Last updated: 7 June 2026Contact: contact@bettersite.co.nz
Free mockup requests
The free homepage mockup is free to request. You are not signing up for a full website by sending the form.
The free mockup is supplied as a temporary live preview link only. It does not include transferred website files, source files, editable design files, downloadable assets, login access, hosting access, ownership, or a right to copy, rebuild, export, reuse, or receive the files behind the preview.
If you decide not to continue after receiving a free mockup, there is no project cancellation fee for the mockup itself, and the preview link may be disabled, removed, or allowed to expire after a short review period.
Deposits and project payments
A deposit starts the paid website build after you approve the mockup or quote. Deposits help cover booked time, planning, design, writing, setup, and early project work.
Deposits are generally not refundable once paid work has been scheduled, reserved, or started. If you cancel after work has started, Better Site may keep some or all of the deposit to cover work already completed, booked time, time set aside, administration, and reasonable project costs. If no meaningful paid work has started, Better Site may assess a partial refund at its discretion, less any reasonable costs already incurred.
The accepted quote or invoice confirms the deposit amount, balance due, due dates, and any different payment terms for custom work.
Work already completed
Custom website work, copywriting, design work, setup, content edits, SEO content updates, support, and troubleshooting are usually not refundable once completed, because they are personalised services created for your business.
You are not entitled to a refund merely because you later change your mind, prefer a different style, choose another provider, no longer need the site, do not use the work, or dislike an approved direction where the work was provided within the agreed scope.
If there is a genuine service problem, Better Site will be given a reasonable chance to investigate and fix it where the law allows. Nothing in this policy limits rights you may have under New Zealand consumer law that cannot legally be excluded.
Change of mind
Better Site does not offer automatic change-of-mind refunds for paid custom website work. This includes deciding you no longer like the site direction, changing your business plans, choosing a different provider, no longer wanting a website, expecting extra work outside the agreed scope, or changing your preferences after work has started.
If you change your mind after approving a paid project, tell Better Site as soon as possible. Any refund, credit, or final invoice will depend on the work completed, booked time, costs already incurred, third-party fees, project stage, and what has been agreed in writing. Once custom work has been substantially started or completed, a change-of-mind refund will usually be refused unless Better Site agrees otherwise or the law requires a remedy.
Cancelled projects
If a project is cancelled before completion, Better Site may invoice for completed work, approved milestones, third-party costs, or reasonable time already spent that is not covered by a deposit.
Where practical and paid for, Better Site may provide a handover of completed paid project files or work-in-progress that is useful to the client. Handover does not include free mockup files, internal working systems, source files, editable design files, unused concepts, server access, provider credentials, or third-party materials unless agreed in writing. Handover may also be limited if invoices are unpaid or third-party licences restrict transfer.
If Better Site cancels a paid project for reasons that are not caused by the client, Better Site will take a fair approach to any refund or handover based on the work completed, costs already incurred, and what has been paid.
Monthly hosting and care plans
Monthly care plans can be cancelled by emailing contact@bettersite.co.nz. Request cancellation before the next billing date if you do not want the next month to renew. If cancellation is requested after a new billing period has started, the cancellation may take effect at the end of that billing period unless Better Site agrees otherwise.
Fees already paid for the current month are generally not refunded unless required by law, agreed in writing, or the service has not been provided in a meaningful way. Unused edit allowances, support time, hosting time, or care plan inclusions do not automatically convert to cash refunds or roll over.
When a monthly plan ends, hosting, support, backups, monitoring, edits, and care services may stop. If the client wants to move the website elsewhere, the client needs to arrange replacement hosting and request handover before the plan ends.
Third-party costs
Third-party costs may be non-refundable once purchased, renewed, reserved, or used. This can include hosting, domains, licences, stock assets, software, platform fees, specialist services, or other costs bought for the project.
Better Site will tell you about important third-party costs where they are known and material to the project. Third-party refunds, credits, transfer fees, and cancellation rules may depend on the provider's own terms.
How to request a cancellation or refund
Email contact@bettersite.co.nz with your name, business name, website or project name, what you want cancelled, and the reason for the request.
Better Site will reply with the project status, any final invoice or refund position, and any practical next steps for handover, hosting, domain, or file access.
Late payment and overdue accounts
If an invoice is overdue, Better Site may pause new work, delay launch or handover, pause non-urgent care work, or suspend hosting after reasonable notice where practical.
Better Site is not responsible for downtime, lost enquiries, lost rankings, lost sales, or other business loss caused by overdue payment, failed payment, or a cancelled service.
