Legal
Refund Policy
Last updated: 30 September 2026
Which policy applies to you
On the Launch Package? Your promises and refunds are set out in the agreement that is linked at your sign-up checkout and that you sign with your questionnaire. If you cannot find your copy, email us and we will send it again. The guarantee, Care Plan and cancellation sections below do not apply to you. The Australian Consumer Law section, and how to ask for a refund, apply to everyone.
Bought an Essentials or Plus launch? Everything below still applies to you, unchanged. Those packages are no longer on sale.
Any other build? The agreement you signed says which refund terms apply to you.
Our commitment
MP Launch provides fixed-scope digital launch services. We want you to be happy with your launch, but our packages are not unlimited custom design projects.
Every Essentials and Plus launch is backed by two guarantees: our 48-hour delivery guarantee (Essentials and Plus) and a 7-day money-back guarantee after go-live. Where we have agreed it with you in writing before you pay, an Essentials or Plus launch also carries a 12-month money-back guarantee. All three are set out below.
If something we deliver does not match the agreed package scope, we will first work with you to fix it. Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.
When the 48-hour timer starts
The 48-hour delivery window begins once all of the following are complete:
- Your payment has been received and confirmed.
- Your onboarding form has been submitted with all required information.
- Any required access, files or approvals have been provided — such as domain access, logo files, business details, service details or required content.
If any required information, content, approval or access is missing, incomplete or incorrect, the 48-hour timer does not start or is paused until the issue is resolved.
What “delivery” means
For the purpose of the 48-hour delivery promise, delivery means we have provided a launch-ready website or launch-ready draft that substantially matches the agreed package scope and is ready for your review.
The 48-hour promise does not mean all revision requests, third-party verifications or post-delivery changes will be completed within the same 48-hour window.
What is excluded from the 48-hour window
The following are outside our control and do not count towards the 48-hour delivery window:
- Google Business Profile verification or approval.
- Microsoft 365 verification delays or DNS propagation.
- Domain registry delays.
- Delays caused by missing, incomplete or incorrect information.
- Delays caused by missing access or credentials.
- Delays caused by late client feedback or approval.
- Client-requested revisions after the launch-ready draft has been delivered.
- Requests outside the selected package scope.
- Third-party outages, platform issues or provider delays.
48-hour delivery guarantee — your launch is free if we’re late
If we fail to deliver your launch-ready website or launch-ready draft within 48 hours of the timer starting, excluding the items listed above, your launch is free. We still finish and launch your website, we refund 100% of the Essentials or Plus launch fee you paid to your original payment method, and your website, domain and business email remain registered in your name and stay live — yours to keep. To claim, email hello@mplaunch.com.au with your order details.
This does not change your Care Plan. Your first 2 months of Care remain included at no charge, and from Month 3 your Care Plan continues on its normal rolling monthly basis at your matched rate (unless you cancel), exactly as it would have if we had delivered on time.
This guarantee applies to Essentials and Plus launches. If you paid with Zip or Afterpay, the refund of your launch fee flows back through them.
7-day money-back guarantee
If you are not happy with your new website, you can request a refund within 7 days of your site going live (the day we send your handover email). We will refund 100% of the Essentials or Plus launch price you paid, including any deposit, to your original payment method. To claim it, email hello@mplaunch.com.au within the 7-day window.
When a refund is issued under this guarantee, the launch is decommissioned: the website is taken down, hosting ends, the business email licences we provision are cancelled and the included Care plan ends.
The guarantee applies once per business and covers the launch package itself — it does not cover separately purchased add-ons or Growth services already performed. If you paid with Zip or Afterpay, the refund flows back through them and they unwind your instalment plan.
12-month money-back guarantee
In short. If, in the 365 days after your website goes live, your website contact form and your managed business phone number record fewer genuine enquiries than your guarantee number, and you have kept to the conditions below, we refund your launch fee. Care payments are not refunded. The full wording is in clause 15A of the Service Agreement.
Who it is for. Essentials and Plus launches on the Care Plan ($199 a month after your first 2 months), where we have agreed in writing before you pay that it applies to you. We decide case by case after looking at your business and your market, so it is not automatic. It is not available on Keep-It-Live ($99 a month), because the managed business phone number and the enquiry tracker are part of Care only.
What it costs to stay eligible. Your first 2 months of Care are included in your launch. To keep the guarantee you stay on Care for the whole 365 days, which is 11 monthly payments of $199 ($2,189) at today’s price, or 12 ($2,388) if your website goes live more than about four weeks after you pay. So your first year, launch fee plus Care, is about $5,186 on Plus and about $4,186 on Essentials. Care payments are not refunded under this guarantee. You can still cancel Care at any time, but cancelling ends the guarantee. If a Care payment fails you have 30 days to fix it.
How your guarantee number is worked out. Before you pay, your quote or checkout shows your average job value (your own figure) and your guarantee number. Multiply your average job value by 50%, divide your launch fee by that, and round up. That is your guarantee number. It is written into your Schedule (the summary of your deal in the Service Agreement) and stays fixed. The 50% is a working figure we use to set the number, not a forecast.
