Refund and Cancellation Policy
Pulse Reach Digital is a business name of Neural Networks Group Pty Ltd (ACN 691 933 632, ABN 53 691 933 632). Read this with our Terms of Service; where the two differ, the Terms apply.
Effective date: 24 September 2026. All prices are in Australian dollars. GST is not currently applicable.
1. Your rights under Australian law come first
Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.
If our services are not supplied with due care and skill, do not match what we described, or are not fit for a purpose we agreed, you may be entitled to a remedy — including a refund — regardless of anything below. Changing your mind is not one of those circumstances.
Nothing below stops us from giving a refund in a particular case where we think it is fair. Doing so once does not waive our position in any other case.
2. Monthly retainers
2.1 Retainers run month to month with no minimum term.
2.2 Either of us can end a retainer with 15 days’ written notice. We keep working and you keep paying through the notice period.
2.3 We do not refund the unused part of a month already paid for where you have simply changed your mind.
2.4 You will not be invoiced again once the notice period ends.
3. Projects
3.1 Deposits secure your place in the schedule and cover the work that begins immediately — discovery, planning and the first stage of delivery. They are not refundable once that work has started.
3.2 If you cancel part way through, you pay for the work completed to that point plus any third-party costs already committed on your behalf. We will itemise both.
3.3 If the completed work is worth less than what you have already paid, we refund the difference.
4. Advertising spend
Advertising spend is billed by the platform, not by us, and we cannot refund it. Where an ad account is in your name, you control and cancel it directly. Our management fee is treated as a retainer under section 2.
5. If we cancel
If we end an engagement for a reason that is not your breach of the Terms, we refund the unused portion of anything you have prepaid. If we end it because of a breach — non-payment, or asking us to publish something unlawful or misleading — prepaid fees are not refunded. Section 1 still applies.
6. Results
We do not refund on the basis that a campaign did not reach a particular ranking, lead volume, cost per acquisition or revenue figure. We do not promise those outcomes, and any proposal that appears to is wrong — tell us and we will correct it. What we are accountable for is doing the agreed work competently and reporting honestly on what it produced. If we have not done that, section 1 applies and we will put it right.
7. How to cancel or ask for a refund
Email [email protected] from an address on your account. Tell us what you would like to do and, if you are asking for a refund, what went wrong. We will acknowledge within 5 business days, confirm the date your cancellation takes effect, and respond to a refund request within 30 days.
Approved refunds are paid to the original payment method within 10 business days.
8. If you are not satisfied with our answer
Tell us and we will look again. If you are still not satisfied, you can contact the Australian Competition and Consumer Commission or your state or territory consumer protection agency. If your complaint concerns personal information, our Privacy Policy explains how to raise it with the Office of the Australian Information Commissioner.
9. Contact
Pulse Reach Digital, a business name of Neural Networks Group Pty Ltd
Suite 17, 89–97 Jones Street, Ultimo, NSW 2007
Email: [email protected]
Phone: +61 468 167 862
Version 1.0 · 24 September 2026