Refund policy

Your rights under the Australian Consumer Law

Our plans and monthly action lists come with guarantees that can’t be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. This policy explains how we put them into practice, and the promise we make on top of them.

When we fix, replace or refund

This applies to each plan you buy: the Meta ads plan, the Google Ads plan and the ChatGPT ads test plan, whether you bought one, two or all three. If a plan:

• isn’t tailored to the answers you gave (for example, it’s for the wrong type of business or ignores the budget or goal you entered),
• is materially wrong (it contains an error that would lead you to set up or run your ads incorrectly), or
• doesn’t arrive within one business day of your last after-checkout answers (for the plan + account audit, of your uploaded reports),

tell us and we’ll fix it, replace it or refund you. Where the problem is a major failure under the Australian Consumer Law, you can choose a refund.

The same applies to the account audit: if it isn’t worked out from the reports you uploaded, is materially wrong, or we can’t produce it from reports exported as the upload page describes, we’ll fix it, redo it or refund the audit part of your order (the difference between the plan + account audit and the plan).

The same applies to a monthly action list: if a month’s list doesn’t arrive, isn’t matched to your plan, or is materially wrong, we’ll fix it or refund that month.

The audit guarantee

On the plan + account audit, if your audit doesn’t find at least three changes worth making, you get a full refund.

• A change worth making is a finding your audit marks “Fix first” or “Fix soon”: something in your account, measured against your plan’s own numbers, that’s worth changing now. Findings marked “Worth a look” don’t count towards the three.
• What we refund: the full price you paid for the plan + account audit (A$399), or for the audit upgrade (A$250) if you added the audit to a plan you’d already bought. If you bought the audit with two or three plans, we refund A$350: the audit (A$250) plus the Meta ads plan’s part of the price (A$100). You keep every plan and your audit.
• It covers the Meta account audit only. The Google Ads plan and the ChatGPT ads test plan don’t carry this guarantee; the rest of this policy applies to them as to any plan.
• How it works: we check every audit against this promise before it’s sent. If it applies, we refund you and email you to say so. You don’t need to ask.
• If you think we’ve counted wrong: tell us within 30 days of receiving your audit. We give you the benefit of the doubt and answer within 2 business days.
• If your reports can’t be audited: the upload page checks every file before your audit starts. If a report the audit needs is missing or can’t be read (for example, the ad sets export for the last 30 days), it tells you what’s wrong and nothing from that upload is kept. Your audit starts only once the reports it needs are in, and the promise is counted on that audit.
• A monthly action list isn’t part of the audit price. If you chose one, it carries on until you pause or cancel it.
• The 30-day re-audit is included with your audit and isn’t covered separately.
• It isn’t a promise about results. It covers what the audit finds, not what your ads do afterwards (see “Results” below).

The ChatGPT ads test plan

Your free check-up tells you before you pay whether a ChatGPT ads test fits your numbers. If your full plan, worked out from your after-checkout answers, says wait, it gives you the steps to get ready and the test to run once you are. A “wait” is the plan doing its job, so on its own it isn’t grounds for a refund. The rest of this policy applies to the ChatGPT ads test plan as to any plan.

Change of mind

Changed your mind before your plans arrive? Cancel your order from your order page (the link in your order emails) at any time before it’s delivered, including while we’re waiting for your answers or your reports. We refund everything you paid with that order, in full, to the payment method you used, and email you to confirm. If you added a monthly action list with it, the list ends at once and its first month is part of the refund. If you added an account audit or another plan to a plan you’d already bought, you can cancel that order the same way until it’s delivered; the plans you already had stay yours.

A plan is a digital product made for your business. We don’t give refunds for change of mind once your plan has been delivered. The same applies to an account audit once it’s delivered.

The monthly action list can be paused for one or two months, or cancelled, at any time. Pausing skips the charges and the lists for those months; cancelling stops future charges, and the list runs to the end of the month you’ve paid for. We don’t refund part of the current month for change of mind.

Results

Advertising results depend on many things outside our control: your product, price, offer, website, budget, market and the platforms’ own systems. We don’t guarantee results, so ad performance on its own isn’t grounds for a refund under this policy. The audit guarantee above is about what the audit finds, not about results. This doesn’t limit any right you have under the Australian Consumer Law, including where a plan wasn’t supplied with due care and skill or wasn’t fit for the purpose we described.

How to ask

Email hello@offretainer.com with your order email address and what’s wrong. Screenshots help. We’ll reply within one business day. If we agree a refund, it goes back to the payment method you used, usually within 5–10 business days depending on your bank.

If you’re not happy with how we’ve handled your request, you can contact your state or territory consumer protection agency.