Refund Policy

Last Update: 10 October 2024

Introduction

ZOODESIGN is committed to delivering high-quality design services tailored to meet our clients' unique needs. We strive to ensure satisfaction through collaborative engagement and iterative revisions. Below are the terms of our refund policy, designed to set clear expectations and ensure a fair and transparent process for all our projects.

Agreement to Terms

By purchasing services from ZOODESIGN, Customers acknowledge and agree to be bound not only by this Refund Policy but also by the Terms of Service. Both documents are integral to the mutual contractual obligations and should be reviewed thoroughly. The Terms of Service can be accessed at https://www.zoodesign.com.au/pages/terms-of-service.

No Refunds

All sales through ZOODESIGN are final, and all payments are non-refundable. This no-refund policy is in recognition of the custom nature of our work and the resources involved in initiating a project.

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.