What counts. A submission of your website contact or quote form, a call of at least 60 seconds to your managed business number, or a missed call where the caller replies to our automatic text with a message about a job, as recorded in your private enquiry tracker.
Not counted:
- Spam and automated submissions.
- Tests.
- The same person asking again within 14 days.
- Suppliers and sales people.
- Job applicants.
- Wrong numbers.
- Taps on the number with no call.
A person who already knew you but used your website counts. Where the records are unclear, the enquiry counts. Calls are not recorded, so we do not listen to them. We list every enquiry we counted and every one we did not, with the reason. Our decision is not final: a director reviews it if you disagree, and you keep your rights under the Australian Consumer Law.
The conditions. The guarantee applies only if all of these are true:
- You stay on Care ($199 a month) for the whole 365 days. The guarantee survives if we end Care, if we fail to provide it, or if you cancel within 30 days after we raise the Care price.
- You do not remove the form or the business number, or deliberately steer enquiries away from them.
- You ask us to pay within the time set out below.
We rely on a condition not being met only if it is more than minor or affected the count, and we tell you first.
How the result works. Within 14 days after your 365 days end we email you a written statement, whether or not you ask: your number, the genuine enquiries we counted, those we did not and why, and the result. If a refund is due, email hello@mplaunch.com.au within 90 days after the statement and we pay within 10 business days.
Example. Plus Launch ($2,997), average job $600: $600 x 50% = $300, $2,997 / $300 = 9.99, rounded up to 10. Count 10 or more genuine enquiries and the guarantee has been met even if you win no jobs. Count 7 and you have kept the conditions: we refund the $2,997 launch fee, even if you won plenty of jobs. The Care payments are not refunded. We count enquiries, not jobs won.
After a refund. Your website, domain and business email stay live and in your name for as long as you stay on Care. You can keep Care going, or cancel it at any time and leave us completely: there is no lock-in either way, and clause 11 of the Service Agreement (handover) applies as normal if you leave.
How this fits with our other promises. The 48-hour delivery promise, the 7-day money-back guarantee and this guarantee are separate promises. A refund of the launch fee under one of them leaves nothing more to refund for that same fee under another, and a refund under the 7-day guarantee also ends your Care, and with it your eligibility for this guarantee.
What this guarantee is not. It is a refund promise, not a promise of sales, revenue, profit, Google rankings, website traffic or any number of enquiries or jobs.
Nothing in this guarantee limits your rights under the Australian Consumer Law.
Before work begins
If you change your mind before we have started work or incurred third-party costs, we will provide a full refund.
Work is usually considered started once we begin domain setup, email setup, website setup, design or build work, onboarding review, account setup or technical configuration.
Revision and satisfaction process
Before final launch, you can request reasonable changes within your package scope. Each launch includes 1 major revision round before go-live — tell us what to fix and we'll action it before publishing, unless otherwise agreed in writing.
Reasonable revision requests may include:
- Correcting text or service details
- Swapping supplied images
- Fixing layout issues
- Correcting contact details
- Minor section order or wording changes
- Fixing errors or omissions within the agreed scope
Revision requests do not include:
- A full redesign
- A new brand direction or change of business idea
- Extra pages outside your package
- Custom software or integrations
- Booking systems
- Ads management or ongoing SEO campaigns
- Unlimited design changes
- Work not included in your selected package
Fix-first policy
If something we delivered does not match the agreed package scope, we will first work with you to fix it within a reasonable time.
Outside the 7-day money-back guarantee, a refund is not automatically available simply because of subjective preference if the agreed package scope has been delivered.
If we cannot deliver the agreed package scope after a reasonable opportunity to fix the issue, we will consider an appropriate remedy, which may include further correction, partial refund or another remedy required by law.
Third-party costs
Where we provide a full refund under our 48-hour delivery guarantee or our 7-day money-back guarantee, MP Launch absorbs these costs for you. Otherwise, third-party costs are non-refundable once incurred, unless required by law. This may include:
- Domain registration or renewal
- Microsoft 365 licences
- Hosting
- Software subscriptions
- Payment processing fees
- Other external provider charges
Care Plan cancellations
An Essentials or Plus launch includes your first 2 months of Care Plan coverage. From Month 3 onwards:
- Care continues on a rolling monthly basis at the rate in your Service Agreement unless changed or cancelled.
- You can cancel your Care Plan anytime.
- If you have our 12-month money-back guarantee, cancelling Care ends it (the exceptions are set out in the 12-month section above).
- Monthly Care Plan fees already paid are non-refundable, but no further charges will be made once you cancel.
- We will provide a clean handover of your assets within 14 days of cancellation where required.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.
If our services have a major problem, you may be entitled to a refund or other remedy. If there is a minor problem, we will fix it within a reasonable time.
How to request a refund
To request a refund or remedy, email hello@mplaunch.com.au with your order details, the issue, and what outcome you are requesting. We aim to respond within 2 business days.
For the 12-month money-back guarantee, you do not need to ask for the statement. We email you a written statement within 14 days after your 365 days end, and if a refund is due you then have 90 days to email us and ask for it.
Contact us
If you have any questions about this Refund Policy, please contact us at hello@mplaunch.com.au.