Refund Policy.

Last updated: October 23, 2024

At Mastery Media, located in Sydney, Australia, we are committed to providing high-quality digital services to our clients. We understand that circumstances may change, and you may need to seek a refund. Please carefully read the conditions outlined in this Refund Policy as it applies to all services and products provided by Mastery Media. Your continued use of our services indicates your acceptance of these terms.

These standard terms and conditions apply to all contracts and work undertaken by Mastery Media for its clients. If you disagree with any part of these conditions, you may not proceed with our services.

Non-Refundable Deposits.

Upon confirming your project with us, a 50% deposit of the total project fee is required. This deposit is generally non-refundable once work has commenced, as it covers the initial time, resources, and commitment we dedicate to your project. However, if work is still in an early phase, a partial refund may be considered at our discretion, depending on the amount of work already completed.

Completion of Work.

The remaining 50% of the total fee is due upon completion of the project, provided it meets your reasonable satisfaction as per the terms outlined in the “Approval of Work” and “Rejected Work” clauses.

Services Not Delivered.

In the event that Mastery Media does not deliver the agreed-upon services or fails to meet the specifications outlined in our contract, you may be entitled to a full or partial refund, depending on the extent of the services completed. We encourage open and prompt communication regarding any concerns to allow us the opportunity to resolve issues quickly and effectively.

Client Cancellation.

If you decide to cancel your project after work has commenced, please note that the initial deposit is non-refundable. However, we will review the progress of the project and may offer a partial refund based on the work completed and any unused services.

No Refund for Completed Work.

Once the project is completed and accepted by you, Mastery Media will not issue refunds. We are committed to ensuring client satisfaction with the final deliverables before concluding any project. It is essential that all feedback and revisions are addressed during the project to ensure your expectations are met.

Dissatisfaction with Work.

If you are not satisfied with the completed work, we are committed to addressing your concerns promptly. We offer revision opportunities to ensure that the final product meets your expectations. However, please note that refunds are generally not issued once the project has been delivered and accepted.

Exceptional Circumstances.

In the event of unexpected business closure or an inability to fulfill the agreed-upon services, Mastery Media will assess refund requests on a case-by-case basis. We aim to handle such situations with fairness and consideration of the circumstances involved.

Refund Request Process.

To initiate a refund request, please send an email to admin@masterymedia.com.au
with the following information:

  • Your name and contact details
  • Project name or reference number
  • A detailed description of the reason for the refund request
  • Any supporting documents or evidence related to your claim

 

We will acknowledge your request within 3 business days and provide an update regarding the next steps in the refund evaluation process.

Response Time for Refund Requests.

Refund requests will be reviewed within 10 business days of receipt. We will carefully assess the validity of the request and promptly communicate our decision to you. If additional information is needed, we will reach out to ensure a thorough evaluation of your claim.

Charges for Revisions.

Please be aware that any revisions requested outside the agreed-upon scope may incur additional charges. We will clearly communicate these costs to you before any additional work commences, ensuring you have full transparency regarding any potential fees.

Refunds for Services Rendered.

If any services have been rendered prior to a refund request, you may be eligible for a partial refund based on the percentage of work completed. The determination of the refund amount will take into account the resources and time invested in your project up to the point of the refund request.

Dispute Resolution.

In the event that a resolution cannot be reached regarding a refund, we encourage clients to utilize our internal dispute resolution process. This may involve further discussions and negotiations to resolve the issue amicably and collaboratively. Our goal is to ensure that all concerns are addressed satisfactorily.

Legal Compliance.

This refund policy complies with the Australian Consumer Law. As a consumer, you are entitled to specific rights regarding refunds, replacements, and repairs for the services provided. We are committed to ensuring that our practices align with these legal obligations and that you receive fair treatment in accordance with the law.

Changes to the Refund Policy.

Mastery Media reserves the right to modify this refund policy at any time. Any changes will be communicated on our website, and the updated policy will apply to all future projects. We encourage clients to review the refund policy periodically to stay informed about any revisions.

Client Acknowledgment.

By engaging our services, you acknowledge that you have read, understood, and agree to the terms outlined in this refund policy. Your acceptance of these terms is a condition of our working relationship.

Additional Support.

If you have any questions regarding our services, the refund policy, or require further assistance, please do not hesitate to contact our support team.

For clients actively participating in our WebCare service, we will manage inquiries and support on your behalf.

Refund Timelines.

If a refund is approved, please allow 10 business days for the funds to be processed and reflected in your account. Please note that the timeframe may vary based on your bank or payment provider.

Digital Services and Refunds.

For digital services rendered, including but not limited to website design, development, and maintenance, refunds may not be applicable once work has commenced or once the project has been delivered. This policy applies to all completed work, regardless of whether it is fully or partially completed.

Satisfaction Guarantee.

We are committed to customer satisfaction. If you are not satisfied with our services, please contact us within 14 days of the project’s completion. We will review your feedback and, if applicable, offer a resolution, which may include additional revisions or adjustments to better align the final deliverables with your expectations.

Refund Eligibility Criteria for Services.

Refunds for services may be granted under the following specific circumstances:

  • Significant Deviation from Agreement: If the service provided is significantly different from what was agreed upon in the initial contract.
  • Cancellation within 24 Hours: If the work has not commenced and a request for cancellation is made within 24 hours of payment.

Custom Projects.

For custom projects, refunds may be contingent upon the completion of deliverables as outlined in the agreement. If you are unsatisfied with the initial design concepts provided, we encourage you to share your feedback so that we can make the necessary adjustments to better align with your expectations.

Force Majeure.

In the event of circumstances beyond our control, such as natural disasters, pandemics, or other emergencies, the timeline for processing refunds may be extended. We will promptly communicate any delays to you and keep you informed of the situation.

Non-Transferability of Refunds.

Refunds will only be issued to the original purchaser and cannot be transferred to any other individual or account.

Contact Information for Refund Inquiries.

If you have any questions regarding our refund policy or wish to initiate a refund, please contact our customer service team at admin@masterymedia.com.au. We are here to assist you!

Policy Changes Notification.

Any changes to this refund policy will be communicated via email or announced on our website. We recommend reviewing our policy periodically to stay informed of any updates.

Acceptance of Policy.

By utilizing our services, you acknowledge that you have read, understood, and agree to comply with our refund policy.

Customer Feedback.

We highly value your input! If you have any suggestions for improving our services or our refund policy, please do not hesitate to share your thoughts with us. Your feedback is essential in helping us enhance our offerings and serve you better.

Changes to this Policy.

This refund policy is subject to change without prior notice, in compliance with applicable laws and regulations. We recommend reviewing this policy periodically to stay informed of any updates.

Contact us.

If you have any questions regarding our refund policy or wish to discuss a specific situation, please feel free to reach out to us at [insert contact information]. We value your business and are committed to providing the best possible service.

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