Refunds, Returns & Cancellations Policy

REFUNDS, RETURNS & CANCELLATIONS POLICY

Cooper Delivered Digital

Effective date: 20 August 2026

Last updated: 20 August 2026

1. Purpose

This Refunds, Returns & Cancellations Policy applies to products and services supplied by Cooper Delivered Digital, including website development services, custom digital development, WordPress and WooCommerce plugins, downloadable digital products, books and other products or services offered by Cooper Delivered Digital from time to time.

Please read this Policy carefully before making a purchase, approving a project, paying a deposit or authorising work to commence.

Cooper Delivered Digital creates and supplies digital products, custom development services and other products for which substantial work, intellectual property, access or value may be provided immediately or progressively following purchase.

For that reason, we do not provide refunds merely because a customer changes their mind, changes direction, no longer requires the product or service, decides they do not like their purchase, finds another provider, experiences a change in financial circumstances or otherwise regrets their purchasing decision.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.

2. Change of Mind

Cooper Delivered Digital does not provide refunds, returns, exchanges or credits for change of mind.

This includes circumstances where a customer changes their mind after purchasing, decides they no longer want or need the product or service, purchases the wrong product, fails to read the product description before purchasing, finds a similar product or service elsewhere, finds a cheaper alternative, decides not to proceed with their business or project, changes their business strategy, changes branding, direction or personnel, experiences a change in financial circumstances, fails to use or download a purchased product, decides the product is unsuitable for reasons that were not communicated to Cooper Delivered Digital before purchase or simply decides they do not like the product or service.

Customers are responsible for assessing whether a product or service is suitable for their requirements before purchasing.

3. Website Development and Custom Development

Website development and other custom development services involve the allocation of time, expertise, planning, creative work and development resources specifically to an individual customer.

Accordingly, payments for completed work, approved stages and services already properly performed are not refundable merely because the customer subsequently changes their mind or direction.

Before work commences, the project scope, requirements, deliverables, pricing and approval process may be recorded in a proposal, quote, scope of work, invoice, contract or other written communication.

Customers are responsible for reviewing those documents carefully before approving the project.

3.1 Deposits and Commencement Payments

Where a deposit, commencement payment or initial project payment is required, payment constitutes the customer’s authorisation for Cooper Delivered Digital to allocate resources and commence the agreed work, subject to any separate written agreement governing that project.

Any entitlement to cancellation or refund will be determined having regard to work already performed, resources already committed, expenses already incurred, deliverables already supplied, intellectual property or materials already made available, the terms of the applicable project agreement and any rights that cannot lawfully be excluded.

A customer is not automatically entitled to repayment of amounts attributable to work already properly performed merely because they decide not to continue with the project.

4. Approval and Sign-Off

Our development process may include customer review, testing, revisions, milestone approvals and final sign-off.

Approval matters.

Where a customer reviews and expressly approves a design, feature, stage, deliverable or completed project, that approval constitutes acceptance of that element as presented at the time of approval, subject always to rights that cannot lawfully be excluded.

A customer cannot ordinarily approve work and later seek a refund merely because they subsequently prefer a different design, another person gives them a different opinion, their branding changes, their business direction changes, they later decide they would have preferred another feature, they decide they would have designed the project differently or they otherwise experience a change of preference.

Requests made after approval that alter previously approved work may constitute additional work and may be separately quoted and charged.

5. Customer Responsibility for Instructions

Customers are responsible for providing accurate, complete and timely instructions concerning their requirements.

Where Cooper Delivered Digital has delivered a service in accordance with the agreed instructions, scope and approvals, a customer is not entitled to a change-of-mind refund merely because those instructions later change.

If a customer insists that work be performed in a particular manner contrary to advice provided by Cooper Delivered Digital, this may also affect what remedies are available in relation to the resulting issue.

6. WordPress and WooCommerce Plugins

Due to the nature of downloadable software and digital products, plugin purchases are final for change-of-mind purposes once purchased.

Customers are responsible for reviewing the plugin description, stated functionality, requirements and compatibility information before purchasing.

We do not ordinarily provide a refund because a customer changes their mind, no longer requires the plugin, purchases the wrong plugin, expected functionality that was not advertised, decides not to use the plugin, changes websites, changes their business, finds another plugin, does not install or activate the plugin or lacks the technical environment necessary to use functionality that was clearly disclosed before purchase.

7. 24-Hour Plugin Request Period

As an additional discretionary policy offered by Cooper Delivered Digital, a customer may contact us within 24 hours of purchasing a plugin if they believe there is a genuine reason the purchase should be reviewed.

The existence of this 24-hour period does not create an automatic right to a refund.

Requests will be assessed individually.

We may consider matters such as whether the plugin has been downloaded or accessed, whether a duplicate purchase occurred, whether an obvious purchasing error occurred, the reason for the request, whether the requested functionality was clearly described before purchase and any other circumstances we reasonably consider relevant.

Where the request amounts merely to change of mind, we reserve the right to refuse it.

This discretionary 24-hour policy operates in addition to, and does not limit, rights or remedies available under applicable law.

8. Digital Downloads and Printable Products

Digital downloads, printable pages, templates, planners, books supplied digitally and other downloadable products are not returnable in the conventional sense once digital access has been provided.

Accordingly, we do not provide change-of-mind refunds for digital products merely because the customer has downloaded, accessed or subsequently decided not to use them.

