At LaunchApp, we specialize in custom digital products and app scaling services. Because our work involves dedicated specialist hours and intangible digital assets, we handle refund requests according to the following framework to ensure fairness for both parties.

1. Refund Eligibility

Refunds are only considered in specific circumstances where LaunchApp has materially failed to deliver the agreed-upon scope of work as defined in your Service Agreement or Statement of Work (SOW).

A refund may be issued if:

• Service Failure: We fail to deliver a milestone or project after a written notice and a 14-day cure period provided to remedy the issue.

• Billing Errors: There is a verifiable accounting error or duplicate charge on our part.

• Mutual Termination: Both parties agree to a partial refund for un-started phases of a project.

2. Non-Refundable Scenarios

We do not provide refunds under the following conditions:

• Client Delays: Failure by the Client to provide necessary assets, feedback, or approvals that hinder project progress.

• Scope Changes: Issues arising from new requirements or changes in project direction initiated by the Client.

• Accepted Work: Once a deliverable (Design, Prototype, or Code) has been formally accepted, published, or deployed, it is no longer eligible for a refund.

• Third-Party Costs: Any fees paid to third parties (Server hosting, API licenses, App Store fees, or Stock media) are non-refundable.

3. Refund Calculation

If a refund is approved, the amount will be calculated by deducting the following from the total payments made:

1. Resource Costs: Staff hours and subcontractor fees already spent on the project.

2. Administrative Fees: A standard 15% processing fee for project management and overhead.

3. Committed Expenses: Any third-party costs already incurred.

The remaining balance (if any) will be refunded via the original payment method or issued as a service credit, at LaunchApp’s discretion.

4. Claim Submission & Deadlines

• Timeline: You must submit a refund request in writing within 14 calendar days of receiving the disputed deliverable or milestone. After this period, the right to claim a refund expires.

• Processing: Once a claim is received, we will evaluate it and provide a formal decision within 7 business days.

5. Australian Consumer Law (ACL)

This policy is designed to complement your rights under the Australian Consumer Law. Nothing in this policy excludes or limits your statutory rights regarding consumer guarantees for services that fail to meet Australian standards.

Contact Us

For any questions or to submit a request, please contact our accounts team: Email: hello@launchapp.com.au

Website: www.launchapp.com.au