This payment and refund policy applies to only Digital Hitmen Pty Ltd (herein referred to as “Digital Hitmen”) and/or websites owned by Digital Hitmen (ABN = 47 615 326 639).
Our payment and refund policy has been devised to define the situations under which Digital Hitmen will accept service payments, provide a refund, the procedure for claiming a refund, and the agency’s responsibility in circumstances resulting in such a claim.
By registering for any of our digital marketing services, you are declaring that you accept and agree to all the terms and conditions outlined in this payment and refund policy.
Note: all pricing is in Australian dollars and is exclusive of GST.
1. Payment Models
We offer two different payment models:
1.1 Standard: When a client wishes to engage our services and signs a service contract, we request from them a specified deposit fee upfront once the contract is signed, and the remaining funds are invoiced after every completed milestone of the project.
1.2 Recurring: This payment model is usually offered under recurring services such as SEO, which require on-page and off-page updates on a monthly basis. The client agrees to pay in full upfront every month before we start performing our task.
2. Payment Methods
We offer the following payment methods to all our clients:
2.1 Direct Debit Payment (Preferred): Digital Hitmen will issue an invoice through our accounting software, Xero, and the client agrees to transfer the agreed funds via direct debit to our nominated bank account on the invoice.
2.2 Credit Card Payment: Digital Hitmen will issue an invoice through our online payment processor, Stripe, and the client agrees to pay via Visa, Mastercard or American Express using the Stripe platform.
2.3 PayPal Payment: Digital Hitmen will issue an invoice through PayPal, and the client agrees to pay via their PayPal funds or a nominated bank account or credit card of their choice.
3. Payment Failure
The client understands that if payment is not made by the due date their campaign will be halted until such time as any outstanding payments are paid in full.
Cancellation will not take place until receipt of the cancellation request. Cancellation requests will only be processed at the end of each calendar month and the client is liable to pay any outstanding fees as per the service contract.
- If you believe that a fee has been charged incorrectly, we request you to bring this to the attention of Digital Hitmen immediately.
- Should a payment have been made incorrectly, this will be refunded within 3 business days or applied to a future service transaction at your discretion.
- If you are unhappy with any dispute outcome we recommend that you then contact your financial institution to investigate the matter further.
1. Refund Eligibility
1.1 Full Refund: The client is eligible for a full refund if:
- Digital Hitmen fails to initiate the project after 15 days of contract signing and deposit payment.
- The client decides to cancel the project within 3 days after contract signing and deposit payment.
1.2 Partial Refund: If Digital Hitmen fails to deliver as per the decided project scope, or if we fail to deliver within the agreed deadlines mentioned in the service contract, we’ll refund your fees in proportion to the work completed.
1.3 No Refund: The client is not eligible for any refund if:
- The project has been completed/deployed/transferred within the set deadlines.
- All the project files are transferred to the client.
- The client breaches the contract at any point during the project.
2. Filing a Refund Claim
If you are not satisfied with any of our services or products, we encourage you to contact us before filing for a refund. We will do our utmost to solve any issues or concerns surrounding your project.
When contacting us, mention your case in detail and attach your signed PDF copy of the service contract. This will assist us in quickly resolving your case.
3. Refunds Processing
If we decide to issue you a refund after studying your claim, we’ll calculate the refund amount and we’ll contact you within 5 business days to organise suitable payment for the refund.
Updates and Changes to Our Payment & Refund Policy
Digital Hitmen reserves the right, at any time, to modify these terms to reflect changes in our payment and refund policy.
We shall post any such changes on this page and notify all existing clients of changes to this policy. Clients can choose whether they wish to accept said changes or discontinue purchasing our services or products.
Any such modification will be effective 15 days after publishing on the website.
(Last Updated: April 29, 2019)