Payment & Refund Policy

This payment and refund policy applies to Lilo and/or websites owned by Lilo.

Our payment and refund policy defines the instances under which Lilo will accept service payments, provide a refund, the procedure for claiming a refund, and the agency’s responsibilities in circumstances leading to such a claim.
By registering for any of our digital marketing services, you agree to all the terms and conditions outlined in this payment and refund policy.
Note: All pricing is in Australian dollars and is exclusive of GST.

Payment Policy

1. Payment Models
Lilo offers two payment models:

• 1.1 Standard: For web design and development services, a specified deposit is requested upon signing the service contract, with the remaining balance invoiced after the completion of each project milestone.
• 1.2 Recurring: This model is applied to recurring SEO, Hosting and Maintenance services, where the client agrees to pay the full amount upfront on a monthly or quarterly basis.

2. Payment Methods

We accept the following payment methods:

• 2.1 Bank Transfer (Preferred): Lilo issues an invoice via our accounting software, Xero, and the client transfers the agreed funds via Bank Transfer to our nominated bank account.
• 2.2 Credit Card: Payments are processed through Stripe, where clients can pay using Visa, Mastercard, or American Express. A 1.95% fee applies to payments made via Stripe.

3. Payment Failure

If payment is not made by the due date, the work will be halted until full payment is received. If you default on payment or any other obligation under our agreement:

• We will send a default notice, specifying the default and how to rectify it. You will have 5 business days to resolve the issue.
• If no action is taken, we may terminate the agreement immediately, and you will be liable for all amounts owing, with interest at a rate of 10% per annum, calculated daily.
• You agree to cover all costs incurred in recovering the debt, and indemnify us against any resulting losses.

4. Cancellation
Clients can cancel services by emailing info@lilo.net.au or calling 1300 615 252.
Cancellation requests will only be processed at the end of the calendar month, and any outstanding fees will still apply as per the service contract.

5. Disputes
If you believe an incorrect fee has been charged, please contact Lilo immediately. If an incorrect payment has been made, it will be refunded within 3 business days or applied to a future transaction at your discretion. If you are dissatisfied with the resolution, we recommend contacting your finance department for further investigation.

Refund Policy

1. Refund Eligibility

1.1 Full Refund: You are eligible for a full refund if:

• Lilo fails to initiate the project within 10 days of contract signing and deposit payment, without a valid reason.
• The client cancels the project within 3 days of signing the contract and paying the deposit.

1.2 Partial Refund: If Lilo fails to deliver according to the agreed project scope, we will refund your fees in proportion to the work completed.

1.3 No Refund: No refund will be issued if:

• The project has been completed, deployed, or transferred.
• All project files have been transferred to the client.
• The client breaches the contract at any point during the project.

2. Filing a Refund Claim

• If you’re unsatisfied with our services or products, we encourage you to contact us before filing for a refund. We’ll make every effort to resolve any issues with your project.
• If you’re eligible for a refund and wish to proceed, please email info@lilo.net.au or call 1300 615 252.
• When contacting us, provide the details of your case and attach your signed service contract. This will help us process your request more efficiently.

3. Refund Processing
Once we review your claim and decide to issue a refund, we will calculate the refund amount and contact you within 5 business days to arrange the payment.

Updates and Changes to Our Payment & Refund Policy

Lilo reserves the right to modify this payment and refund policy at any time. We will post changes on this page and notify all existing clients. Clients can choose to accept the changes or discontinue purchasing our services or products.
Any modifications will be effective 15 days after being published on the website.

Business Name: Lilo T/A – KIDDIE ROO PTY LTD
Business Address: Level 1 – 28 Bay View Terrace, Claremont, Perth, WA 6010, Australia
Telephone: 1300 816 710
Email: info@lilo.net.au
Business Reg Number: ??
VAT Reg No: ??