REFUND POLICY
A LEGAL DISCLAIMER
This Refund & Cancellation Policy is part of the terms and conditions agreed upon at the time of purchase or contract signing. By engaging with Soullar Agency’s services or purchasing any digital products, you acknowledge that you have read, understood, and agreed to this policy in full.
This policy is legally binding and enforceable. Soullar Agency reserves the right to update or modify this policy at any time without prior notice. It is the client’s responsibility to review the most current version prior to booking services or purchasing products.
Nothing in this policy shall override any rights you are entitled to under Australian Consumer Law (or relevant consumer protection laws in your country of residence, if applicable).
For any questions or concerns, please contact us directly at hello@soullar.com.au
REFUND POLICY
Effective: 1st August 2025
At Soullar, we believe in clarity, boundaries, and delivering what we promise. This policy outlines how we handle payments, cancellations, refunds, and client responsibilities—so we’re all on the same page from day one.
Deposits & Payments
All service-based projects require a 50% non-refundable deposit to secure your start date. The remaining 50% is due before final delivery.
Payments can be split into two instalments. Work does not begin until the deposit is received and the contract is signed.
When Refunds Are Available
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Cancel within 48 hours of signing the contract?
You’ll receive a full refund, minus any third-party or admin related expenses already incurred (e.g. software, hosting, ad spend, contract creation). -
Cancel after 48 hours, but before work begins?
We can offer a credit toward future services or reschedule your project. No cash refunds. -
Work has commenced (48h post-contract)?
No refunds are available. Your deposit covers the time, prep, and strategy already invested. Depending on progress, a partial credit may be applied at our discretion. -
Digital product purchases (e.g. templates, guides, downloads) are non-refundable once delivered. No exceptions.
Project Timeline & Client Communication
Our service packages move through five core phases:
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Discovery Call
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Onboarding Call + Business Audit
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Strategy Call + Implementation Plan
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Draft Delivery + Revisions (1–2 rounds max)
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Final Delivery + Support
You’ll be kept in the loop via Notion and Telegram. If we don't hear from you for 7+ business days, the project may be paused and your time slot may be forfeited. Client-caused delays are not refundable.
Revisions & Scope
All service packages include up to 2 rounds of revisions. Additional changes beyond this scope will be quoted separately and may extend the delivery timeline.
Cancellations & Reschedules
If you need to pause or cancel:
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Within 48h: full refund (minus third-party costs)
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After 48h: no refund, but we’ll offer credit or reschedule where possible
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After work has started: funds are non-refundable