Customers should carefully review the product description, format, compatibility and stated contents before purchasing.

If a digital file supplied by us is corrupted, materially defective or inaccessible due to a problem attributable to the supplied product, please contact us so that we can investigate and, where appropriate, provide a replacement file, correction or other remedy.

9. Physical Books and Products

We do not provide refunds or exchanges for physical products merely because a customer changes their mind.

However, physical goods supplied to consumers remain subject to applicable consumer guarantees.

Depending upon the nature of a failure, Australian Consumer Law remedies may include repair, replacement, refund or compensation. A major failure can give the consumer the choice of refund or replacement.

Where a physical product is alleged to be faulty, damaged, materially different from its description or otherwise fails to satisfy an applicable consumer guarantee, please contact us with proof of purchase, a description of the problem and photographs or other reasonable evidence where relevant.

We reserve the right to reasonably assess the product or circumstances before providing a remedy.

10. Australian Consumer Law

Nothing in this Policy is intended to exclude, restrict or modify rights or remedies that cannot lawfully be excluded, restricted or modified.

Products supplied to consumers in Australia are subject to statutory consumer guarantees, including guarantees relating to acceptable quality, correspondence with description and fitness for applicable purposes.

Services may also be subject to guarantees including that they will be provided with due care and skill, be fit for an applicable specified purpose and be supplied within a reasonable time where no time has been agreed.

The remedy available where a consumer guarantee has not been met depends upon the nature and circumstances of the failure, including whether the failure is major or minor.

This Policy therefore does not mean “no refunds in any circumstances”.

It means that Cooper Delivered Digital does not voluntarily provide refunds for change of mind or buyer’s remorse beyond the rights expressly stated in this Policy and rights that arise under applicable law.

11. Bugs, Faults and Technical Issues

The existence of a bug, technical issue or other problem does not necessarily mean that a product has suffered a major failure or that an immediate refund is required.

Where appropriate, Cooper Delivered Digital may first investigate the reported issue and determine its cause.

For problems that are capable of being remedied, we may provide a fix, repair, update, replacement or other appropriate remedy, having regard to the nature of the problem and applicable consumer law.

Customers should provide sufficient information for us to reproduce and investigate a reported technical problem.

12. Third-Party Incompatibility and Customer Environments

Digital products operate within broader technical environments that may include WordPress, WooCommerce, themes, plugins, browsers, hosting providers, APIs and third-party services.

Unless otherwise expressly represented by Cooper Delivered Digital, we cannot guarantee compatibility with every possible combination of third-party software, custom code, obsolete software, unsupported configuration or future third-party update.

Customers are responsible for reviewing disclosed system requirements and compatibility information before purchasing.

Nothing in this clause limits any guarantee or representation that we are legally required to honour.

13. Failure to Use a Product

Failure to use, activate, download, install or otherwise make use of a purchased product does not, by itself, create an entitlement to a refund.

Once a product or service has been properly supplied, the customer’s subsequent decision not to use it is generally treated as a change-of-mind matter under this Policy.

14. Project Cancellation by the Customer

Where a customer wishes to terminate a development project before completion, any financial consequences will be determined according to the applicable proposal, quote or agreement, the stage reached, work already performed, costs already incurred, amounts already paid, amounts properly owing, materials or deliverables already supplied and applicable law.

Cancellation does not automatically entitle the customer to a refund of amounts paid for work already properly performed.

15. Cancellation by Cooper Delivered Digital

We reserve the right to suspend or terminate a project or service where reasonably necessary, including where invoices remain unpaid, the customer repeatedly fails to provide required information, the customer materially breaches an agreement, continuing the project would require unlawful conduct, the customer engages in abusive, threatening or inappropriate behaviour, technical circumstances make the agreed project impossible and no reasonable alternative can be agreed or another contractual termination right applies.

The treatment of payments following termination will depend upon the circumstances, work completed, applicable agreement and applicable law.

16. Refund Method

Where a refund is required under applicable law or expressly approved by Cooper Delivered Digital, it will ordinarily be processed through an appropriate payment method having regard to the original transaction and the requirements of the applicable payment provider.

We may require reasonable proof of purchase before processing a claim.

17. Chargebacks and Payment Disputes

Customers should contact Cooper Delivered Digital first where they believe a transaction or supplied product or service has a genuine problem so that we have an opportunity to investigate the matter.

Nothing in this Policy prevents a customer from exercising legitimate rights available through their payment provider or applicable law.

However, initiating a payment dispute does not itself determine whether a refund is legally or contractually due.

We reserve all rights to provide relevant transaction records, project approvals, delivery records, download records, correspondence and other evidence to a payment provider when responding to a payment dispute.

18. Please Purchase Carefully

Our policy is deliberately straightforward:

Please review what you are purchasing before you pay.

Ask questions before purchasing if something is unclear.

Review product descriptions.

Review project scopes.

Review compatibility requirements.

Review designs before approving them.

Review deliverables before signing them off.

Once a product or service has been properly supplied, a later change of mind does not make the original purchasing decision refundable.

19. Contact

Requests concerning a defective product, service issue, cancellation or refund should be submitted through the appropriate Cooper Delivered Digital support channel or our Contact page.

Please include your name, email address used for the purchase, order or invoice number, product or service concerned, date of purchase, reason for the request and relevant evidence of the issue.

Do not provide complete payment-card numbers, security codes or online banking credentials.