Refund Policy

Last updated: 19 March 2026

BrandForge Creative Pty Ltd (ABN 41 628 753 190) provides professional branding, design, and creative strategy services. Because our work is custom in nature — tailored specifically to each client's brief, goals, and brand requirements — our refund policy differs from those applicable to off-the-shelf products or standardised services.

This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting a refund, and your rights under Australian Consumer Law. Please read it carefully before engaging our services.

Scope

This policy applies to all services offered by BrandForge Creative, including but not limited to brand strategy development, visual identity design, logo creation, brand guideline documentation, packaging design, website design, and creative consulting. It covers fees paid directly to us for professional services and does not extend to third-party costs such as stock image licences, domain registrations, printing, or hosting fees, which are governed by the respective third-party provider's policies.

Where a separate written agreement or statement of work includes specific refund or cancellation provisions, those provisions will take precedence over this policy to the extent of any inconsistency.

Eligibility for Refunds

Due to the bespoke nature of creative services, refunds are assessed on a case-by-case basis. You may be eligible for a full or partial refund in the following circumstances:

  • Services not yet commenced: If you cancel your project before we have begun any substantive work — including research, strategy sessions, or design exploration — you are entitled to a full refund of any fees paid, less a 10% administrative fee to cover proposal preparation and project scheduling costs.
  • Failure to deliver: If we are unable to deliver the agreed services or deliverables within a reasonable timeframe and cannot offer a suitable resolution, you may be entitled to a full refund of fees paid for the undelivered portion of the project.
  • Services not as described: If the delivered work is materially different from what was outlined in the approved proposal or statement of work, and we are unable to rectify the discrepancy within a reasonable revision period, you may be entitled to a partial or full refund.
  • Mutual agreement: In exceptional circumstances, we may agree to issue a refund outside of the criteria above at our sole discretion, taking into account the nature of the project, the work already completed, and the client relationship.

Non-Refundable Items

The following fees and charges are generally non-refundable:

  • Commencement deposits: Once work has commenced on your project — including any research, discovery workshops, stakeholder interviews, or preliminary creative exploration — the commencement deposit (typically 50% of the project fee) is non-refundable. This deposit compensates us for the time, resources, and opportunity cost of committing to your project.
  • Completed project phases: Fees attributed to project phases that have been completed and delivered are not eligible for refund. A phase is considered complete when the corresponding deliverables have been presented to you for review, regardless of whether feedback has been provided.
  • Rush fees and expedited service charges: Any additional fees charged for accelerated timelines are non-refundable once the expedited schedule has been activated.
  • Third-party costs: Expenses incurred on your behalf for stock imagery, typeface licences, printing, photography, domain registration, or other third-party goods and services cannot be refunded by us. You will need to contact the relevant provider directly.
  • Subjective dissatisfaction: Refunds will not be issued solely on the basis of personal aesthetic preference where the delivered work objectively meets the approved brief and scope. Our process includes structured revision rounds designed to align the work with your vision, and we encourage open communication throughout.

Refund Process

To request a refund, please follow these steps:

  1. Submit a written request: Send an email to [email protected] with the subject line "Refund Request — [Your Project Name]." Include your full name, organisation name, the project reference number (if applicable), and a detailed explanation of the reason for your request.
  2. Review period: We will acknowledge your request within two business days and conduct an internal review. This review typically takes five to ten business days, during which we may contact you for additional information or to discuss possible resolutions.
  3. Outcome notification: We will notify you of our decision in writing, including the refund amount (if approved) and the basis for our determination. If a refund is approved, we aim to process the payment within fourteen business days via the original payment method.
  4. Partial refunds: Where a partial refund is issued, the amount will be calculated by deducting the fair market value of work already completed and delivered, as well as any non-recoverable third-party costs incurred.

We are committed to handling all refund requests fairly, transparently, and without unnecessary delay.

Cancellation

You may cancel a project at any time by providing written notice to us. The financial implications of cancellation depend on the stage of the project:

  • Before work begins: Full refund of fees paid, minus the 10% administrative fee described above.
  • During the project: You will be invoiced for all work completed up to the date of cancellation, calculated on a proportional basis against the total project fee. Any deposit already paid will be applied toward this amount. If the deposit exceeds the value of work completed, the difference will be refunded. If the work completed exceeds the deposit, the balance will be invoiced.
  • After delivery of final work: No refund is available once final deliverables have been approved and handed over.

Upon cancellation, intellectual property in any completed and paid-for work will transfer to you, subject to the terms set out in our Terms and Conditions. Unpaid work remains our property.

Partial Deliverables

In cases where a project is cancelled or terminated partway through, we will make all completed deliverables available to you upon receipt of payment for the corresponding work. Partially completed deliverables — such as draft designs, work-in-progress files, or unfinished strategy documents — may be released at our discretion, but we are not obligated to provide unfinished work.

Where partial deliverables are released, they are provided "as is" without warranty as to their completeness, accuracy, or fitness for purpose. We accept no liability for outcomes resulting from the use of incomplete work.

Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If our services fail to meet a consumer guarantee — for instance, if they are not provided with due care and skill, are not fit for a particular purpose that you made known to us, or are not delivered within a reasonable time — you may be entitled to a remedy, including:

  • A refund of some or all of the fees paid
  • Compensation for any reasonably foreseeable loss or damage
  • The re-supply of the services at no additional cost

The remedy available to you will depend on whether the failure is major or minor, as defined by the Australian Consumer Law. For a major failure, you are entitled to cancel the service and obtain a refund for the unconsumed portion, or to receive compensation for the drop in value of the services. For a minor failure, we are entitled to choose whether to re-supply the services or refund you for the deficient component.

Nothing in this Refund Policy is intended to limit, exclude, or modify your rights under the Australian Consumer Law or any other consumer protection legislation that applies to our services.

Contact

If you would like to discuss a refund, cancellation, or any concern about our services, please contact us. We are always willing to work toward a fair resolution.