Refund & Cancellation Policy

Last updated: 15 July 2026

This policy explains how refunds and cancellations work. It sits alongside our Terms of Service. Nothing in it excludes or limits the consumer guarantees and rights you have under the Australian Consumer Law — those always apply.

If something is not right

We would rather fix it than argue about it. Our approach follows a simple ladder:

• Tell us. Contact us and describe the issue so we understand it.
• We put it right. Where a deliverable does not meet what was agreed, we will re-perform or fix it.
• Refund where required. Where the law requires a refund, or where we have agreed one, we will provide it.

What is and is not refundable

• Deposits and fees for work already performed are non-refundable, except to the extent the Australian Consumer Law requires otherwise.
• Committed third-party and pass-through costs — for example media and ad spend, printing, stock, licences and venue hire — are non-refundable once committed, because we cannot recover them.
• The Growth Diagnostic is a fixed-scope, paid engagement. Its fee is non-refundable once the work has begun, and it credits forward into a larger engagement as stated in your proposal.

Cancelling for convenience

You can cancel an engagement for convenience on the notice stated in your Terms of Service or agreement. If you do, you pay for the work performed up to the cancellation date, plus any unavoidable committed costs incurred to that point. We will hand over paid-for deliverables in their then-current form.

How to request a refund or cancellation

Email hello@jewellai.com with your engagement details and what you are asking for. We aim to acknowledge and respond within 5 business days. If a consumer guarantee applies, we will honour your rights under the Australian Consumer Law regardless of anything in this policy.

Jewell Group Pty Ltd. These terms may change without notice; the current version lives here. Questions? hello@jewellai.com.