Refund and Returns Policy

Conversion Matters AU

Last updated: January 2026

1. Overview

Conversion Matters AU (“we”, “us”, or “our”) is committed to providing professional services with due care, skill, and integrity.

This Refund & Returns Policy outlines how refunds, cancellations, and service-related concerns are handled in accordance with Australian Consumer Law (ACL).

Nothing in this policy limits or excludes your rights under applicable Australian consumer protection laws.

2. Scope of This Policy

This policy applies to services provided by Conversion Matters AU, including but not limited to:

  • Digital strategy and advisory services

  • Conversion and communication optimisation services

  • Research, analysis, and insight-led consulting

  • Educational content, workshops, and guidance

  • Custom strategy documents, audits, or recommendations

Because our services are often customised and intellectual in nature, refund eligibility depends on the circumstances outlined below.

3. Consumer Guarantees

Under the Australian Consumer Law, you are entitled to remedies if a service:

  • Is not provided with due care and skill

  • Is not fit for the purpose agreed upon

  • Does not match the description provided

  • Has a major failure that cannot be remedied

Where a major failure occurs, you may be entitled to a refund or other remedy as required by law.

4. Refund Eligibility

Refunds or partial refunds may be considered where:

  • The service was not delivered as agreed

  • A significant issue materially affected the service outcome

  • We are unable to deliver the service due to circumstances within our control

  • A service booking is cancelled within the applicable cancellation period

  • A legal consumer guarantee has not been met

Each request is assessed individually, taking into account the service scope, delivery stage, and work completed.

5. Non-Refundable Circumstances

Refunds will generally not be provided in the following situations:

  • The service has been delivered in accordance with the agreed scope

  • Work has commenced and deliverables have already been provided

  • The request is based solely on a change of mind

  • Outcomes did not meet expectations, but the service was delivered competently

  • Results were affected by third-party platforms, tools, or decisions outside our control

  • Delays or issues caused by incomplete or late information supplied by the client

Professional judgment, strategic recommendations, and advisory opinions are not guaranteed outcomes.

6. Cancellations and Rescheduling

Consultations and Scheduled Sessions

  • Cancellations made with reasonable notice may be rescheduled or refunded

  • Late cancellations or non-attendance may not be eligible for a refund

Project-Based Services

  • If a project is cancelled after work has commenced, any refund will reflect the proportion of work completed

  • Completed deliverables remain payable and usable by the client

7. Resolution Before Refunds

Where possible, we aim to resolve concerns through:

  • Clarification of deliverables or scope

  • Corrections or adjustments where appropriate

  • Additional explanation or guidance

  • Practical solutions aligned with the original engagement

Refunds are considered a last resort after reasonable efforts to resolve issues constructively.

8. How to Request a Refund or Remedy

To request a refund or raise a concern, please contact us with:

  • Your full name and contact details

  • Details of the service purchased

  • A clear explanation of the issue

Requests should be made within a reasonable timeframe after the service is delivered or the issue becomes apparent.

9. Assessment Timeframes

We aim to review refund or resolution requests promptly and fairly.

If additional information is required, we will contact you to ensure a complete and accurate assessment.

10. Changes to This Policy

This Refund & Returns Policy may be updated from time to time to reflect changes in law, business practices, or service offerings.

The current version will always be available on our website.

11. Contact Information

For refund requests or questions about this policy, please contact:

Conversion Matters AU
Website: https://conversionmattersau.com
Contact: via website contact form

Plain-English Summary

We take our work seriously.
If something goes wrong, we’ll address it fairly.
If a legal guarantee isn’t met, we’ll make it right.
And if expectations differ, we’ll talk it through before defaulting to refunds.

Because trust matters — and so do people.