Refund & Cancellation Policy
Last updated: 4 November 2026
This policy applies to services bought from FORGEDESIGN MEDIA LTD (RC 8989830). Our services are custom digital design work, so refunds depend on how much work has already been done. Nothing in this policy affects your rights under the Federal Competition and Consumer Protection Act 2018 (FCCPA), including your right to a remedy if a service is not provided as described.
1. Fixed-scope packages (bought at checkout)
| When you cancel | Refund |
|---|---|
| Before work starts (we have not yet confirmed your intake brief), or within 24 hours of ordering if work has not started | Full refund |
| After work starts, but before the first draft or concepts are delivered | 75% refund |
| After the first draft or concepts are delivered | 50% refund. You keep no rights to the drafts. |
| After final files are delivered | No refund. Remaining revision rounds still apply. |
Social Media Template Pack: the templates are delivered immediately as editable files, so this pack is non-refundable once its Canva link has been opened. If a link does not work, we will fix it or refund you.
2. Custom (quote-based) projects
- Payments follow the milestones in your signed proposal (normally a 50% deposit, then the balance before final files are released).
- If you cancel before work starts, the deposit is refunded, minus any discovery or strategy work already delivered as agreed in the proposal.
- If you cancel after work starts, you pay for the milestones completed and work in progress. We refund any prepaid amount not covered by that work.
- Once final files are delivered and approved, there is no refund.
3. Monthly retainers
You can cancel a retainer at any time by giving at least 14 days’ written notice before the next billing date. The current month is not refundable once work for that month has started. If no work has started in a month, that month is refunded in full.
4. If we are at fault
If we cannot deliver, miss an agreed deadline by more than 7 days for reasons within our control, or the work does not match the agreed scope and we cannot fix it within the included revisions, you can choose either:
- a refund for the undelivered part, or
- a full refund if nothing usable was delivered.
5. Not grounds for a refund
- A change of mind after final files are approved.
- Delays caused by late briefs, content or feedback.
- Requests outside the agreed scope. We can quote for these separately.
6. How to request a refund
Email info@forgedesignmedia.com with your order or invoice number and the reason. We reply within 3 business days. Approved refunds go back to your original payment method within 10 business days; your bank may take longer to show the credit.
7. Chargebacks
Please contact us before disputing a payment with your bank, as most issues can be resolved quickly. If you file a chargeback, we will give your bank or the payment provider the records we hold, such as order confirmations, accepted proposals, delivery emails and your approvals. Filing a chargeback for work that has been delivered and approved does not transfer ownership of the deliverables to you. We may pause work on an order while its payment is under dispute.