Refund Policy

Xandro Lombardi is trading as The Digital Design Factory and it's a registered legal company ABN 74 46117 7081.

 

All Xandro Lombardi clients receive a unique quotation based upon the specific needs and requirements they have for their project. Each project has a detailed “service agreement” that must be signed by the client before work begins, which specifies the details of the project and what will be produced in accordance to that unique quotation or cost estimate.

 

Information regarding refunds, cancellations and project pricing are outlined in the unique service agreement. 

 

Requests for the final portion of payment due on all projects are not made until the project receives final, written approval from the client, or at 14 days after a project has been completed. Final payment is due within 7 days (5 business days) once the invoice is received by the client.

Cost Estimates (Quotes) and Proposals

We = The Digital Design Factory

You = you the client who ever you are

 

The Digital Design Factory may provide you with a project proposals and quotes to you based on your briefed requirements supplied.  The specifications proposed and design costs quoted are based on our interpretation of the information supplied by you. These costs are subject to change once the final requirements of the project are known or if the initial requirements supplied at the time of quoting were to change. 

 

The Digital Design Factory requires that you provide written instructions so that a more accurate cost estimate can be produced for you. If no written brief or instruction if provided by you, then the estimate may not be accurate and is subject to change.

 

All costs shown in our quotes and proposals listed here on our website, and other marketing material that you may receive from us (by email or otherwise) are exclusive of GST, unless otherwise stated.

 

GST of 10% does not apply, as we are not registered to collect the GST.

Billing Service

The Digital Design Factory has the right to suspend or delete your account and have the right to archive your data such as quotes, proposals, emails or invoices as well as the files used. It is your responsibility to make copies of these documents as well as the files for tax and other purposes. 

Payment terms

The Digital Design Factory requires a deposit payment prior to any work been started or carried out. If payment is not received we will not proceed or continue with your job or project. 

 

100% upfront payment is required if the total cost of any job or project is less than $1,000.

For general graphic design and creative service projects greater than $2,500 a 25% payment is required, 

 

For web design and web development services (web design, web building, mobile application development or APPS, email design and similar services) a 50% upfront payment will be require before these projects can begin.

 

Where the total value of the project is above $5,000, a second payment may be charged when the design is delivered for staging (developed and ready for User Acceptance Testing test).

 

This payment is due on delivery to User Acceptance Testing, not on completion of User Acceptance Testing. Value of the second payment will be agreed during the quoting stage (normally 25% of the total quote) and will be stated under the payment terms on that quote. Second payment is due with in 7 days of that invoice. The balance payment is due within 7 days of going live or 14 days after the User Acceptance Testing, or whichever comes first.

 

Projects or work (jobs) that have been sent to the customer for final review and have not received feedback within 7 days will be deemed complete and will, if applicable, have the final invoice issued for payment sent.

 

Your feedback must be provided in writing so that we can follow it and not miss anything that you want us to fix.

 

The Digital Design Factory will not schedule or start any work on your project until the necessary upfront payments are received. Accepting a quote estimate provided by The Digital Design Factory does not mean we will start your project immediately as we always has something on.

 

When you accept a quote or estimate, you will immediately receive an invoice from The Digital Design Factory for the any upfront payments. Please pay as soon as possible to avoid delays to the project.

 

The Digital Design Factory will not be responsible for delays to the project delivery date due to your delays in paying your invoice.

 

All invoices supplied by The Digital Design Factory are due in 7 days from the date of the invoice unless otherwise stated on the invoice.

Intellectual Property & Copyright

All created designs, artwork, files, code and documents remain the property of The Digital Design Factory until the complete payment for the project has been received. You are not to use or recreate any design, artwork, concepts, code and documents given to you by The Digital Design Factory during the project until the full payment as agreed to on the quote has been paid.

 

If full payment for the project has not been received, The Digital Design Factory has the right to re-use, sell or use the materiel developed for you on other projects.

Refund Policy

All of Xandro Lombardi clients receive a unique quotation based upon the specific needs and requirements they have for their project. Each project has a detailed “service agreement” that must be signed by the client before work begins, which specifies the details of the project and what will be produced in accordance to that unique quotation.

Requests for the final portion of payment due on all projects are not made until the project receives final, written approval from the client, or at 14 days after a project has been completed. Final payment is due within 7 days (5 business days) once the invoice is received by the client.

Cancellation Fee

If you wish to cancel a an individual job or a booking, a service fee or administration fee of $45AUD will be charged regardless of the amount paid. Please note that this is a standard business practice, similar to a cancellation fee from a doctor's appointment etc. Please refer to further information as listed below.

Cancellation of a project 

Cancelling the project after your approval of the quote or estimate and deposit has been received may result in part or full payment for the project based on the level of completion and time in hours accumulated at the moment of cancellation.

 

Cancellation of projects will attract a minimum of 20% administration fee, which will cover the cost incurred and time spent during the project planning, quoting and scheduling process.

