Refunds & Cancellations

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This policy explains how refunds, credits and cancellations work for services provided by DNS Experts ("we", "us"). It should be read together with our Terms of Service and any applicable proposal, SOW or MSA.

1. Your Non‑Excludable Rights

Nothing in this policy limits any rights or remedies you may have under applicable consumer protection laws that cannot be excluded (including, where applicable, the Australian Consumer Law). Where our liability cannot be excluded but may be limited, it is limited to re‑supplying the services or paying the cost of having the services re‑supplied.

2. Service Types Covered

• Audits / Assessments (e.g., deliverability audit, DNS review).
• Fixed‑scope Projects (e.g., SPF/DKIM/DMARC implementation, BIMI readiness, SMTP setup).
• Retainers / Ongoing Support (monitoring, advisory, incident response).

3. Cancellations

• Before work starts: you may cancel for a full refund of service fees paid to us (less any non‑recoverable third‑party costs already incurred on your instruction).
• After work starts: you may cancel at any time. We will invoice or retain fees proportionate to the work performed and any committed third‑party costs; the balance (if any) will be refunded.
• Retainers: you can cancel future months at any time. Fees already billed for the current billing period are non‑refundable once the period has commenced, except where required by law or where we have not provided the services owed for that period.

4. Refund Eligibility

We stand behind our work performed with reasonable care and skill. If you believe a service was not provided with reasonable care and skill, was not fit for the disclosed purpose, or was not delivered within an agreed timeframe, please contact us promptly so we can review and provide an appropriate remedy.

• Eligible remedies may include re‑performance of the affected work, a partial refund/credit for undelivered portions, or—where required by law—a full refund.
• Outcome disclaimers: deliverability and inbox placement depend on factors outside our control (recipient filtering, sender history, content, list quality). We cannot guarantee specific inbox rates or third‑party actions, and refunds are not issued for unmet outcome expectations where services were performed with reasonable care and skill.

5. Deposits, Milestones & Unused Time

• Deposits / Scheduling Fees: applied to your first invoice. If you cancel after scheduling and before kickoff, deposits may be used to cover pre‑engagement preparation and scheduling time; any balance is refunded.
• Milestone billing: if a milestone has not been started, you will not be charged for it; if in progress, we will charge proportionally to work performed.
• Retainers / block hours: unless agreed otherwise, unused time in a billing period does not roll over and is not refundable once the period begins.

6. Third‑Party Costs

Fees paid to third parties on your behalf (for example: DNS hosting plans, verification or certificate fees such as VMC, domain registrations, IPs, email service provider fees, blocklist delisting fees) are non‑refundable once purchased, subject to the third party's own policy.

7. Change Requests & Scope Adjustments

If you change or expand scope after acceptance of a proposal/SOW, we will confirm the impact on timeline and fees. Previously completed work remains billable; any credits/refunds consider only the unperformed portion of the original scope.

8. How to Request a Refund or Credit

Email us at hello@dnsexpert.com.au with your company name, domain(s), invoice number, a description of the issue, and any supporting evidence (e.g., deliverability logs, timelines). We aim to review within 5 business days and propose a remedy within a reasonable time.

9. Chargebacks

If you initiate a chargeback while a good‑faith review is in progress, we may pause services until the matter is resolved. We ask that you contact us first so we can investigate and resolve quickly.

10. Contact

DNS Experts — hello@dnsexpert.com.au — +92 304 219 3655

This page is provided for general information and does not constitute legal advice.