Last updated: 5 October 2026
This policy explains when we offer refunds, and what to do if something isn’t right. It applies to our services and to digital products purchased through zoomdirectmedia.com.au.
The short version
- We don’t offer change-of-mind refunds. Digital products are delivered instantly and can’t be returned, and services are delivered as work performed.
- We do honour your rights under the Australian Consumer Law. If a product or service is faulty, not as described, or doesn’t do what we said it would, you’re entitled to a remedy and we’ll sort it out.
- If something’s wrong, email us. Most problems are fixed quickly.
The detail below explains how that works in practice.
1. Your rights under Australian Consumer Law
Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law. This policy sits alongside those rights — it does not replace or reduce them.
For services, you’re entitled to have them supplied with due care and skill, fit for the purpose you told us about, and delivered within a reasonable time.
For goods, including digital products, you’re entitled to goods of acceptable quality that match their description.
If a product or service fails to meet a consumer guarantee, you may be entitled to a repair, replacement, re-supply or refund, and to compensation for any other reasonably foreseeable loss. Where the failure is major, you can choose between a refund and a replacement or re-supply. Where it’s minor, we may choose to fix the problem rather than refund.
Nothing in this policy excludes, restricts or modifies those rights.
2. Change of mind
We don’t offer refunds for change of mind. The Australian Consumer Law doesn’t require us to, and we don’t.
This means we can’t refund you because:
- You’ve decided you no longer want or need the product
- You found something cheaper elsewhere
- You bought the wrong item by mistake
- You didn’t read the product description before buying
- You don’t have the software needed to open a file, where the requirements were stated
- You haven’t got around to using it
- You changed direction in your business
Please read product descriptions and check the technical requirements before you buy. If you’re unsure whether something is right for you, email us first — we’d much rather answer a question than process a problem.
3. Digital products
Delivery is immediate and irreversible. When you buy a digital product, you receive access or a download link straight away. Once that happens the product has been delivered in full, and it can’t be returned, unsent or un-read. For that reason digital products are not eligible for change-of-mind refunds.
You acknowledge this at checkout before completing your purchase.
If a digital product is faulty or not as described, we’ll fix it. That includes where:
- The download link doesn’t work, or the file is corrupt
- The file is missing content that the description said was included
- The product is materially different from how we described it
- The product doesn’t do what we said it would do
What we’ll do. Email us at admin@zoomdirectmedia.com.au with your order number and a description of the problem, including screenshots if you can. We’ll respond within [2] business days. In most cases we’ll resend or repair the file, which resolves the issue. Where the problem is a major failure and can’t be fixed, you may choose a refund instead.
Before you contact us about non-delivery, please check your spam and promotions folders, and confirm the email address you entered at checkout was correct. We’re happy to resend to a corrected address.
Duplicate purchases. If you accidentally buy the same product twice, email us and we’ll refund the duplicate. That’s not a change of mind and we won’t treat it as one.
4. Services
Deposits. Project deposits secure your place in our schedule and cover initial work — discovery, planning, research and setup. Once we’ve started work, deposits are not refundable for change of mind. If you cancel before we begin any work, we’ll refund the deposit less any third-party costs already committed on your behalf.
Work in progress. If you cancel a project partway through, you’re liable for work performed to that point and for any third-party costs already committed. If you’ve paid in advance for work not yet performed, we’ll refund that portion.
Retainers. Monthly retainers are invoiced in advance and can be cancelled with [30] days’ written notice. We don’t refund part-months once a month has begun, because the work is scheduled and resourced ahead of time.
Advertising spend paid to platforms like Google or Meta is not ours to refund. Once spent, it’s spent. Any unspent balance held in a platform account remains yours and we’ll help you recover or redirect it.
If our work falls short. If you believe we haven’t provided services with due care and skill, or that the work isn’t fit for the purpose you told us about, tell us. We’ll review it and, where we agree, we’ll re-perform the work at no charge. That’s usually the fastest and best outcome for both of us. Where a failure is major and re-performing isn’t appropriate, you may be entitled to a refund of the relevant fees.
What we can’t refund for. We don’t refund because marketing results fell short of hopes or projections. As set out in our Terms and Conditions, we don’t guarantee specific rankings, traffic, leads, conversions or revenue, because those depend on factors outside our control. This doesn’t affect your right to a remedy if the work itself wasn’t performed with due care and skill.
5. Appointments
Discovery calls and consultations booked through our website are free of charge, so no refund applies. Please give at least [24] hours’ notice if you need to cancel, so we can offer the time to someone else.
Where you’ve paid for a consultation or strategy session:
- Cancel or reschedule with at least [24] hours’ notice and we’ll move it or refund it
- Cancel with less notice, or don’t attend, and the fee isn’t refundable — though we’ll usually offer one reschedule as a courtesy
6. International customers
We sell to customers worldwide, and we’re an Australian business, so Australian Consumer Law applies to your purchase.
European Union and United Kingdom customers. Consumer law in your region normally gives you a 14-day right to withdraw from a distance purchase. For digital content delivered immediately, that right is lost once you consent to immediate delivery and acknowledge losing it.
At checkout you’ll be asked to confirm that you want immediate access to the digital product and that you understand you lose your 14-day right of withdrawal once delivery begins. By completing the purchase you give that consent, and the withdrawal right no longer applies.
Your rights where a product is faulty or not as described are unaffected.
7. How to make a request
Email admin@zoomdirectmedia.com.au with:
- Your name and the email address you used to purchase
- Your order or invoice number
- What you bought and when
- What the problem is, with screenshots or error messages if relevant
We’ll acknowledge within [2] business days and aim to resolve within [5] business days. Some issues need more investigation; if so, we’ll keep you posted.
8. How refunds are paid
Approved refunds go back to the original payment method. We can’t refund to a different card or account.
Once processed, refunds generally appear within [5–10] business days, depending on your bank or card issuer. That timing is outside our control.
We refund the amount you paid in Australian dollars. Where your bank converted currency, exchange rate movements and any fees your bank charged are between you and your bank.
9. Chargebacks
If you believe there’s a problem, please contact us before raising a chargeback with your bank. Chargebacks take weeks, cost both of us money, and we can almost always resolve things faster directly.
Where a chargeback is raised without contacting us first, we’ll respond to the bank with our delivery records and this policy. We may also suspend your access to digital products while the dispute is on foot, and decline future purchases.
10. Questions
If anything here is unclear, or you want to check whether something suits you before buying, just ask. We’d rather have the conversation first.
Zoom Direct Media ABN 13 536 702 903 Email: admin@zoomdirectmedia.com.au Website: zoomdirectmedia.com.au