Refund requests will be considered under the following conditions:
All refund requests will be fulfilled according to the following arrangement:
If a refund request is submitted prior to the delivery of initial design concepts, you may be eligible for a refund, less a 10% service and processing fee.
If you request a refund within 48 hours of receiving the initial design concepts, you may be eligible for a 66% refund, less a 10% service and processing fee.
If you request a refund within 48 to 120 hours of receiving the initial design concepts, you may be eligible for a 33% refund, less a 10% service and processing fee.
After 120 hours from the delivery of the initial design concepts, no refund requests will be considered. However, because we strive for complete customer satisfaction, you may continue to request revisions in accordance with the applicable revision policy.
Once you accept the initial design concepts or request revisions or modifications to those concepts, the refund option becomes null and void.
If you have not taken any action on your order within 30 days of placing it, no refund request will be considered.
If you wish to reactivate an inactive project, an additional reactivation fee may apply. The amount will be determined after reviewing the status and scope of the project.
Once final files have been delivered, no refund requests will be considered.
Once website development has been completed or the website has gone live, no refunds will be granted.
Once the storyboard design has been completed for a video animation package, no refund requests will be entertained.
If a client chooses to cancel, discontinue, suspend, or withdraw from a project after work has commenced, refund eligibility will depend on the amount of work already completed.
If the project is 40% or more complete, or if the project is otherwise near completion, the client will not be eligible for a refund.
This includes situations where substantial time, labour, creative work, development, editing, design, production, consultation, project management, or other agreed services have already been provided.
Where less than 40% of the project has been completed, any refund request will be reviewed based on the amount of work already performed, costs already incurred, third-party expenses, processing charges, and the applicable refund terms stated in this policy.
A client’s decision to discontinue the project for personal, financial, strategic, or other reasons unrelated to the quality or delivery of the agreed services does not automatically create an entitlement to a refund.
Where work has already been completed, approved, delivered, revised, or accepted by the client, the value of that work will be considered earned and non-refundable.
If a project is cancelled after the client has approved any stage of the work, requested revisions, or authorized the team to proceed to the next stage, amounts attributable to completed or approved work will not be refundable.
The same refund policy applies to Design Crunchers Agency custom packages as it does to individual packages.
Custom packages may involve multiple services, stages, or deliverables. Refund eligibility will therefore be assessed according to the progress and completion status of the overall project and its individual components.
A refund request must be supported by a legitimate reason.
A refund will generally not be provided where work has been completed according to the agreed brief and the client simply changes their mind after production has begun.
If a concept or deliverable does not reasonably follow the agreed brief, additional revisions may be provided to address the issue before a refund is considered.
We encourage continuous client coordination and require feedback and approvals throughout the project. Client participation is important to ensure that the final result reflects the desired outcome.
All refund requests should be directed to the customer service department.
Design Crunchers Agency reserves the right to review and, where justified under this policy, reject a refund request, including where:
You may request a refund through the following methods:
All refund requests should include the client’s name, project details, order information, reason for the request, and any supporting information relevant to the claim.
The number of revisions available is determined by the package or bundle selected.
We strive to provide high-quality services and will provide revisions according to the package terms and agreed project scope.
If no major changes are requested and the original brief remains unchanged, reasonable revisions covered by the selected package will not result in additional charges.
Substantial changes to the original brief, scope, concept, specifications, or project direction may be treated as additional work and may require additional fees.
Our Customer Support Team is available to address your questions and concerns through phone, email, or live chat.
If you experience any difficulty with your project, we encourage you to contact the customer service department so that our team has an opportunity to review and resolve the matter.
For questions or concerns regarding this Refund Policy, please contact:
support@designcrunchers.com.au