Refund Policy

Last Update: 5 March 2025

Introduction

ZOODESIGN is committed to delivering high-quality design services tailored to meet our clients' unique needs. We believe in a collaborative process, iterative revisions, and open communication to ensure you’re completely satisfied with the final outcome. This Refund Policy outlines our money-back guarantee and related conditions to maintain a fair, transparent process for everyone.

Agreement to Terms

By purchasing services from ZOODESIGN, you acknowledge and agree to be bound by this Refund Policy and our Terms of Service. Both documents form part of our mutual contractual obligations and should be reviewed thoroughly before proceeding with any project. The Terms of Service can be accessed at https://www.zoodesign.com.au/pages/terms-of-service.

Money-Back Guarantee

We wholeheartedly believe in our work and want you to share our confidence, so if you’re not satisfied with your custom design after giving us a fair chance to make revisions, we’ll refund you. Below are the conditions under which this guarantee applies:

• Minimum Revision Attempts
  • We require at least three rounds of holistic constructive feedback from you so we can refine the design in line with your original brief. If, after these revisions, you still feel the outcome doesn’t meet your expectations, you may request a refund.
  • Feedback must be specific to the agreed-upon scope, pointing out where the design falls short of the original brief.
• Timing of Refund Requests
  • Before Final Handover: A refund request must be made prior to final file delivery. Once final files are handed over, the project is deemed complete, and no refunds will be issued.
  • Reasonable Window: We ask that you submit your refund request within 7 days of receiving the last revision, unless agreed otherwise in writing.
• Project Cancellation & File Ownership
  • If a refund is granted, the project is cancelled, and no final or partial design files will be transferred to you.
  • All designs, drafts, and related assets remain the property of ZOODESIGN if a refund is issued. These cannot be used or reproduced without explicit written permission by ZOODESIGN.
• Scope & Fair Use
  • Our Money-Back Guarantee covers legitimate dissatisfaction with the delivered design’s quality or its alignment to the original project brief. Refunds will not be granted for reasons outside of ZOODESIGNs design quality, including (but not limited to) changes in personal circumstances, scope modifications, budget constraints, or simply deciding the design is no longer needed.
  • Our Money-Back Guarantee covers only the work explicitly stated in the original project brief. Any changes in scope may incur additional fees or void the guarantee.
• No Hoops, Honest Service
  • We aim to process any valid refund request promptly and without unnecessary obstacles. Our goal is to ensure your experience with ZOODESIGN is positive—even if, in rare cases, we issue a refund.
    

Unlimited Revisions

We provide unlimited revisions based on the condition that the feedback highlights objectively where the original brief has not been met, and therefore that ZOODESIGN has not delivered on the job as agreed at the outset. Vague, subjective feedback, or feedback requesting changes outside the original scope of work is not considered suitable for free revisions.

• Scope of Revisions: Revisions apply to changes and modifications within the scope of the initial project brief. Each revision round is intended to progressively refine the design, moving closer to the client’s objectives.
• Revision Limits: While we offer unlimited revisions, this is within the bounds of reasonableness and fairness. If at any point we determine that the revisions are excessive and beyond the scope of the original brief, we reserve the right to deem the project complete. This decision is final.
• Revision Timeline: Feedback must be provided within 3 working days to maintain the momentum of the project. Delays in feedback beyond this period give ZOODESIGN the right to consider the project complete, and any further amendments may incur a job re-opening fee at our sole discretion.

Job Non-Completion

If ZOODESIGN is unable to complete a project due to reasons within our control, a full refund will be offered. If project non-completion is due to client action or inaction, no refund or a partial refund may be issued at our discretion.

Job Completion

We reserve the right to determine when a project meets the specifications of the brief and to declare it complete. Post-completion, any further modifications are considered new projects and will be billed accordingly.

Changes to the Brief

If there is a change to the original brief after the project has commenced, an amendment fee will apply. The fee will be commensurate with the additional work required and will be communicated and agreed upon before proceeding with the new requirements.

Contact Information

For any questions regarding this policy, please contact us at:

Email: team@zoodesign.com.au

Address: Suite 1, Ground Floor, Enterprise 1, Innovation Campus, Squires Way North Wollongong NSW 2500 Australia.

This Refund Policy is integral to ensuring a smooth operational relationship and clarifying expectations from the outset of our engagement. ZOODESIGN is committed to providing high-quality design services and maintaining clear and fair communication with all Customers.