Refund Policy
How refunds, cancellations and defects are intended to be handled — pending confirmation of final terms.
Draft — pending professional review
Draft for internal review. This document has not been reviewed by a qualified legal practitioner and must not be treated as legal advice or a final published policy.
Last updated · Draft — not yet approved
1. Status of this policy
This refund policy is a draft. Final commercial terms, including cancellation rights and refund eligibility, are still being confirmed and are not presented on this website as settled facts.
Nothing in this draft is intended to limit rights that cannot be excluded under the Australian Consumer Law.
2. Our services are made to order
Website projects are custom work that begins as soon as a scope is agreed and a project slot is committed. Because of that, refund eligibility depends on how far the work has progressed, not only on when a request is made.
3. Before work begins
If a verified payment has been received and work has not yet started, a cancellation request will be assessed against the terms agreed in writing at purchase. [Final cancellation window and any administrative fee pending confirmation.]
4. After work begins
Once design or development has started, work completed to the agreed scope is not refundable simply because the client changes direction. Where work has not yet been performed for a milestone, that portion may be considered for refund at the studio's discretion.
Changes of mind about direction, content or features are handled through the included revision rounds or quoted as additional work.
5. Defects and warranty
If something does not work as agreed, tell us. Defects against the agreed scope are fixed at no charge within the 14-day bug-fix period that begins at the agreed delivery milestone.
Faults caused by third-party services, hosting changes, later edits by others, or content supplied by the client are outside that warranty.
6. Failed, duplicated or unrecognised payments
Payments are verified against the payment provider before an order is confirmed. If a payment is duplicated, fails, or arrives without a matching order, it is reviewed and resolved — including a refund where a charge was taken without a corresponding confirmed order.
A returned success page is not treated as proof of payment; verification happens server-side.
7. How to request a refund
Send a request through the contact form with your order reference and the reason. Include any relevant detail so the request can be assessed without a long back-and-forth.
Response and resolution timeframes, and the process for disputed charges, are still being finalised. [Pending confirmation.]
Internal note: business identity details, registered address, tax treatment and final service terms are not confirmed and are deliberately omitted rather than invented. This document must not be published as final until reviewed.