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At Shexlyondhol, we are committed to delivering exceptional branding strategy services that meet and exceed your expectations. This Return Policy outlines our approach to service satisfaction, refunds, and dispute resolution. We believe in transparency and fairness in all our client relationships.
We stand behind the quality of our work and are committed to your satisfaction. Our services are delivered through a collaborative process that includes regular check-ins, feedback sessions, and revisions to ensure the final deliverables meet your requirements and expectations.
We commit to delivering services that are professional, strategic, and aligned with the agreed-upon scope of work. All deliverables will be completed by qualified professionals with expertise in branding strategy and design.
Most of our service packages include a specified number of revision rounds. During these revisions, you have the opportunity to provide feedback and request changes to ensure the work meets your expectations. The number of included revisions varies by package and will be clearly outlined in your service agreement.
Due to the custom nature of our branding strategy services, refunds are evaluated on a case-by-case basis. The following conditions apply to refund requests:
If you are not satisfied with our services during the initial discovery and consultation phase (typically the first two weeks of engagement), you may request a refund of any fees paid, minus any costs already incurred for work completed. This allows you to assess our approach and working style with minimal financial risk.
Our projects are typically structured with milestone-based payments. Once a milestone has been approved and payment received, that portion of the project is considered complete and is generally not eligible for refund. However, if you are dissatisfied with a milestone deliverable, we encourage you to communicate your concerns before approval so we can address them through our revision process.
The following services and costs are generally non-refundable:
If you believe you are eligible for a refund based on the terms outlined in this policy, please follow these steps:
Submit a written refund request to us via email at callme@shexlyondhol.world or by mail to our office address. Your request should include:
Upon receiving your refund request, we will:
Depending on the circumstances, we may offer one or more of the following resolutions:
We understand that business circumstances can change. If you need to cancel a project, the following terms apply:
If you cancel a project before we have begun any work, you will receive a full refund of any payments made, minus any non-refundable deposits (typically 10-20% of the project fee) that cover our administrative costs and reserved time.
If you cancel a project after work has begun, you will be charged for:
Any payments made beyond these costs will be refunded to you.
We request at least 5 business days' notice for project cancellations. This allows us to properly close out the project and prepare any work-in-progress deliverables for handover.
We strive to complete all projects within the agreed-upon timeline. However, delays can occur due to various factors:
If project delays are caused by late feedback, delayed approvals, or unavailability of key stakeholders on your end, we reserve the right to extend project timelines accordingly. Extended timelines due to client delays do not qualify for refunds.
If we are unable to meet agreed-upon deadlines due to circumstances within our control, we will notify you immediately and work with you to establish a revised timeline. Significant delays on our part may qualify for partial refunds or fee adjustments, to be determined on a case-by-case basis.
We are committed to resolving any disputes or concerns in a fair and professional manner. Our dispute resolution process includes:
We encourage open and honest communication throughout our engagement. If you have concerns at any point, please raise them immediately so we can address them promptly.
If we are unable to resolve a dispute through direct communication, we may suggest mediation by a neutral third party. Both parties would share the cost of mediation equally.
As a last resort, disputes may be resolved through legal channels in accordance with the laws of New South Wales, Australia. We hope to avoid this outcome through good faith negotiation and compromise.
Until full payment is received, all intellectual property rights for work created remain with Shexlyondhol. Upon full payment, rights transfer to you as outlined in your service agreement. If a refund is issued, intellectual property rights for any work created remain with us.
Approved refunds will be processed within 14 business days of approval. Refunds will be issued to the original payment method used for the transaction. Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes are posted constitutes acceptance of the modified policy. We encourage you to review this policy periodically.
Nothing in this Return Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law or any other applicable law that cannot be excluded, restricted, or modified by agreement. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy if our services fail to meet these guarantees.
If you have questions about this Return Policy or wish to discuss a refund or cancellation, please contact us:
Shexlyondhol
16-18 Cronulla St, Cronulla NSW 2230
Sydney, Australia
Phone: (02) 9544 3200
Email: callme@shexlyondhol.world
We are available Monday through Friday, 9:00 AM to 5:30 PM AEST. We aim to respond to all inquiries within one business day.