Refund & Cancellation Policy
Last updated: July 2026
1. Overview
This policy explains how refunds and cancellations are handled for Jen Clark Design's (“JCD”, “we”, “us”, “our”) project-based services (e.g. branding, logo design, web design) and ongoing monthly retainer/subscription services (e.g. Digital Growth & Creative Support, Monthly Retainers). It should be read together with our Terms of Service.
2. Project-Based Services
Before work commences
If a Client cancels before any work has commenced, the deposit is refunded less a [10%] administration fee to cover time spent on the proposal and onboarding, unless otherwise agreed in writing.
After work has commenced
Once work has commenced, the deposit is non-refundable. If a Client cancels a project mid-way, JCD will invoice for all work completed up to the date of cancellation on a pro-rata or time-spent basis, and any amount already paid beyond that work will be refunded.
Where JCD is at fault
If JCD fails to deliver the agreed Services and cannot remedy this within a reasonable time, the Client may be entitled to a partial or full refund for the affected deliverables, assessed on a case-by-case basis and in line with the Australian Consumer Law (see Section 5).
3. Monthly Retainers & Subscriptions
Retainer and subscription services are billed monthly in advance.
As advertised (“No lock-in”), Clients may cancel at any time by giving [30 days’] written notice; the current billing month is non-refundable.
Unused hours or deliverables within a billing month do not roll over or carry a refund unless otherwise agreed in the proposal.
JCD may pause or end a retainer where payment is overdue by more than [14 days].
4. How to Request a Cancellation or Refund
To cancel a project or subscription, or to request a refund, please contact us using the details below. We aim to acknowledge requests within 2 business days and resolve them within 10 business days.
5. Your Consumer Guarantees
Nothing in this policy limits any guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law (ACL). Where our Services fail to meet a consumer guarantee under the ACL, you may be entitled to a repair, replacement, refund or compensation as required by law, regardless of the terms set out above.
6. Changes to This Policy
We may update this policy from time to time. The “last updated” date at the top of this page reflects the most recent version. The policy in effect at the time you engage our Services will apply to that engagement.
7. Contact Us
Jen Clark Design
Melbourne, Victoria, Australia
ABN: 38 409 369 454
Phone: +61 409 971 124
Email: jen@jenclarkdesign.com.au
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Fixed-price guarantee
No lock-in
Melbourne,
Victoria, Australia
Jen Clark Design acknowledges the Traditional Custodians of the land on which we work, the Dja Dja Wurrung people of the Kulin Nation. We pay our respect to their Elders past, present and emerging and acknowledge that sovereignty has never been ceded.
At JCD, we pride ourselves on ensuring our services are inclusive and accessible for all clients and collaborators, regardless of ethnicity, gender, gender identity and expression, disability status, neurodivergence, religion or sexual orientation.