Refund Policy

This Refund Policy forms part of our Terms of Service. It explains which services can be refunded, when, and how. Simply Local Hosting (ABN 78 752 965 845) resells services supplied through Synergy Wholesale, so the refund windows below sit within, and never exceed, what our supplier allows us to offer.

1. 30-day money-back guarantee

If you are not happy with a new web hosting plan or a new email hosting (mailbox) plan, you may cancel it within 30 days of the original purchase and we will refund the full amount paid for that plan. The guarantee applies once per customer per service and starts on the date the plan was first paid for.

The guarantee covers the plan fee only. It does not cover anything listed in section 3, even when purchased at the same time.

2. After 30 days

There are no lock-in contracts. You can cancel any plan at any time from your customer portal, and it stays active until the end of the period you have paid for. We do not refund the unused part of a billing period after the 30-day guarantee has passed, so if you intend to leave, disable auto-renew rather than cancelling mid-period.

3. Non-refundable services

The following are supplied by third parties the moment they are ordered and cannot be reversed, so they are not refundable once submitted or provisioned:

• Domain name registrations, renewals and transfers (the registry commits the term immediately);
• SSL certificates once issued;
• Microsoft 365 and other licensed subscriptions once activated;
• The .au Registry Lock add-on once enabled at the registry;
• Any fee for work performed at your request, such as a migration or set-up service.

Where a domain registration fails at the registry (for example, an eligibility check is not met) and cannot be corrected, the registration fee is refunded in full.

4. When a refund will not be given

• Where the service was suspended or terminated for a breach of our Terms of Service or Acceptable Use Policy;
• Where the account has unpaid invoices at the time of the request;
• For renewals of a service that has already had its 30-day guarantee period;
• Where the request is made after the guarantee window has closed.

5. How refunds are paid

Refunds are returned to the original payment method through our payment provider, Stripe. Once approved, a refund is submitted within 5 business days; your card issuer may take a further 5–10 business days to show it. We do not issue refunds as cash or to a different card or account.

6. How to request a refund

Contact us within the 30-day window through the contact form or by replying to any invoice email, quoting the plan or domain name and asking for a refund under the money-back guarantee. We cancel the plan and issue the refund for you; cancelling a plan yourself in the portal ends the service but does not by itself start a refund.

We confirm every refund request by email. If a request is refused, we will tell you why.

7. Chargebacks and disputes

Please contact us before raising a chargeback with your bank: most concerns are resolved faster that way. If a payment is disputed with your card issuer while a service is active, we may suspend the account until the dispute is resolved, and any dispute fee charged to us by the payment provider may be recovered from you where the chargeback is found to be unwarranted.

8. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy removes or limits those rights. If a service is faulty, is not as described, or is not fit for its purpose, you are entitled to a remedy under that law regardless of the windows above.

9. Contact

Questions about this policy: simplylocalhosting.com.au/contact.