1. Australian Consumer Law rights
You may be entitled to a remedy when a service is not provided with due care and skill, is not fit for an agreed purpose where the guarantee applies, or is not supplied within a reasonable time when no time was agreed. Depending on the problem, the remedy may include fixing or repeating the service, cancelling the service, or receiving a partial or full refund.
Nothing in this policy replaces or limits those rights.
2. Before work starts
If you paid for hourly or fixed-project work and cancel before any work, assessment, reserved delivery time, or third-party purchase has begun, contact us promptly. We will refund the unearned payment. Any agreed assessment already completed or non-refundable third-party cost you approved may be deducted where permitted by law.
3. After work starts
Completed and approved time is not refundable solely because you changed your mind, no longer need the work, delayed the project, or chose not to use a completed deliverable. If you end an engagement, you pay only for approved work completed and approved third-party costs incurred; any remaining unearned amount will be refunded.
4. Monthly Support cancellation and renewal
- You can cancel at any time before the next billing date to stop future automatic charges.
- Cancellation does not normally refund the current billing period. Unused Essential hours expire at the end of that period.
- If an automatic renewal was accidental, contact us within 5 business days. If no work or support time has been used in the new period, we will refund that renewal in full.
- If Lance Studio ends a paid period and cannot provide the remaining service, we will refund the undelivered portion.
5. Service problems
Tell us what is wrong and provide enough information to reproduce the issue. Where appropriate, we will first fix or repeat the affected service within a reasonable time. For a major failure, or when a non-major failure cannot be fixed within a reasonable time, the remedies available under the Australian Consumer Law may include cancellation and a partial or full refund.
A refund is not required for a problem caused by inaccurate instructions, an unauthorised third-party change, a platform outage, or a third-party service outside our control, unless the law requires otherwise.
6. How to request a refund
Email info@lancestudio.com.au with your name, payment date, invoice or Stripe receipt, the service involved, and the reason for the request. We may ask for screenshots or other information needed to assess the issue.
Approved refunds are returned to the original payment method where practical. Stripe and your bank control the final processing time; most refunds appear within 5 to 10 business days after approval.
7. Duplicate or incorrect charges
Contact us immediately if you believe you were charged twice or charged the wrong amount. A verified duplicate or incorrect charge will be corrected or refunded promptly.