Refund policy

The short version

Miss our contracted deadline and that deliverable is free. Work through all three edit rounds and it is still wrong, we refund the piece or redo it, your call.

When you get a refund

• Missed deadline: the deliverable arrives late and it is our fault. That piece is free, full stop.
• After three edit rounds: the work still does not match the approved brief. Choose a full refund for that piece or one more round with a senior pair of eyes.
• We cancel on you: if we pull out of a job for any reason, everything you paid for undelivered work comes back within 7 days.

When a refund does not apply

• You changed your mind about the brief after work started. Scope changes get re-quoted instead.
• The delay came from waiting on your feedback or materials. We will have flagged it in writing at the time.
• Work already delivered and approved. Approving a draft and then disliking it later is a revision, not a refund.
• Third-party costs already spent on your behalf (stock licences, studio hire, ad spend).

Retainers

Cancel with 14 days written notice and the current month is it. Work already produced in that month is delivered and billed normally. No exit fees, no 'are you sure' call loop.

How to ask

Email visualcontentstudio@gmail.com with the invoice number and what went wrong. Refunds are processed within 7 business days to the original payment method. If we disagree about a claim, the terms of service have the formal process, and Australian Consumer Law still applies regardless.

Questions about this page

Think you are owed a refund? Email with the invoice number. It gets a real answer, not a form letter.

Write to visualcontentstudio@gmail.com, call +61 7 3192 0456 (Mon to Fri, 9:00 to 18:00 AEST), or find us at 113A Augusta Rd, Lenah Valley TAS 7008. You can also use the contact form.