Refund and returns policy
Last updated: June 2026
This policy explains how refunds, cancellations, and service credits are handled by Te Puke Digital for web design, SEO, photography, videography, and related digital services.
Contact: [email protected] · Te Puke 3112, Bay of Plenty, New Zealand
1. Nature of our services
Te Puke Digital primarily provides digital and professional services. Most of our work is custom, time-based, and delivered progressively. Because of this, “returns” in the retail sense generally do not apply.
2. Deposits and upfront payments
Where a deposit is required to begin a project, that deposit reserves time and covers initial planning and setup. Deposits are generally non-refundable once work has started, unless otherwise stated in your quote or service agreement.
3. Web design and development projects
- If you cancel before work starts, we may refund amounts paid less any admin or payment processing costs.
- If you cancel after work starts, you will be invoiced for work completed to date (including discovery, design, development, meetings, and communications).
- Any unused prepaid amount (if any) may be refunded at our discretion after deducting completed work and third-party costs.
4. Monthly SEO services
- SEO plans are month-to-month unless agreed otherwise in writing.
- You may cancel before the next billing cycle to avoid future charges.
- Charges for work already completed in the current billing period are non-refundable.
- SEO outcomes depend on third-party factors (search engines, competitors, algorithm updates), so rankings are not guaranteed and are not grounds for automatic refunds.
5. Photography and videography services
- Booking fees may apply to reserve shoot dates and are generally non-refundable.
- If a shoot is cancelled with reasonable notice, we may offer a reschedule or credit.
- If work has already been performed (shoot time, editing, travel, prep), those costs are payable and not refundable.
6. Products and online store purchases
Where we sell products through our online store — including digital products, downloads and templates, or physical goods — the following applies in addition to your rights under New Zealand consumer law.
Your Consumer Guarantees Act rights. All products come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. If a product is faulty, not as described, or does not do what it is meant to do, you are entitled to a repair, replacement, or refund as the law provides. Nothing in this policy limits those rights.
Digital products and downloads. Because digital files are delivered instantly and cannot be returned, change-of-mind refunds are not available once a download has been accessed or delivered. If a digital product is faulty, corrupted, or not as described, contact us and we will repair, replace, or refund it as appropriate.
Physical goods. If you receive a physical product that is faulty, damaged in transit, or not what you ordered, contact us within a reasonable time and we will arrange a repair, replacement, or refund. For change-of-mind returns (where we offer them), the item must be unused and in its original condition, return shipping is generally at your cost, and any such return is at our discretion and separate from your statutory rights.
Order cancellations. If you need to cancel an order before it has been processed or dispatched, contact us as soon as possible and we will cancel and refund it where it has not yet been fulfilled.
How refunds are issued. Approved refunds are made to your original payment method within a reasonable time, less any non-refundable third-party transaction fees where permitted by law.
7. Third-party costs
Third-party expenses (for example domains, hosting, premium plugins, stock assets, paid tools, ad spend, transaction fees) are generally non-refundable once purchased.
8. Revisions and quality issues
If you are unhappy with delivered work, contact us promptly. We aim to resolve concerns through the revision process included in your quote. Where appropriate, we may offer additional revisions or service credit.
9. Service credits
At our discretion, we may provide a credit toward future work instead of a cash refund, especially where substantial project effort has already been invested.
10. Consumer rights
Nothing in this policy limits rights you may have under New Zealand consumer law, including the Consumer Guarantees Act 1993 where applicable.
11. How to request a refund review
Email [email protected] with:
- Your name and business name
- Invoice number(s)
- Service purchased
- Reason for the request
- Preferred resolution (refund, credit, or rescope)
We review requests in good faith and aim to respond within 5 business days.