Effective date: 1 April 2026 · MOHO & Cave Pty Ltd operating as Merebase · ABN: 27 657 476 563
Our refund policy is built around the way our process works. You confirm exactly what is being built before you pay anything. That means by the time payment is made, both sides have agreed in writing on the scope. Revisions exist to address anything that does not match that scope.
If something is genuinely wrong, contact us. We will work it out.
Before any payment is requested, your build architect reviews your build description and prepares a build scope. The build scope lists exactly what will be built: every feature, every workflow, every behaviour. You review it, ask any questions, and either confirm it or request changes.
Payment is only requested after you have confirmed the scope in writing. Once payment is made, the build begins immediately.
This process exists so that the conditions under which a refund would normally be warranted simply do not arise. You are not paying for something you have not seen described. You are paying to build something you have already agreed to.
Once payment is made and the build has commenced, refunds are not available. Build work is specific to your agreed scope and begins immediately after payment confirmation.
Every build includes two rounds of revision. A revision is a correction to something that does not match the agreed build scope. If the delivered build contains something that differs from what the build scope specifies, raise it as a revision request during the 7 day build preview window. We will fix it.
If after two revision rounds the build still materially fails to match the agreed scope and we cannot resolve it, Merebase will work with you to find a fair outcome. This may include additional remediation work or, where no other resolution is possible, a partial or full refund at our discretion. Each situation is assessed on its merits against the agreed build scope.
If you decide not to proceed after receiving a build scope but before making payment, there is nothing to refund. The scoping process is free.
Nothing in this section removes or limits any consumer guarantees you may have under the Australian Consumer Law. See Section 6 for more detail.
Monthly plans (Starter, Builder, and Studio) are billed monthly in advance. The following terms apply:
Your build is delivered via a time limited download link sent to your email address. If your download link expires before you have downloaded your files, contact us at hello@merebase.com and we will reissue a fresh link at no charge. An expired download link is not a refund situation.
The right steps in order:
We respond to all support contacts within 1 business day.
Nothing in this refund policy removes, restricts, or modifies any right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).
Where you are a consumer as defined by the Australian Consumer Law, you have consumer guarantees that cannot be excluded. These include guarantees that services will be provided with due care and skill, will be fit for the purpose made known to us, and will be delivered within a reasonable time.
Where a consumer guarantee has not been met, your remedies may include asking us to re-perform the service or, where re-performance is not possible, a refund of the amount paid. The Australian Consumer Law determines which remedies are available depending on whether the failure is major or minor.
For more information about your consumer rights, visit the Australian Competition and Consumer Commission at www.accc.gov.au.
For refund requests, billing questions, or anything covered in this policy:
MOHO & Cave Pty Ltd operating as Merebase
ABN 27 657 476 563
PO Box 236, Bald Hills QLD 4036, Australia
Email: hello@merebase.com
We aim to respond to all contacts within 1 business day and to resolve all matters within 10 business days. If a matter cannot be resolved directly, the laws of Queensland, Australia govern this policy and any disputes arising from it.