Refund and Returns Policy

Your rights under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with a service, you are entitled to cancel your service contract and to a refund for the unused portion, or to compensation for the reduced value of the service. For a major failure with goods, you are entitled to a replacement or refund and compensation for any other reasonably foreseeable loss or damage.

If the failure is not major, you are entitled to have problems with a service put right within a reasonable time, and to have goods repaired or replaced if they cannot be put right. You can read more about these guarantees on the Australian Competition and Consumer Commission website (ACCC consumer guarantees). Nothing in this policy limits those rights.

Refunds on services

Much of what we do is service work: search engine optimisation, AI automation, content, advertising management and the like. These services are delivered with due care and skill over time, so a refund usually reflects work that has and has not yet been performed.

• If we have not started work on a paid engagement, you can ask to cancel and receive a full refund of fees paid for that engagement.
• If work has begun, we refund any unused portion of prepaid fees, less any non-recoverable third-party costs we have already committed on your behalf (for example ad spend or paid software).
• If a service fails to meet what we agreed, tell us. We will fix it, redo the work or, where the failure is major, refund you in line with the Australian Consumer Law.

Digital products and downloads

Some items in our store are digital, such as templates, guides or downloadable assets. Because these are delivered instantly and cannot be returned once accessed, we generally do not offer change-of-mind refunds on digital products once you have downloaded or opened them. This does not affect your rights if a digital product is faulty, does not match its description or does not do what we said it would. In those cases, contact us and we will repair, replace or refund as appropriate.

Physical goods and returns

Where we supply a physical product, you may return it if it is faulty, damaged on arrival, or not what you ordered. Please contact us within a reasonable time of receiving the item and keep your proof of purchase. For approved returns, return the item unused and in its original condition and packaging where possible. We will cover reasonable return postage when the return is due to a fault or our error.

Change-of-mind returns on physical goods are at our discretion and may not always be available. Your guarantees for faulty or misdescribed goods under the Australian Consumer Law always apply, regardless of any change-of-mind policy.

How to request a refund or return

The process is simple and handled by a real member of our team.

1. 1

   Get in touch

   Email info@vikilinks.com.au or call 0452 598 138 with your order or invoice number, the date of purchase and a short description of the issue.

2. 2

   We review it

   We confirm we have received your request, ask any clarifying questions, and for physical goods let you know whether the return is approved and where to send it.

3. 3

   We resolve it

   Once approved, and after we receive and inspect any returned item, we let you know the outcome and process any refund due.

Processing times and method

Once a refund is approved, we process it within 7 to 10 business days. Refunds are returned to your original payment method. Depending on your bank or card provider, it can take a few extra days for the funds to appear on your statement after we process them. If you have not seen an approved refund after 10 business days, please contact us and we will trace it for you.

When a refund may not apply

A refund may be reduced or declined where it falls outside both this policy and your consumer guarantees. Common examples include:

• Work that has already been completed to the agreed standard.
• Third-party costs we have already paid on your behalf and cannot recover, such as advertising spend, domain registration or paid software licences.
• Digital products that have been downloaded or accessed, where there is no fault.
• Goods damaged through misuse, or returned without proof of purchase, where no consumer guarantee applies.

Even where this policy would not give a refund, your rights under the Australian Consumer Law still stand. If you believe a guarantee has not been met, tell us and we will work it through with you.

Cancelling an ongoing service

For ongoing or retainer services, you can cancel by giving us notice in line with your agreement. We will invoice for work completed and any committed third-party costs up to the cancellation date, and refund any prepaid amount that relates to work not yet done. We aim to make exits clean: we will hand over the assets and access you are entitled to so nothing is left stranded.

Contact us

For any question about a refund, return or cancellation, reach our team directly: