us
Questions about this policy? Contact us via the contact form.
Veltrayo Scaling, a trading name of Ashton Bibaeff (sole trader) · ABN 99 466 497 900 · Perth, Western Australia