Refund & Cancel­lation Policy

1. Assessments and builds

Assessments (for example the $990 Automation Assessment) are fixed-price and paid upfront. If you cancel before the workshop is held, contact us in writing and we will reschedule it or refund the fee. Once the workshop has been held, the assessment fee is non-refundable. The Automation Assessment fee is credited in full against a build signed within 30 days of the assessment report.

Fixed-price builds and projects are paid in milestones (for automation builds: 50% on commencement, 30% when ready for acceptance testing, 20% on acceptance). You can cancel by written notice at any time. Cancellation charges are limited to work completed and costs committed up to the date of notice; any amount you have paid above that is refunded.

2. Monthly services (Care and Website Care Plans)

Care plans (Maintain and Improve) and Website Care Plans are invoiced monthly in advance and are non-refundable for the current month.

If service quality issues arise during a month, contact us promptly so we can resolve them. Where issues stem from PulseForge's fault and aren't resolved within a reasonable time, we may issue a partial credit or refund at our discretion.

3. Minimum terms (four service families)

Most of our work is project-based. Minimum terms depend on the service:

3.1 Business Automation

• Automation Assessment ($990 ex GST) — paid upfront before the workshop; non-refundable once the workshop has been held. Credited in full against a build signed within 30 days of the assessment report.
• Workflow builds (Simple from $2,900, Standard from $4,900 ex GST) — fixed price; 50% on commencement, 30% when ready for acceptance testing, 20% on acceptance. Cancellation charges are limited to work completed and costs committed.
• Care (Maintain $750 / Improve $1,250 per month ex GST) — optional; month-to-month after the 30-day stabilisation period; no minimum term; cancellable with 30 days' written notice.

3.2 Microsoft 365 & Cloud Migration

• Assessments (Microsoft 365 Migration Assessment $1,990 · Windows 11 Readiness $990 · SharePoint Discovery $1,990) — fixed-scope; no recurring minimum. The Microsoft 365 Migration Assessment fee is credited against implementation projects of $10,000 or more, per the Statement of Work.
• Implementation projects (email migration from $2,490 · Google Workspace to Microsoft 365 from $3,490 · tenant-to-tenant from $4,900 · SharePoint from $5,500 · Windows 11 rollouts) — fixed price, milestone payments, no recurring minimum after handover.
• Post-migration support — an agreed period is included per Statement of Work. We do not provide managed IT services.

3.3 Websites

• Business Website ($1,990 ex GST) — one-time project; 14 days post-launch support included; no recurring minimum.
• Growth Website (from $3,490 ex GST) — one-time project; 30 days post-launch support included; no recurring minimum.
• Professional Website (from $5,900 ex GST) — one-time project; post-launch support as agreed in the proposal; no recurring minimum.
• Website Care Plans (Essential $149, Growth $299, Premium $499 per month ex GST) — 3-month minimum, then month-to-month with 30 days' written notice.

3.4 Business Product Sourcing

• Initial discussion — free; no engagement.
• Complex sourcing brief (from $490 ex GST) — fixed-scope brief, as stated in the quotation.
• Custom manufacturing assessment (from $990 ex GST) — fixed-scope, as stated in the quotation.
• Product orders — priced by written quotation. Special-order and custom-sourced products require a deposit before the order is placed. Cancellation, refund and warranty conditions are stated in the quotation, subject to supplier and manufacturer terms and the Australian Consumer Law.

Your exact terms are stated in your signed proposal, quotation or Statement of Work.

4. Cancelling Care or a Website Care Plan

You can cancel Care after the 30-day stabilisation period, or a Website Care Plan after its 3-month minimum, with 30 days' written notice (email to hello@pulseforge.com.au is sufficient). On cancellation of any engagement we provide:

• Handover of the runbook, documentation and disable procedure for what we built
• Confirmation that admin access and accounts sit with you (everything is built in your own accounts and licences)
• Removal of PulseForge's delegated access to your systems

You keep your domain, accounts, flows and the documentation built for you. PulseForge's generic templates and methods, and third-party platforms, remain subject to their respective terms.

5. Cancelling a Website Care Plan during the minimum term

If you wish to cancel a Website Care Plan during its 3-month minimum, contact us in writing. Options typically available:

• Pause the plan for a defined period
• Move to a smaller Website Care Plan
• Continue paying the monthly fee through the remaining minimum term
• Settle the remaining minimum-term value as a one-time payment

Care for Business Automation has no minimum term, so this section does not apply to it. We're a small Australian business and try to be flexible. Genuine hardship cases are reviewed individually.

6. Platform licences and third-party costs

Platform licences and subscriptions (e.g. Microsoft 365 and Power Automate licences, domains, hosting, existing business apps) are held in your name and paid by you directly to the provider. Refunds, if any, are given by those providers under their own terms. PulseForge does not resell or mark up platform licences.

7. Termination for breach

Either party may terminate for a material breach that isn't remedied within 10 business days of written notice (see clause 10 of our Terms of Service). On termination you pay for work performed to date and we refund prepaid fees for work not yet performed. We may suspend work immediately, without terminating, where continuing would be unlawful or unsafe.

8. Termination by mutual agreement

Where both parties agree the engagement isn't working, we may agree a fair exit with pro-rated fees, partial credit, or other arrangements at our discretion. The goal is a fair outcome for both sides.

9. Australian Consumer Law

Nothing in this policy excludes consumer guarantees under the Australian Consumer Law. Where consumer guarantees apply and have been breached, you are entitled to remedies including re-supply of services or refund. This policy describes our standard commercial position; statutory rights override it where applicable.

10. How to request a refund or cancellation

Email hello@pulseforge.com.au with:

• Your business name and contact details
• The reason for the request
• Any supporting information (e.g. invoices, communications)

We aim to respond within 3 business days and resolve within 10 business days. We handle every request fairly and promptly.

This policy doesn't constitute legal advice. For specific questions, consult a qualified Australian legal professional.