Customer Service Policy
1. Definitions
“Accounts Team” means the Spin Design team responsible for billing, invoicing, payment processing, and EziDebit and Stripe related enquiries.
“Customer” means the person or entity who has ordered and accepted services provided by Spin Design Pty Ltd.
“Customer Care Team” means the Spin Design team responsible for handling service enquiries, escalations, and goodwill credit decisions.
“Customer Service” means the assistance provided by Spin Design staff to a Customer in response to a question, support request, or complaint relating to their Services.
“Business Day” means a day other than a Saturday, Sunday, or public holiday in New South Wales, Australia.
“Escalation” means a formal request by a Customer to have an unresolved service matter reviewed by a senior member of the Spin Design Customer Care Team.
“Service” or “Services” means any product or service the Customer has engaged Spin Design to provide, including web design, development, hosting, domain management, SSL, VPS, AI Enhancement, maintenance plans, and SMS services, as described in the relevant Quote or service provisioning communications.
“Spin Design” means Spin Design Pty Ltd (ACN 95 094 058 698).
“Support Ticket” means a formal service request submitted by the Customer through the Spin Design support ticket system at www.spindesign.com.au/support-ticket/.
2. Acceptance
The Customer signified acceptance of this Customer Service Policy, together with Spin Design’s General Terms and Conditions, Privacy Policy, Acceptable Use Policy, Website Hosting Terms and Conditions, and any applicable Registrant Agreement, when they submitted their order for Services and that order was accepted by Spin Design.
3. How to Contact Spin Design
3.1 Preferred Channel — Support Ticket System
The preferred and most efficient method for raising any service matter, support request, or billing enquiry is by submitting a Support Ticket at www.spindesign.com.au/support-ticket/. Using the Support Ticket system ensures that your request is logged, allocated to the correct team, and tracked through to resolution. Support Tickets are monitored during Business Hours.
3.2 Email
The Customer may contact Spin Design by email at info@spindesign.com.au for general enquiries. For billing and payment matters, including EziDebit On Demand debit notifications and Stripe payment queries, the Customer should contact the Accounts Team via the email address confirmed on their invoice or in their service provisioning communications. Email correspondence from an authorised representative of the Customer is a binding channel of communication in accordance with the General Terms and Conditions.
3.3 Telephone
The Customer may contact Spin Design by telephone on 1300 620 675 during published Business Hours. Please note that telephone support is not always immediately available. Where a matter requires a formal record or involves a billing, contractual, or technical decision, the Customer is encouraged to follow up any telephone conversation in writing by Support Ticket or email so that a record is maintained.
3.4 Live Chat
A Live Chat facility is available on the Spin Design website at www.spindesign.com.au during Business Hours. Live Chat is suitable for general enquiries and initial triage of service matters. Complex technical or billing matters raised via Live Chat will be directed to the appropriate team and may result in a Support Ticket being raised on the Customer’s behalf.
3.5 Remote Support — Splashtop SOS
Where Spin Design staff require remote access to the Customer’s device to resolve a technical issue, this will be conducted via Splashtop SOS. Splashtop SOS must be downloaded and installed by the Customer before a remote session can commence. Downloads are available at:
Windows: https://d17kmd0va0f0mp.cloudfront.net/sos/SplashtopSOS.exe
Mac: https://d17kmd0va0f0mp.cloudfront.net/sos/SplashtopSOS.dmg
Remote sessions will only be initiated with the Customer’s explicit consent and will only access systems and files relevant to the support matter.
4. Response Timeframes
4.1 Standard Service Requests
Spin Design aims to respond to all Support Tickets and emails within two (2) Business Days of receipt. Each time the Customer sends a further response or adds additional information to an open request, the two Business Day response window resets from the date of that response.
4.2 Escalations
Where a Customer submits a formal Escalation in accordance with clause 5, the Customer Care Team aims to provide a substantive response within three (3) Business Days of receipt of the Escalation. Each time the Customer responds to an open Escalation, the three Business Day window resets from the date of that response.
4.3 Critical and Security Incidents
For matters involving a critical service outage or active security incident affecting a hosted website or email service, Spin Design will acknowledge the Support Ticket and provide an initial status update within four (4) business hours of receipt during Business Hours. Resolution timeframes will depend on the nature and complexity of the incident.
4.4 Accounts Team
For On Demand debit notifications issued by the Accounts Team under the EziDebit direct debit arrangement, the two Business Day response window applies from the date of the notification, as set out in the General Terms and Conditions. Failure to respond to an On Demand debit notification within two Business Days will be treated as confirmation that the debit amount is not disputed.
