Working Together: Bookings, Payments & Cancellations

Working together should feel straightforward and transparent.

This page outlines how I structure projects, payments, and ongoing work so you know exactly what to expect.

If anything here feels unclear, you’re always welcome to ask — I’m here to make the process as smooth as possible.

By choosing to work together, you’re agreeing to these terms so everything runs smoothly for both of us.

Focus Days (Half / Full Day)

Focus Days are dedicated blocks of time reserved for your project.

Scheduling

Once your Focus Day is booked, I’ll schedule it within the next available working week. This allows me to prioritise your project and keep things moving quickly. I’ll confirm your allocated day shortly after booking.

If you have any specific timing constraints, just let me know when booking and I’ll do my best to accommodate.

Payment

A 50% deposit is required upfront to secure your booking.

The remaining 50% is due upon completion of the agreed scope of work, at which point an invoice will be issued. Final files, access, or handover may be withheld until full payment has been received.

Late Payments

Invoices not paid by the due date will incur a late fee of $30 for every 7 days the invoice remains unpaid. Late fees are capped at $300 per invoice.

Rescheduling & Cancellations

You can reschedule with at least 48 hours’ notice.
Cancellations within 48 hours are non-refundable, as the time has been set aside.

If something unexpected comes up, I’ll always do my best to be reasonable.

» Read the full Website Fixes / Focus Day Terms of Service «

Website Projects

Payment Terms

Projects require a 50% deposit to begin, with the remaining balance due once the website is ready for review.

Late Payments

Invoices not paid by the due date will incur a late fee of $30 for every 7 days the invoice remains unpaid. Late fees are capped at $300 per invoice.

Completion & Review

Once your website is built and ready, you’ll have 7 days to review it and request any final revisions.

If no feedback is received within that time, the project will be considered complete and the final invoice will be due.

Launch

The website will be launched (or handed over) once the final balance has been paid.

Cancellations & Refunds (Projects)

  • If you cancel before work begins, your deposit will be refunded minus any time already spent on planning or setup.
  • Once work has started, payments are non-refundable due to the time and work involved.
  • If a project is paused for an extended period due to lack of response (typically 30 days), it may be closed. Work completed to date will be invoiced, and restarting may require a new booking.

Post-Launch Support & Documentation

Technical Documentation & Video Hosting

To support your team, I provide custom screen-recorded walkthroughs for your WordPress dashboard and reporting.

  • Active Projects: Hosting for these videos is included during the build and for 30 days post-launch.
  • Retainer Clients: Clients on a WordPress Care Plan or SEO Growth Plan receive ongoing access to their video library via their private portal for the duration of the plan.
  • Ad-hoc Projects: After 30 days, videos are archived. If you require permanent hosting outside of a care plan, a hosting fee of $120/year applies. Alternatively, you may download the raw files during the 30-day window for your own internal storage.

Scope & Additional Work

Focus sessions and project timelines are based on the agreed scope.

If additional work is requested, I’ll always let you know and we can book additional time if needed.

Care Plans & SEO Retainers (Ongoing Work)

Website Care Plans and SEO retainers are flexible and operate on a prepaid monthly basis. There are no lock-in contracts.

Cancellation

You’re free to cancel at any time with at least 7 days’ notice before your next billing date.

Payments

Retainers are billed in advance each month. Once a billing period has started, payments are non-refundable due to the time and planning involved.

During Your Final Month

Work will continue as normal through the remainder of your billing period. At the end of that time, your retainer will conclude.

Pausing

If you’d like to pause your retainer instead of cancelling, just let me know. I’m happy to accommodate where possible.

What if a problem arises?

Open communication is the baseline for every project. If something isn’t meeting your expectations, the first step is always to talk it out so we can find a resolution quickly.

To ensure everyone is on the same page from the start:

  • Formal Agreements: All fixed-scope projects valued at AUD $800 or more require a signed agreement. This document outlines the exact scope of work and deliverables so there are no surprises.
  • Cancellations & Refunds: If you need to cancel a project after work has already commenced, a partial refund may be issued. This amount is calculated based on the volume of work completed up to the date of cancellation.
  • Jurisdiction: In the unlikely event that a dispute cannot be resolved through discussion, this agreement is governed by the laws of Victoria, Australia.

These terms were last updated on the 30th of April, 2026.