REFUND POLICY

Last updated: July 2026

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Overview

Decant Agency provides boutique digital marketing and content services on a retainer basis. All engagements are subject to a minimum commitment period as outlined in each Client Services Agreement. This policy reflects the payment and refund terms consistent with those agreements.
 

Payment terms

All fees are invoiced and payable prior to commencement of each service period. Invoices are due within 7 days of issue. Overdue invoices attract an automatic 4% overdue fee per fortnight.
 

Our position on refunds

Decant Agency does not offer refunds on retainer fees once a billing period has commenced. Resources including strategy, time, creative production, platform access and account management are allocated and committed from day one of each period.

For content capture clients specifically, shoot production and content batching begins well in advance of delivery. Fees paid across a quarter contribute toward the cost of the quarterly professional shoot and associated deliverables. These fees are non-refundable regardless of whether the shoot has taken place at the time of a cancellation request.
 

Minimum commitment periods

All engagements carry a minimum commitment period as specified in the relevant Client Services Agreement. If a client terminates or purports to terminate before the expiry of their minimum commitment period, all remaining fees for the unexpired portion become immediately due and payable in full. Ceasing to respond, withdrawing access, or failing to provide approvals or briefs does not constitute valid termination and does not relieve the client of payment obligations.
 

Cancellation after the minimum commitment period

Clients may cancel their engagement after their minimum commitment period by providing written notice as specified in their agreement. Fees paid for the current billing period at the time of notice are non-refundable.
 

Exceptions

Refund requests will be considered on a case by case basis at the sole discretion of Decant Agency, limited to circumstances where services were materially unable to be delivered due to causes within Decant Agency's direct control. Any approved remedy may be issued as a credit against future fees rather than a cash refund.
 

Intellectual property

All creative assets produced by Decant Agency remain the property of Decant Agency until all outstanding invoices have been paid in full. Clients may not publish or commercially use any content until full payment has been received.
 

Australian Consumer Law

Nothing in this policy excludes any rights you may have under the Australian Consumer Law that cannot lawfully be excluded.
 

Contact

Decant Agency
Burleigh Heads, Gold Coast QLD
info@decantagency.com.au