Refund and Cancellation Policy

Last updated: August 2026

Tyack Ecommerce Solutions provides customised website projects, Shopify store builds, ecommerce services, digital marketing services, consultations, reports and digital products. Because these services are generally customised, delivered digitally or commenced shortly after purchase, they cannot be returned in the same way as a physical product.

This policy explains how cancellations, project concerns and refund requests are handled. Nothing in this policy limits any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Change-of-Mind Requests

Tyack Ecommerce Solutions does not provide an automatic 30-day change-of-mind refund or a blanket 100% satisfaction guarantee.

If you change your mind before work has commenced, please contact us as soon as possible. We will review the request and may provide a full or partial refund, less any reasonable payment-processing fees, third-party costs or other costs already incurred in preparing for the project.

Once work has commenced, any change-of-mind refund will be assessed according to the work already completed, time reserved, project resources committed and non-refundable third-party costs incurred. A full refund will not normally be available where substantial work has already been completed or delivered.

2. Custom Website Builds and Service Projects

Custom Shopify stores, WordPress websites, migrations, redesigns, setup services, digital marketing services and other professional projects are completed according to the scope shown on the relevant product page, proposal, invoice or written agreement.

If you believe that the delivered work does not match the agreed scope, please contact us promptly and explain the issue. We will review the concern and, where appropriate, work with you to correct an issue that relates directly to the agreed project scope.

Requests for additional pages, products, functionality, design changes, content, integrations or other work outside the agreed scope are not treated as defects and may require an additional quote.

3. Shopify Store and Digital-Asset Transfers

Where a Shopify store, domain name or other digital asset has already been transferred, a refund cannot be processed by physically returning a package.

If a refund or cancellation is approved after a transfer has begun, the client must reasonably cooperate with the digital handback process. Depending on the assets involved, this may include:

• returning or transferring Shopify store ownership and administrator access;
• returning control of any included domain name, business email or social media account;
• removing Tyack Ecommerce Solutions from payment, advertising or supplier accounts where appropriate;
• returning or deleting supplied files, reports, templates, data and other project materials;
• ceasing to use transferred branding, website content or other intellectual property where ownership has been reversed; and
• completing any reasonable platform verification steps required to restore ownership or access.

A refund may be delayed until the agreed digital assets and access have been returned or otherwise dealt with to the reasonable satisfaction of both parties.

Some third-party purchases and transfers may not be reversible. Domain registrations, platform subscriptions, app fees, advertising spend, premium-theme licences, supplier fees and other third-party costs may be excluded from a refund to the extent that they have already been incurred and cannot reasonably be recovered.

4. Digital Products and Downloadable Materials

Digital guides, templates, reports, workbooks and other downloadable products are generally not refundable for change of mind once they have been accessed, downloaded or delivered.

If a digital product is faulty, cannot be accessed or is materially different from its description, please contact us so that we can provide access, replace the file, correct the issue or offer another appropriate remedy.

5. Consultations, Mentoring and Booked Services

If you need to cancel or reschedule a consultation, mentoring session or other booked service, please provide as much notice as possible.

Cancellations made before the service has begun will be reviewed reasonably, taking into account the notice provided and any time or costs already committed. Missed appointments or cancellations made after substantial preparation may not qualify for a full refund.

6. Digital Marketing, Advertising and SEO Services

Fees paid for Google Ads management, SEO, email marketing, audits, strategy and other digital marketing services relate to the professional work performed and do not represent a guarantee of sales, revenue, rankings, enquiries or profitability.

Advertising spend paid directly to Google, Meta or another advertising platform is controlled by that platform and is not refundable by Tyack Ecommerce Solutions.

If you believe an agreed marketing service has not been delivered, contact us with the relevant details so that we can review the work completed and determine an appropriate response.

7. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Services must generally be provided with due care and skill, be fit for any agreed purpose and be supplied within the agreed timeframe or, where no timeframe is agreed, within a reasonable time.

If a service does not meet an applicable consumer guarantee, the available remedy will depend on the nature and seriousness of the problem. This may include correcting or re-performing the service, providing a partial refund, cancelling the affected service or providing another remedy required by law.

Any handover-support period or project warranty described on our website is additional to, and does not replace, rights that may apply under the Australian Consumer Law.

8. How to Request Assistance or a Refund

To raise a concern, cancel a service or request a refund, contact:

Tyack Ecommerce Solutions
Email: contact@tyack.com.au
Website: www.tyack.com.au

Please include your name, order or invoice number, the service purchased and a clear description of the issue or reason for the request. We may ask for further information so that we can properly assess the matter.

9. Approved Refunds

If a refund is approved, it will generally be issued to the original payment method unless another method is agreed or required.

Processing times after a refund has been issued are controlled by the relevant bank, card provider, PayPal, Shopify Payments or other payment provider.

Due to the nature of digital marketing, consulting, website development and creative services, refunds are generally not provided once work has commenced.

Where services have already been delivered, advice provided, consultations undertaken, strategies developed or project work commenced, fees paid are non-refundable.

Refund requests will be assessed on a case-by-case basis in accordance with Australian Consumer Law.

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10. Related Policies

This Refund and Cancellation Policy should be read together with our Terms of Service and Digital Delivery, Project Fulfilment and Website Transfer Policy.