Refund Policy

1. Introduction

This Refund Policy outlines the terms and conditions for refunds of Sterling Design Group PTY LTD (ABN: 81 689 272 535) services. We strive to provide excellent service and fair refund terms for our clients.

2. Refund Terms by Service

2.1 Strategy Sessions (AUD $220/hour)

2.2 Fixed-Price Sprints (Brand Concept, Graphic Design, Environmental Concepts)

2.3 Monthly Creative Advisory (AUD $1,200/month)

3. How to Request a Refund

3.1 Refund Request Process

1. Email support@sd-design.shop with subject "Refund Request"
2. Include your invoice number and reason for refund
3. Provide any relevant documentation or circumstances
4. We will assess your request within 5 business days
5. Refunds will be processed to the original payment method

3.2 Required Information

Please include the following in your refund request:

• Invoice number and date
• Service type and amount paid
• Reason for refund request
• Preferred refund method
• Contact information for follow-up

4. Refund Processing

4.1 Processing Time

Refund requests are assessed within 5 business days. Approved refunds are processed within 3-5 business days to the original payment method. Processing times may vary depending on your financial institution.

4.2 Refund Method

Refunds are processed to the original payment method used for the transaction. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

5. Non-Refundable Circumstances

Refunds will not be provided in the following circumstances:

• Services have been delivered and accepted by the client
• Client has used or implemented the delivered concepts
• Refund request is made after the service completion date
• Client has violated the Terms of Service
• Refund request is made in bad faith or for fraudulent purposes

6. Chargebacks and Disputes

6.1 Chargeback Policy

If you initiate a chargeback with your bank or credit card company, we will provide all relevant documentation to support the legitimate nature of the transaction. Chargebacks may result in additional fees and may affect your ability to use our services in the future.

6.2 Dispute Resolution

We encourage clients to contact us directly to resolve any issues before initiating chargebacks or disputes. We are committed to working with clients to find fair solutions to any problems.

7. Exceptional Circumstances

We understand that exceptional circumstances may arise. We will consider refund requests on a case-by-case basis for situations such as:

• Medical emergencies affecting the client
• Natural disasters or force majeure events
• Significant changes in business circumstances
• Technical issues preventing service delivery

8. Partial Refunds

In some cases, partial refunds may be appropriate, such as when:

• Only part of a service has been delivered
• Client requests early termination of ongoing services
• Service quality issues are identified and acknowledged
• Scope changes result in reduced service delivery

9. Contact Information

For refund requests or questions about this policy, please contact us:

Sterling Design Group PTY LTD
Email: support@sd-design.shop
Location: Woodcroft, SA, Australia
ABN: 81 689 272 535

10. Policy Updates

This Refund Policy may be updated from time to time. Changes will be posted on our website and will apply to new transactions. Existing service agreements will continue under the terms in effect at the time of booking.