Refund and Cancellation Policy

Last updated: 2 November 2026

This policy explains how cancellations and refunds work for services bought from EcomRise HQ, either through our website checkout or by invoice. It forms part of our Terms of Service.

Monthly plans (Starter, Growth and Pro)

• Monthly plans are paid one month in advance. After the first month, they continue month to month by invoice.
• There is no lock-in contract. To stop, give us at least 14 days’ notice before your next billing date. If you give less notice, the next month may still be invoiced, and we will keep working through it.
• Before work starts: if you cancel after paying but before we have started onboarding (for example, before we have reviewed your accounts or sent your 30-day plan), we refund the payment in full.
• After work starts: the fee for the current month is not refundable once work on that month has started, because our time is already committed to your account. Your plan simply ends at the end of the paid period.
• Unused listing allowances do not carry over and are not refunded.

One-off projects (Store Build, Listing Pack, Google Business Profile Setup, SEO Audit)

• Before work starts: full refund.
• After work starts but before delivery: we refund the part of the price that covers work not yet done. We will show you what has been completed and how the refund was worked out.
• After delivery: no refund. If something we delivered does not match the agreed scope, tell us within 14 days and we will fix it at no extra cost.
• Each project includes the revisions stated in its description. Further changes are quoted before we do them.

Free store audit

The free store audit is free. There is nothing to cancel or refund.

What we cannot refund

• Advertising spend, marketplace and platform fees, and payment fees, which you pay directly to those companies
• Paid themes, apps, plugins, software subscriptions, domains or hosting bought from third parties, even if we helped you buy them
• Work you have approved and that has gone live, except where the law gives you a right to a remedy

Results

Marketplaces, search engines and ad platforms make their own decisions about rankings, reviews and account status. We do not offer refunds based on sales, rankings or ad results, because we never guarantee them. We do stand behind the deliverables we agreed to provide.

How to cancel or ask for a refund

• Email sales@ecomrisehq.com, or contact us through our contact form or WhatsApp (+1 321 364 6753), and include your name and order number.
• We confirm receipt within one business day.
• Approved refunds go back to the original payment method within 10 business days. Your bank or card provider may take a few extra days to show it.

Your rights under consumer law

Nothing in this policy limits any rights you have under consumer protection laws that apply to you, such as the consumer guarantees in the Australian Consumer Law. Where those laws give you a right to a refund or another remedy, we will honour it.