• Refund Policy

  • Here at iBeFound, we aim to provide high quality services (and products) to all our clients. We make every effort to be transparent about our pricing structure and to educate you on what you get with each service/product you purchase from us.

    We encourage you to do your due diligence by having your questions/concerns answered PRIOR to making a purchase. Please visit our FAQ page or Contact Us to do so.

    For New Zealand consumers: take a moment to review your rights and responsibilities as a consumer.

    By purchasing any of our products or services you acknowledge that you have read and you agree with our Refund Policy as described below.

  • Non-Refundable
  • Non-Refundable Services

    There are many services which, due to their nature, are NOT eligible for refunds. These include, but are NOT limited to, the following...

  • Account Creation / Set up / Installation Fees:

    Fees paid for creating an account, setting it up or installing software are non-refundable whether or not you chose to use the account or software thereafter.

  • Brandstorming Services:

    Your purchase entitles you to a list of suggestions developed by 2 or more of our branding specialists. Whether or not you choose to use any of the suggestions is entirely up to you and does NOT entitle you to any refund.

  • Client-Delayed Custom Website Projects:

    Particularly in the case of custom website projects, the timely completion relies heavily on the client providing requested information and website content in a timely manner.

    The Welcome Email, sent to a custom website client after payment has been received, outlines all that is needed from the client for us to make progress on their website. We make every effort to assist our clients in gathering the necessary data for their website.

    If a client causes a custom website project to be delayed beyond 60 days by not providing necessary content and/or requested feedback, he/she forfeits any right to a refund.

    After a set period of time (depending on the size of the website), client-delayed website projects will be archived and a restart fee of $500 +GST will be required to reopen an archived project. The project must then be completed within 4 months of reopening.

    Any client-delayed project that has NOT been completed and launched within 12 months from the date of purchase will be written off.

    Within 60 days of initial payment for a custom website, it may be possible to get a partial refund. Please see the Partially Refundable Services section below for full details.

  • Domain Registration:

    You are free to purchase your domain names from your preferred domain registrar, or you can chose to have us purchase domain names on your behalf. Once iBeFound purchases domain name/s for you, the transaction is final. Domain names are generally NON-REFUNDABLE. If you decide that you no longer want your domain name/s, you are free to resell it/them or to let it/them expire through non-renewal.

    NOTE:
    There is a 5-day grace period for newly purchased or renewed .NZ domain names. If we are able to get your written cancellation request to the domain registrar within this time-frame it may be possible to get the domain registration cancelled and have a refund issued.

  • Recurring Payments:

    For our services that have a monthly or yearly fee, you can cancel at anytime. However, we do not offer any partial refunds. Rather your recurring payment will be stopped and no future payments will be debited. Your service will be terminated at the end of its current billing cycle.

    EXCEPTION:
    If, for whatever reason, we terminate your agreement early and you are not in violation of any of our terms of service, you will receive a prorated reimbursement for the portion of the billing cycle remaining.

    NOTE:
    Depending on the type of service, you may be able to cancel your automatic recurring payments inside your account. In other cases, you will need to notify us in writing (ex. via email) at least 7 days PRIOR to your next billing cycle so that we can promptly cancel the recurring charges.

  • Partially Refundable
  • Partially Refundable Services

    With some services, a partial refund may be available if you do not wish to move forward. These include, but are NOT limited to, the following...

  • Graphic Design Services:

    In most cases, you will receive an initial draft of your design/s and have an opportunity to make a request for revisions per your purchased package. If you accept one of the initial drafts OR make a revision request, then you are NOT entitled to any refund.

    If, in the rare instance, you are completely dissatisfied with ALL of the first draft designs, and no longer wish to work with us, you are entitled to a refund of no more than 50% of your purchase price minus GST.

  • Website Design Services:

    As stated in the Client-Delayed Custom Website Projects section above, "if a client causes a website project to be delayed beyond 60 days by not providing necessary content and/or feedback, he/she forfeits any right to a refund".

    The Website Creation Process begins when we start the Set Up and Initial Design Phase (starting within a day or two of receiving payment) of your website and ends the day we launch your website. At each phase of the website creation process, one or more persons are working on your website.

    As such, WITHIN 60 days from the start of the project, the amount of refund available if you no longer wish to work with us (or if we no longer wish to work with you) once the process has begun, would depend on how much work has been done on the project up to that point, including time spent in discussions with the client about the project:

    • start of initial design phase up to BEFORE showing initial design draft to client = refund of no more than 50% of purchase price minus GST.

    • after showing initial design draft to client up to the day of website launch = refund of no more than 25% of purchase price minus GST.

    • after website launch = NO refund.
  • Refundable
  • Refundable Services

    There are a few services which when cancelled within a given time-frame entitles you to a FULL refund. These include, but are NOT limited to, the following...

  • Web Hosting:

    For each client website, we purchase a year's worth of hosting through one of our web hosting partners. If, within 60 days of your initial purchase, you do not wish to proceed, you can receive a refund for the hosting fees.

    There are no refunds for renewal payments. If you do not wish to renew the iBF Managed Hosting service, please notify us in writing within 7 days PRIOR to the next renewal date.

  • Chargebacks
  • A Note on Chargeback Fraud

    Basically, a chargeback is the reversal of a financial transaction where money is returned to the customer's bank or credit card account. When a customer disputes a transaction, their bank will begin an investigation to determine the validity of the dispute. If the bank finds in favour of the customer, then the chargeback will initiated and the customer will get their money back.

    Chargeback Fraud or Cyber Shoplifting happens when a consumer actually made the purchase but later claims the transaction was not authorized or that they did not receive the product/service. In such instances, we are fully within our rights to seek legal recourse against such perpetrators.

    When you pay for any of our products or services online, you will be required to acknowledge your authorization of the transaction and our policies BEFORE being taken to the payment page. Upon completion of the transaction, a receipt detailing your purchase will be emailed to you. In most cases, your payments to us will show up as "IBEFOUND INT" on your bank account or statements.