Refund Policy

Last updated: July 15, 2024

Introduction

At DesignMasters AU, we are committed to providing high-quality web design and development services that meet or exceed our clients' expectations. We understand that sometimes situations arise where a refund may be requested. This Refund Policy outlines our procedures and guidelines regarding refunds, cancellations, and project terminations.

By engaging our services, you agree to the terms outlined in this Refund Policy. We encourage you to read this policy carefully to understand your rights and responsibilities.

Refund Eligibility

Our refund policy varies depending on the type of service provided and the stage of the project. Below are the general conditions under which refunds may be considered:

Deposits and Upfront Payments

For all our web design and development projects, we require an upfront deposit (typically 50% of the total project cost) to commence work. This deposit is:

  • Non-refundable once work has commenced - This includes initial consultations, research, planning, design concepts, and any development work.
  • Partially refundable (less administrative costs) if the project is cancelled before work commences - An administrative fee of 15% will be deducted from the refunded amount to cover our administrative costs and the reservation of resources for your project.

Ongoing Projects

For projects that are already in progress:

  • If you decide to cancel a project that is in progress, payment will be due for all work completed up to the point of cancellation.
  • The amount payable will be calculated based on the percentage of the project completed, with a minimum charge of 50% of the total project cost.
  • Any remaining balance after calculating the cost of work completed will be refunded.

Completed Projects

For projects that have been completed and delivered:

  • Once a project has been completed and the final deliverables have been provided, no refunds will be issued.
  • If you are dissatisfied with any aspect of the completed work, please refer to our revision policy outlined in your service agreement.

Monthly Services and Subscriptions

For ongoing monthly services (such as maintenance packages, hosting, or support subscriptions):

  • Monthly services are billed in advance and are non-refundable for the current billing period.
  • You may cancel your subscription at any time, and no further charges will be made after the current billing period ends.
  • No partial refunds will be provided for unused portions of a billing period.

Conditions for Refunds

Refunds may be considered under the following circumstances:

Service Not Provided

If DesignMasters AU fails to provide the agreed-upon services as specified in the contract or service agreement, you may be eligible for a full or partial refund, depending on the circumstances and the stage of the project.

Significant Delays

If there are significant delays in project completion that are solely attributable to DesignMasters AU (not due to client delays in providing feedback, content, or approvals), a partial refund may be considered on a case-by-case basis.

Inability to Fulfill Requirements

If we determine that we cannot fulfill the specific technical requirements outlined in the original agreement despite our best efforts, we will discuss alternative solutions or consider a partial refund for services not rendered.

Ineligible for Refunds

Refunds will not be provided under the following circumstances:

  • Change of mind - If you simply change your mind about the project after work has commenced.
  • Unreasonable expectations - If your expectations are different from what was agreed upon in the original project scope and contract.
  • Client delays - If project delays are caused by the client's failure to provide necessary information, content, feedback, or approvals in a timely manner.
  • Design preferences - If you are dissatisfied with the design direction despite it meeting the agreed-upon requirements (standard revision processes should be followed instead).
  • Third-party services - For costs associated with third-party services or products that have been purchased on your behalf (such as domain registration, premium plugins, stock photos, etc.).
  • After approval - Once you have approved designs, functionalities, or deliverables, these cannot be refunded if you later decide you are dissatisfied.

Refund Process

If you believe you are eligible for a refund, please follow these steps:

  1. Submit a written request - Send an email to info@designmastersau.com with the subject line "Refund Request" and include your project name or number.
  2. Provide details - In your request, clearly explain the reasons for seeking a refund and reference the specific terms of our agreement that you believe entitle you to a refund.
  3. Documentation - Include any relevant documentation or evidence that supports your refund request.

Review Process

Once we receive your refund request:

  1. We will acknowledge receipt of your request within 2 business days.
  2. Our team will review your request and the project history within 5-7 business days.
  3. We may contact you for additional information or to discuss possible alternatives to a refund.
  4. A final decision will be communicated to you in writing.

Processing Time

If a refund is approved:

  • Refunds will be processed within 10 business days of approval.
  • Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed upon.
  • Credit card refunds may take an additional 5-10 business days to appear on your statement, depending on your financial institution.

Project Cancellation by DesignMasters AU

In rare circumstances, DesignMasters AU may need to cancel a project. This could happen due to:

  • Unforeseen technical limitations that make it impossible to complete the project as specified
  • Unavailability of critical resources needed to complete the project
  • Violation of our terms of service by the client
  • Other extraordinary circumstances beyond our control

If DesignMasters AU cancels a project:

  • You will receive a refund for any portion of the project that has not been completed.
  • You will be charged for all work completed up to the point of cancellation.
  • We will provide you with all work completed up to that point, where applicable.

Disputes and Resolution

If you disagree with our decision regarding your refund request, we encourage you to:

  1. Respond to our decision email with any additional information or clarification that might affect our decision.
  2. Request a meeting or call with our management team to discuss your concerns.
  3. Consider mediation if we cannot reach an agreement through direct communication.

We are committed to resolving all disputes fairly and amicably. All disputes will be governed by the laws of Australia and subject to the jurisdiction of Australian courts.

Changes to This Policy

DesignMasters AU reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically to stay informed of any updates.

The terms of the Refund Policy in effect at the time of your purchase will apply to your transaction.

Contact Information

If you have any questions about our Refund Policy, please contact us at:

DesignMasters AU
84 White Track, Grahamton CV34 4DF
Australia
Email: info@designmastersau.com
Phone: +447931592989