Cancellation and Refund Policy

Last updated: 19 September 2026

This policy explains how cancellations and refunds are handled for services provided by Owen Anthony Cumine, trading as Acoma (ABN 95 542 651 312). It should be read alongside our Website and Service Terms.

1. Your consumer guarantees are not affected

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded or restricted under the Australian Consumer Law.

2. Change-of-mind cancellations

Management, strategy, campaign setup and creative work that has already been properly performed is generally not refundable simply because you change your mind. This reflects that the work has been done, not that every fee is automatically non-refundable in every circumstance — see Section 4 for service problems.

3. Cancelling before work begins

If you cancel before Acoma begins providing the agreed services for a billing period, Acoma will refund the applicable management fee in full. Any separately authorised advertising spend, or a non-recoverable third-party cost, is accounted for separately from the management fee and will only be deducted or retained where it was clearly disclosed to you and authorised by you in advance — see Section 5.

4. Service problems

If there is a problem with a service we provided, we will assess it and provide any remedy required by law. Depending on the circumstances, this may include correcting or re-performing the work, a partial refund, a full refund, or ending the affected service. We encourage you to report a problem as soon as you notice it, so we can address it quickly, but reporting it later does not automatically remove any legal right you have.

5. Advertising spend

• Once advertising spend has been charged and delivered to a platform (for example, Meta), it is generally controlled by that platform's own billing and refund policies, not by Acoma. Disputes about spend charged directly by a platform should usually be raised with that platform.
• Acoma remains responsible for its own errors, unauthorised spending, or any breach of an agreed spending cap.
• Where Acoma holds ad-spend funds that have not yet been committed to advertising, those unused funds will be reconciled and returned to you, subject to any clearly disclosed and lawful deductions.
• Where reasonably available, we will give you access to platform billing information relevant to your account.

6. Ongoing engagements

As set out in our Website and Service Terms, our services generally run month-to-month with no fixed term. Cancelling stops future billing periods; it does not retroactively refund a current or past billing period that has already been worked, except as described in Section 3 or Section 4.

7. Billing errors

If you believe you have been billed in error, contact us and we will review it. We do not apply an arbitrary short deadline that would cut off a right you have under law; you are welcome to raise a billing concern at any time, though raising it promptly helps us investigate more easily.

8. How to request a refund

To request a refund or raise a billing concern, email contact@acomaagency.com or call 0483 299 678, with your business name and the billing period in question. We will acknowledge your request within five business days. Acknowledging a request is not the same as resolving it — some requests need more time to investigate properly, and we will keep you updated.

9. Changes to this policy

We may update this policy from time to time. The "Last updated" date above reflects the most recent revision.