5. Escalation Process
5.1 When to Escalate
A Customer who is not satisfied with the response received from Spin Design, or where a matter has not been responded to within the applicable timeframe in clause 4, may formally escalate the matter by submitting a written Escalation to the Customer Care Team.
5.2 How to Submit an Escalation
Escalations must be submitted by email to info@spindesign.com.au or by raising a new Support Ticket clearly marked as an Escalation. The Escalation must include:
- a clear and detailed description of the original question or issue, with references to any prior Support Tickets, email threads, or telephone calls and their approximate dates;
- a description of the outcome that would, in the Customer’s view, resolve the matter satisfactorily; and
- any supporting information, screenshots, error messages, or documentation relevant to the matter.
5.3 External Resolution
If the Customer is not satisfied with the outcome of the Escalation process, or the matter has not been responded to within the applicable timeframe, the Customer may seek advice from the following external bodies:
- NSW Fair Trading: www.fairtrading.nsw.gov.au or 13 32 20;
- Australian Competition and Consumer Commission (ACCC): www.accc.gov.au or 1300 302 502; or
- the relevant state or territory Consumer Affairs agency.
Spin Design encourages Customers to exhaust the Escalation process before seeking external resolution.
6. Customer Conduct
6.1 Standards of Communication
The Customer agrees to conduct themselves in a professional, respectful, and courteous manner in all communications with Spin Design staff, whether by Support Ticket, email, telephone, Live Chat, or any other channel.
6.2 Unacceptable Conduct
Spin Design staff will not be required to respond to, and may decline to continue, any communication where the Customer:
- uses offensive, obscene, threatening, or abusive language;
- uses excessive capitalisation for the purpose of shouting or aggressive emphasis;
- makes threats of violence, physical harm, or harassment directed at any Spin Design staff member;
- makes threats of legal action or referral to an external body before the Escalation process in clause 5 has been completed and a reasonable timeframe for resolution has elapsed; or
- publicly posts or broadcasts a complaint, criticism, or allegation about Spin Design or its Services on social media, review platforms, forums, or any other public medium before the matter has been raised with Spin Design and either answered or the Escalation process completed.
6.3 Effect of Unacceptable Conduct
Where a Customer engages in conduct described in clause 6.2, Spin Design may:
- decline to respond to the specific communication until conduct improves;
- direct all further communications to a senior staff member or the Customer Care Team; or
- in serious or repeated cases, suspend or terminate the Customer’s Services in accordance with the General Terms and Conditions.
Spin Design will always endeavour to resolve service matters in good faith and expects the same in return.
7. Goodwill Credit
7.1 Discretionary Nature
A member of the Spin Design Customer Care Team may, at their sole discretion, apply a Goodwill Credit to the Customer’s account as a gesture of goodwill in connection with a service matter. The application of a Goodwill Credit does not constitute an admission of fault or liability by Spin Design.
7.2 Conditions of Use
Goodwill Credits are subject to the following conditions:
- a Goodwill Credit is not redeemable for cash and has no monetary value outside of the Spin Design account system;
- a Goodwill Credit may only be used as a credit against system generated invoices for Spin Design Services or to purchase additional Services; and
- a Goodwill Credit will expire twelve (12) months from the date of issue if unused.
8. Non Compliance
In accordance with the Spin Design General Terms and Conditions, Spin Design may suspend or terminate the Services of a Customer who repeatedly fails to comply with this Customer Service Policy when seeking support or escalating a matter. Any support request submitted in a manner that does not comply with this Policy, including requests submitted through unofficial channels after being advised of the correct process, will not receive the response timeframe protections set out in clause 4.
9. AI Assisted Support Tools
Spin Design may use AI assisted tools to assist in the triage, categorisation, or drafting of responses to Support Tickets and emails. All AI assisted communications are reviewed by a qualified Spin Design staff member before being sent. Where a Customer has a concern about AI involvement in a support communication, they may request that their matter be handled entirely by a human staff member by stating this in their Support Ticket.
10. Amendments
Spin Design may amend this Customer Service Policy at any time. Material amendments will be published on the Spin Design website at www.spindesign.com.au with the effective date and version number clearly displayed. Where Spin Design makes a material change that affects a Customer with an active account, Spin Design will provide at least thirty (30) days prior written notice by email. Continued use of any Spin Design Service after the effective date of an amendment constitutes acceptance of the revised Policy.
