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.

Before Work Begins

If you cancel before any work has started, you are eligible for a full refund.

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

Revisions vs Refunds

We include two minor revisions to ensure your tribute feels right.

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

Delays Caused by Client

If delays occur due to: late submission of materials delayed responses This may impact delivery timelines and refund eligibility.

Technical Issues

We are not responsible for: playback issues at venues compatibility with third-party equipment We strongly recommend testing your tribute prior to the service.

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:
robertsonglenda@ymail.com