Our commitment to fair and transparent resolution of refund requests and disputes.
This Refund and Dispute Policy ("Policy") outlines the terms and conditions governing refund requests and dispute resolution for services provided by Digital Ladder ("Company," "we," "us," or "our"). By purchasing or subscribing to our services, you agree to be bound by this Policy.
All sales of services and subscriptions are final. Refunds are not provided except in cases of service failure or as otherwise specified in this Policy.
If we fail to deliver the services as described in the service agreement due to our error or technical failure, you may be eligible for a prorated refund for the affected service period. Refund requests must be submitted within 14 days of the service failure.
Subscription cancellations do not entitle clients to refunds for any remaining subscription period. Services will continue until the end of the current billing cycle.
In exceptional circumstances, and at the sole discretion of the Company, prorated refunds may be issued for unused portions of a subscription. Such decisions are made on a case-by-case basis.
All refund requests must be submitted in writing through our contact form or via email to our support team. Requests should include your account details, the reason for the refund, and supporting documentation.
We will review all refund requests within 10 business days of receipt. You will be notified of the decision via email.
If approved, refunds will be processed within 14 business days and credited to the original payment method used for the purchase.
If you have a dispute regarding our services, we encourage you to contact us first to attempt an informal resolution. Many disputes can be resolved quickly through direct communication.
If informal resolution is unsuccessful, you may submit a formal written dispute notice detailing the nature of the dispute and the remedy sought. This notice should be sent to our designated dispute resolution email address.
Both parties agree to engage in good faith negotiations to resolve any disputes before pursuing legal action or arbitration.
If a dispute cannot be resolved through negotiation, it shall be settled by binding arbitration in accordance with the laws of New Zealand. The arbitration shall be conducted by a mutually agreed-upon arbitrator.
Each party shall bear its own costs of arbitration, including legal fees, unless the arbitrator determines otherwise.
The arbitrator's decision shall be final and binding on both parties, and judgment may be entered in any court of competent jurisdiction.
Initiating a chargeback without first attempting to resolve the issue with us directly may result in immediate suspension of services and may be considered a breach of our Terms and Conditions. We strongly encourage clients to contact us before initiating any chargeback proceedings.
The following are non-refundable under any circumstances:
We reserve the right to modify, suspend, or discontinue any aspect of our services at any time. Such changes do not entitle clients to refunds unless there is a material reduction in the core functionality of the service as originally purchased.
Any disputes or claims arising from the use of our services must be raised within 90 days of the event giving rise to the dispute. Claims not raised within this timeframe will be deemed waived.
This Policy shall be governed by and construed in accordance with the laws of New Zealand. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of New Zealand.
The Company reserves the right to modify this Policy at any time. Clients will be notified of any significant changes, and continued use of the services constitutes acceptance of the modified Policy.
For refund requests or to initiate a dispute resolution process, please contact us:
Last Updated: March 15, 2025