 

General Service Refund Policy Guidelines

Consultation Service

I, Xandro Lombardi, am an Associate Member of the Australian Graphic Design Association, and I follow the guidelines and business models available through AGDA and believe that free pitching is not in the best interest of the industry. Here are my reasons:

https://www.agda.com.au/media/2294488/AGDA-Free-Pitching-and-Designer-Selection-20150129.pdf


I understand that creativity is difficult to price and value, so I use the creative guidelines by Blair Enns. If in doubt on how I can charge for my creative services, please refer to these guidelines here:

https://www.winwithoutpitching.com/pricingcreativity/

Under constitutional information provided by the Australian Graphic Design Association, I endeavour to provide you with the first 2 hours of my time for free. After that, I will provide you, the client, with a unique quotation and upon approval of that quotation by you, I will provide you with a unique contract which outlines the specifics of the "job" needed, and then, I will begin work.

 

Graphic Design Services

The deposit payment specified in your unique contract is non-refundable. Requests for refunds, after the deposit payment’s associated “Milestone Tasks” have been achieved, must be presented to Xandro Lombardi in writing via email. Refund requests must be made prior to Xandro Lombardi receiving written approval or acceptance of services performed. After a proof has been signed and approved by you, no refund is available on graphic design or creative services. This approval by you can be via email or telephone text message. 

 

Approvals or verbal authorisation will not be accepted.

Your unique contract will have specific timelines that indicate deadlines for the completion of the job.

At every stage of the job, you will be provided with a proof which allows me to proceed/cancel the next stage of the job as outlined in the unique quotation and contract. Once approval to proceed has been received, I will continue work to the next stage. 

Deadlines and timelines are part of the job and I will advise you on the progress of the work carried out during every stage of the job required. If there is a problem with the scheduled timelines, you will be advised in advance. 

 

Educational Services

The educational services provided by Xandro Lombardi have been designed in accordance with guidelines available through State Training Authority of New South Wales.

 

Booking your place in the course is guaranteed only when the $400 deposit has been received. Please refer to the information herewith regarding cancellation and refunds. 

  • 100% of the tuition fee must be paid one week prior the commencement date of the course. 

  • The $400 deposit will be deducted from the overall tuition fee amount.

All students attending a course delivered by Xandro Lombardi, will receive a Certificate of Attainment - provided the student performs and completes certain tasks as listed in the “course guidelines” given to the student upon enrollment or in lesson 1 of the course. These tasks are necessary to achieve the certain student outcomes as outlined in the course manuals available in lesson 1 of the course enrolled. 

 

In accordance to the Department of Fair Trading NSW, course fees are refundable as follows:

  • 100% Refundable if cancellation request has been made via email 14 days prior commencement of course. However, a service fee of $45 will be deducted from the amount paid.

  • 80% Refundable if cancellation request has been received via email 7 days prior commencement of course. However, a service fee of $45 will be deducted from the amount paid.

  • 50% Refundable if cancellation request has been received upon commencement of the course and up to 3 hours on day one, lesson 1 of the course. A service fee of $45 will be deducted from the total amount paid.

  • No refund will be provided upon commencement of the course and if cancellation is receive after 3 hours of commencing, lesson 1 of the course. Students are required to complete all the course outcomes in order to achieve a “Certificate of Attainment”.

 

Printing Services

Printing fees are 100% non-refundable if the printing cycles has begun and a print order has began. If a printing fee refund is requested prior to the commencement of printing cycles, a full refund of printing fees, less a $90 processing fee will be issued. However, there may be additional charges from the printer if printing plates or similar have been made, or if the printer has incurred a hidden cost unknown to me. Please refer to the conditions found in the “print quotation” provided. 

 

Web Design Services

The deposit payment specified in your contract is non-refundable. Requests for refunds, after the deposit payment’s associated “Milestone Tasks” have been achieved, must be presented to Xandro Lombardi in writing. Refund requests must be made prior to Xandro Lombardi receiving written or verbal authorization or approval of acceptance of services performed. In the event that the deposit amount does not fully cover the development time spent on the project (@ $90/hr), and other expenses related to development of the project, than additional payment will be due. Please refer to the specific details found in your project quotation, proposal and agreement

 

All refund requests must be received in writing. Australian Postal mail and email notifications are acceptable, however, I will endeavour to reply to you in a reasonable time-frame. Telephone requests will not constitute acceptance of any refund request, but you are welcomed to call me on 0422 900 774 to discuss things.

 

Non-refundable Services:

The following payments are not refundable.

 

- Payments made for “Starting the Process” of $180.00
- Payments made for Milestone Achievements
- Payments made for Purchases made such as “digital images” or “domain name” acquisitions

- Payments made for Online Digital Printing on behalf of the client
- Payments made for Website Maintenance 

- Payments made for Application (software) Development
- Please refer to the Educational Services for information regarding refunds in this area.

 

How Refunds Are Processed

Unless your contract or your unique quote states otherwise, payments made to Xandro Lombardi by credit card will only be refunded to the card that the payment was made with. Cash or Cheque payments will be refunded by Cheque only and will be posted in a reasonable time to the address as listed in email sent by the client. 

xandro

LOMBARDI