11. Related Documents
This Customer Service Policy forms part of the Spin Design legal document suite. The following documents apply in conjunction with this Policy and are available at www.spindesign.com.au/terms-conditions/:
- General Terms and Conditions (Version 2.0, 2026)
- Privacy Policy (Version 1.0, 2026)
- Website Hosting Terms and Conditions (Version 2.0, 2026)
- Service Level Agreement (Version 2.0, 2026)
- Acceptable Use Policy (Version 2.0, 2026)
- ICANN Registrant Rights and Responsibilities
1. Definitions
1.1.“Customer” means the person or entity who ordered services provided by Spin Design.
1.2. “Customer Service” means the relationship between Spin Design staff and the Customer, with the purpose of assisting the Customer with a question they have asked.
1.3. “Service”, “Service(s)” or “Services” means any product(s) or service(s) the Customer has signed up to use. This can include, but is not limited to, the provisioning of space on one of our servers and a connection to and from the internet for web, email hosting and/or FTP services to function at the level specified in the chosen service level, domain name registration or transfer or renewal, SSL, VPS and SMS services. These product(s) and service(s) are identified in full within the “sign up” and “service provision” emails Spin Design has sent after the Customer requests the service.
1.4. “Spin Design” means Spin Design Pty Ltd.
2. Acceptance
2.1. The Customer signified acceptance of this Customer Service Policy, as well as our Terms of Service, Privacy Policy, Acceptable Use Policy and any applicable Registrant Agreement when they submitted their order to Spin Design for Services, and that order was accepted.
3. Appropriate Channels for Receiving Customer Service
.1. Sending an email to the appropriate department (if applicable) using the details made available on the Spin Design website at Contact Us
3.2. By phoning 1300 620 675. Please note that our Customer Care department is not always available via telephone.
3.3. By utilising the Live Chat facility to communicate with Spin Design staff members online at https://www.spindesign.com.au/.
4. Customer Conduct
4.1. The Customer agrees to conduct themselves in an appropriate and professional manner when seeking Customer Service from Spin Design.
4.2. Spin Design staff will not respond to requests for Customer Service if the Customer:
a. Has used offensive or obscene language;
b. HAS USED EXCESSIVE CAPITALISATION FOR THE PURPOSE OF SHOUTING;
c. Has made threats of violence, legal action or referral to an external party (eg. Department of Fair Trading);
d. Has posted the issue or question on a public medium, such as social media, forums or blogs, before it has been either raised with or answered by Spin Design staff within an appropriate timeframe (refer to section 5) or before the escalation process (refer to Section 6) has been completed.
5. Appropriate Timeframes
5.1. Emails sent to Spin Design seeking Customer Service should be answered by Spin Design staff within two (2) business days. Each time a response is made by the Customer this timeframe will be reset.
5.2. Emails sent to Spin Design seeking an escalation to a Customer Service matter should be answered by the Customer Care team within three (3) business days. Each time a response is made by the Customer this timeframe will reset.
6. Escalation Process
6.1. Customers who are not satisfied with the Customer Service they have received from Spin Design should send an email to the Customer Care team at info@spindesign.com.au with the following information:
a. A detailed explanation of the question or issue, with references to any prior emails or telephone calls;
b. A detailed explanation of the outcome that would resolve the issue;
c. Any other information or details that will help Spin Design to resolve the issue.
6.2. If the Customer is still not satisfied with the outcome, or it has not been answered within the appropriate timeframe (refer to Section 5), the Customer should seek advice from external sources such as the Department of Fair Trading or Consumer Affairs in their state or territory.
7. Customer Service Goodwill Credit
7.1. Spin Design Customer Care team members may make the decision to apply a Customer Service Goodwill credit to the Customer’s account.
7.2. This credit is not redeemable for cash and can only be used to purchase additional Spin Design services or as a credit on system generated invoices for Service renewals.
8. Noncompliance
8.1. In accordance with the Spin Design Terms of Service, Spin Design may suspend or terminate the Service(s) of a Customer who has refused to follow this policy when seeking Customer Service or escalating an issue.
8.2. Any requests for Customer Service made outside of the guidelines set within this policy will not be covered by this policy.
9. Changes
9.1. Spin Design may amend our Customer Service Policy at any time. Changes to this agreement will become effective upon their publication on our website.
9.2. Continued use of the Service(s) constitutes acceptance of the amended terms. If you do not wish to accept the amended terms, you may request cancellation of your Services) inline with our cancellation policy found within our Terms of Service.