Effective date: 11 August 2026
Payments, Refunds & Cancellations
We understand that circumstances around a loss can change quickly. We approach every situation with care, while also recognising the time and attention involved in creating each tribute.
This policy should be read together with our Terms & Conditions and Privacy Policy.
Payment
Full payment is required before work begins.
Work will not commence until both payment and all required materials have been received, including photographs, videos, music selections, wording, and any other content needed to create your tribute.
To allow sufficient time for creation, payment and materials should generally be provided at least 7 calendar days before your requested delivery date. While we may be able to accommodate shorter timeframes, this cannot be guaranteed and is subject to availability.
Any delivery dates discussed are based on the assumption that payment and all required materials are received within the agreed timeframe.
Rescheduling Your Service Date
We understand that funeral and memorial service dates can sometimes change. If your service date changes and you still wish to proceed with your tribute, this will generally be treated as a rescheduling rather than a cancellation.
Please let us know as soon as possible if your service date changes. Where we can accommodate the new date, no cancellation or booking administration fee will apply simply because the service has been rescheduled.
Production and delivery timeframes will be reviewed based on the new service date, our availability and the stage of work already completed. If the new timeframe requires Priority Delivery, the applicable Priority Delivery fee may apply.
Before Work Begins
Once a booking has been confirmed, time is reserved in our production schedule specifically for your tribute.
If you cancel before work has commenced, a refund will be provided less a $50 booking and administration fee. This fee covers project setup, scheduling, communication, and the reservation of production time.
After Work Has Commenced
Once work has begun, refunds are assessed based on the stage of completion:
Early stage (concept/planning): Partial refund may be provided.
Midway (editing in progress): Reduced refund based on work completed.
Near completion or completed: Refunds are generally not available. Each case is considered individually, and we will always aim to be fair and compassionate.
Time-Sensitive Services
Memorial tributes are often required within strict timeframes.
Where urgent work has been prioritised: a portion of the fee may be non-refundable, even if cancelled.This reflects the reallocation of time and resources to meet your deadline.
If We Cannot Deliver Your Tribute
If Drift & Flow is unable to complete or deliver your tribute within the agreed timeframe for reasons within our control, we will contact you as soon as possible to discuss the available options.
Where we are unable to provide the agreed service and no suitable alternative arrangement can be made, you will be entitled to an appropriate remedy, which may include a full refund, in accordance with your rights under the Australian Consumer Law.
Where a delay results from circumstances outside our reasonable control, the Events Outside Our Control provisions in our Terms & Conditions will apply.
Late Submission of Materials
Memorial tributes are often created within strict timeframes and rely on clients providing photographs, music and other required information in a timely manner.
Where a booking has been accepted and payment has been received, but the client does not provide the required materials by the agreed deadline, Drift & Flow may be unable to complete the tribute before the service date.
In these circumstances, any refund will be assessed based on:
Work already completed.
Time reserved for the project.
Administrative and preparation work undertaken.
The stage of production at the time of cancellation or closure.
Where significant time has been allocated to the project, a full refund may not be available.
Each situation will be assessed individually and with compassion.
Revisions vs Refunds
We include minor revisions to ensure your tribute feels right. The number of revisions provided is based on the tribute you have selected.
If concerns arise:
We will always work with you to resolve them through revisions where possible.
Refunds are not provided for change of mind after significant work has been completed.
A change of mind is different from a concern about the quality of the service provided. If you believe your tribute does not reflect what was agreed or there is a problem with the service provided, please contact us so we can work with you to resolve the issue. Nothing in this policy limits your rights under the Australian Consumer Law.
Delays Caused by Client
Delays resulting from late submission of materials, incomplete information, delayed approvals or delayed responses may impact production and delivery timelines.
Where required materials, approvals or feedback are not supplied within the requested timeframe, Drift & Flow cannot guarantee delivery by a specific date, including the service date.
Where Client approval or requested feedback is not received within the timeframe advised, Drift & Flow may be unable to complete the final tribute before the service date. If the Client has already approved a version of the tribute, that approved version may be provided as the final tribute where there is insufficient time to complete further requested changes.
If client delays result in insufficient time remaining to complete the tribute to the required standard, Drift & Flow may decline to proceed with further work.
Any refund request in these circumstances will be assessed in accordance with the Cancellation & Refund Policy and will take into account the work completed, time invested and project stage at the time production ceased.
Technical Issues
We are not responsible for playback issues at venues or compatibility with third-party equipment.
We strongly recommend testing your tribute on the device and equipment intended for use prior to the service.
If a final tribute file is faulty or corrupted due to an error by Drift & Flow, please contact us as soon as possible and we will provide a corrected file at no additional cost.
Your Rights
This policy operates alongside your rights under the Australian Consumer Law.
Contact
If you need to discuss a cancellation or refund, please contact us as soon as possible:
hello@driftandflow.com.au