Clear expectations
from the beginning.

About this policy

This policy applies to services supplied by LR Creative, including website design, website redesign, website management, e-commerce support, email marketing, digital creative, lookbooks and other agreed digital services.

Individual projects or ongoing service arrangements may also have specific cancellation, payment or notice terms contained in a quotation, proposal, invoice or service agreement.

Where specific written terms have been agreed for a project, those terms should be read together with this policy.

Project bookings

LR Creative may reserve time in its schedule when a client accepts a project, approves a quotation or makes a required upfront payment.

Once a project has been confirmed, LR Creative may begin planning, preparing, researching, designing, setting up files, reserving project time or otherwise commencing work before a final deliverable is visible to the client.

For this reason, cancellation after a project has been booked may result in payment being required for work already performed and reasonable costs already incurred.

Deposits and upfront payments

Some projects may require a deposit, booking payment or upfront instalment before work begins.

The applicable payment arrangement will be stated in the quotation, invoice, proposal or other written agreement provided for the project.

Where a client cancels because they have changed their mind, an upfront payment may be applied toward work already completed, project preparation, reasonable costs incurred and project time that had been reserved for the client.

Any entitlement to a refund will depend on the circumstances, the work already undertaken, the agreed terms and any rights available under applicable law.

Cancelling before work begins

If you need to cancel a project before work begins, please notify LR Creative as soon as possible.

LR Creative will review the project status, any work already undertaken in preparation for the project, any project time reserved and any costs already incurred.

Where appropriate, any refundable balance will be determined after those amounts have been taken into account.

The outcome may differ depending on the type and size of the project and any specific cancellation terms agreed when the project was booked.

Cancelling after work has begun

A client may request to cancel a project after work has commenced by notifying LR Creative in writing.

Where a project is cancelled after commencement, the client remains responsible for paying for work reasonably completed up to the cancellation date, together with approved or non-recoverable expenses already incurred for the project.

Work completed may include research, planning, design, development, website setup, product work, content preparation, campaign creation, meetings, revisions and other project-related activity.

If payments already received exceed the amount reasonably payable for completed work and applicable costs, any refundable balance will be considered having regard to the circumstances and applicable law.

Change-of-mind cancellations

A decision to no longer proceed with a project, change business direction, close a business, select another provider or decide that a service is no longer required may be treated as a change-of-mind cancellation.

In these circumstances, LR Creative is not required to refund amounts that reasonably relate to services already provided, approved expenses incurred or other amounts properly payable under the agreed project terms.

This section does not limit any remedy or refund that a client is legally entitled to receive under applicable consumer law.

Project postponements

If a client needs to postpone a project, LR Creative should be notified as early as possible.

LR Creative will make reasonable efforts to accommodate a revised timeline, however the original project position in the schedule cannot always be held indefinitely.

A postponed project may need to be rescheduled according to LR Creative's availability at the time the client is ready to resume.

Additional work required because of a lengthy postponement, changed brief, updated technology, new content or altered project requirements may be quoted separately.

Client delays and inactive projects

Website and digital projects often require information, content, approvals, imagery, passwords, access or feedback from the client.

If required information is significantly delayed, the project timeline may also be delayed and LR Creative may need to move the project to the next available position in its schedule.

Extended inactivity does not automatically create an entitlement to a refund for work that has already been completed or time and costs already incurred.

If substantial additional work is required when an inactive project resumes, that work may be quoted separately.

Ongoing website management and recurring services

Clients receiving ongoing website management or other recurring services may cancel those services in accordance with any notice period or cancellation arrangement agreed with LR Creative.

Fees already due for services supplied before the cancellation date remain payable.

Cancellation of an ongoing service does not cancel or refund unrelated work already completed, third-party costs already incurred or separate project invoices.

Where no specific notice arrangement has been agreed, clients should contact LR Creative as early as possible so outstanding work, access and final account matters can be arranged.

Completed and approved work

Once work has been completed and supplied in accordance with the agreed scope, a refund will not ordinarily be provided simply because a client later changes their mind, changes business direction or decides not to use the completed work.

The same applies where work has been approved by the client and a later preference or direction results in the client wanting substantially different work.

Any additional changes may instead be treated as new or additional work and quoted accordingly.

This does not affect any rights available where services fail to meet an applicable statutory consumer guarantee.

Third-party costs

Some projects may involve costs charged by independent third parties.

These may include:

• Shopify subscriptions;
• website themes;
• applications and plugins;
• domain registrations;
• email marketing platforms;
• stock imagery or licensed assets;
• hosting or software subscriptions; and
• other approved third-party services.

Third-party charges are subject to the provider's own cancellation and refund terms.

LR Creative cannot guarantee a refund of a third-party cost once that cost has been charged, purchased or committed.

Requesting a refund

Refund requests should be made in writing and include enough information for LR Creative to identify the relevant project, invoice or service.

LR Creative will review:

• the agreed project scope;
• payments already received;
• work already completed;
• expenses or third-party costs incurred;
• the reason for the request;
• any specific written agreement; and
• any applicable rights under Australian law.

Where a refund is payable, LR Creative will communicate the amount and the arrangements for processing it.

Problems with services

If you believe there is a problem with a service provided by LR Creative, please contact us as soon as reasonably possible and explain the issue.

Where appropriate, LR Creative should be given a reasonable opportunity to review the issue and determine whether it can be corrected or otherwise resolved.

Any remedy available will depend on the nature of the issue, the relevant agreement and any rights that apply under Australian law.

Australian Consumer Law

Nothing in this Cancellation & Refund Policy is intended to exclude, restrict or modify a consumer guarantee, right or remedy available under the Australian Consumer Law or another applicable law where that right cannot legally be excluded.

Where a client is legally entitled to cancel a service, receive a refund, have a problem remedied or exercise another statutory right, this policy will be applied consistently with those rights.

Cancellation by LR Creative

In unusual circumstances, LR Creative may need to cancel or discontinue a project or service.

If this occurs, LR Creative will communicate with the client about the status of the work, any completed deliverables, outstanding amounts and any refund that may be appropriate in the circumstances.

Where LR Creative has received payment for work that will not be supplied, the relevant unused amount will be considered when determining any refund due, subject to applicable law and any agreed terms.

Changes to this policy

LR Creative may update this Cancellation & Refund Policy from time to time to reflect changes to services, business practices or applicable requirements.

The current version will be published on the LR Creative website with the updated date displayed at the top of the page.

Existing projects may also be subject to the terms specifically agreed when that project or service was entered into.

Contact LR Creative

If you need to cancel or postpone a project, request a refund or discuss an ongoing service, please contact LR Creative.