Refund policy

REFUND POLICY

Last updated: 17/14/26

This Refund Policy explains how Sonicplan handles refund requests for 
our branding, strategy, and design services. By engaging our Services, 
you agree to this policy alongside our Terms of Service.

1. NATURE OF OUR SERVICES

Sonicplan provides bespoke creative services, including brand strategy, 
visual identity, design, and consultation. Because each project is 
custom-built and tailored to the client, our refund policy reflects 
the nature of creative work.

2. PAYMENT STRUCTURE

Unless otherwise agreed in writing, payment for our Services is made 
upon fulfilment of the agreed deliverables. Because payment generally 
follows delivery, refund situations are limited but may arise in 
specific cases.

3. CASE-BY-CASE REFUND APPROACH

Refund requests are reviewed individually, on a case-by-case basis. 
When considering a request, we take into account:

  • The stage of the project and work completed
  • The reason for the request
  • Whether deliverables have been provided or used
  • Any third-party costs already incurred (e.g., fonts, stock assets, 
    licences)
  • The terms of the relevant Project Agreement
  • Your rights under the Australian Consumer Law

We aim to be fair, transparent, and reasonable in every decision.

4. WHEN A REFUND MAY BE APPROVED

A refund (full or partial) may be granted in circumstances such as:

  • Sonicplan is unable to deliver the agreed Services due to reasons 
    on our end
  • A material failure to meet the agreed scope that we cannot 
    reasonably remedy
  • A duplicate or incorrect payment
  • Where required under the Australian Consumer Law

5. WHEN A REFUND IS UNLIKELY

A refund generally will not be granted where:

  • Deliverables have been provided, approved, or are being used by 
    the client
  • The client changes their mind, business direction, or branding 
    preferences after work has been completed
  • Delays were caused by the client (late feedback, missing 
    information, change of scope)
  • The client is in breach of the Project Agreement
  • Third-party costs (fonts, stock imagery, plugins) have already 
    been paid on the client's behalf — these are non-refundable

6. REVISIONS BEFORE REFUNDS

Before any refund request is considered, we encourage you to first 
raise concerns with us so we can address them. Most issues can be 
resolved through the revision rounds included in your Project 
Agreement or through a good-faith discussion.

7. YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts, or modifies your rights 
under the Australian Consumer Law. You are entitled to a remedy 
(refund, replacement, or repair, as applicable) if our Services:

  • Are not provided with due care and skill
  • Are not fit for the purpose you made known to us
  • Do not match the description in our Project Agreement
  • Are not delivered within a reasonable time when no time was set

For major failures, you may be entitled to a refund. For minor 
failures, we may choose to remedy the issue at our discretion.

For more information, visit: www.accc.gov.au

8. HOW TO REQUEST A REFUND

To request a refund, email hello@sonicplan.com with:

  • Your name and project details
  • A clear description of your concern
  • Any supporting information or correspondence

We aim to respond within [5] business days and resolve refund requests 
within [14] business days of receiving all required information.

9. METHOD OF REFUND

Approved refunds are issued to the original payment method, in 
Australian Dollars (AUD), within [10] business days of approval. 
Transaction fees charged by payment processors are non-refundable.

10. CONTACT

For all refund-related queries:
Email: hello@sonicplan.com