Your rights come first
Under the Australian Consumer Law you are entitled to a repair, replacement or refund if something we supply is faulty, is not as described, or does not do what we said it would. Nothing on this page reduces that. What follows is what we offer in addition.
Free things
The Project Health Check, the free website check and the free guides cost nothing, so there is nothing to refund. If one of them is broken or unhelpful, tell us — that is more useful to us than a complaint you keep to yourself.
Digital products
Templates, dashboards, workbooks and paid guides come with a 30-day refund, no questions asked. Email us within 30 days of purchase from the address you bought with and we will refund it. You do not have to justify it and you do not have to prove a fault.
If a file will not open, is missing pages, or does not match its description, tell us before you ask for the refund — nine times out of ten it is something we can fix in an hour, and you would rather have the working file.
Services
Fixed-scope work may be cancelled within 14 days of accepting the proposal. You pay only for work already completed at that point, and anything already produced is handed to you. Retainers may be ended by either side on 30 days' written notice, with any unused prepaid amount refunded.
Once a deliverable has been completed, accepted and handed over, it is not refundable simply because you have changed your mind — but if it does not do what the proposal said it would, that is a fault, and your consumer guarantees apply.
How to ask
Email portjacksongroup@gmail.com with what you bought and when. We do not require a form. Refunds go back to the original payment method, and processing times depend on your bank or the payment provider.
If we cannot agree
Tell us plainly what you want and we will try to sort it. If we still cannot agree, you can contact the consumer protection agency in your state or the ACCC at accc.gov.au.