Refund and Cancellation Policy
Clear terms covering project deposits, cancellations, completed work, customer approvals, service concerns and approved refunds.
Each request is reviewed against the accepted quote, project scope, completed stages, supplier commitments, approval records and any rights available under New Zealand law.
Read the policy ↓Refund And Cancellation Policy: How Requests Are Assessed
Brand & Co provides custom digital, creative, printing and signage services. Payments may reserve project time, begin research, cover design or development, order materials or confirm external supplier services.
A refund is not automatically available because a customer changes their mind, changes business direction or decides not to use completed work. This does not limit any remedy required under applicable New Zealand law.
We review what remains unused.
Any amount returned may exclude administration, preparation or supplier costs already committed to the project.
Completed project value remains payable.
Research, concepts, revisions, development, communication and production preparation form part of the assessment.
The remedy depends on the concern.
A correction, repair, reprint, replacement, partial refund or full refund may apply according to the circumstances.
Legal guarantees come before this policy.
This Refund And Cancellation Policy does not limit legal guarantees. Where the Consumer Guarantees Act applies, services must meet the guarantees required by that Act.
Reasonable care and skill
Services must be completed with the care and skill reasonably expected from a competent supplier providing that type of service.
Agreed purpose
Where a particular purpose or result was explained and accepted, the service must be reasonably fit for that agreed purpose.
Reasonable completion time
Where no timeframe was agreed, the work must be completed within a reasonable time considering the project circumstances.
Reasonable price
Where no price or pricing method was agreed, the customer cannot be required to pay more than a reasonable price.
Brand & Co should receive a reasonable opportunity to investigate and remedy the concern within a reasonable time.
Where an applicable failure cannot be remedied or is of substantial character, cancellation, a refund or another legal remedy may be available.
Where part of a service remains useful or has value, a partial refund may apply or part of the agreed price may remain payable.
Refund And Cancellation Policy: Deposits and Cancellations
A deposit confirms the project and authorises Brand & Co to allocate time, begin work and make approved commitments.
Cancellation before work begins
Where no work or supplier commitment has started, Brand & Co will assess whether the payment can be returned in full or in part.
Cancellation after work begins
Completed research, planning, communication, concepts, revisions, development and preparation remain payable.
Staged payments
A staged payment becomes payable when the related project milestone has been completed or reached under the accepted payment schedule.
Final payment
Final payment is generally required before final files, website transfer, publication, collection or installation unless another arrangement is confirmed.
Verified overpayments
A confirmed payment made above the amount due will be returned or credited after the customer account has been reviewed.
Cancellation by Brand & Co
If Brand & Co cancels without customer breach, payments for work that has not been completed will be returned.
Refund And Cancellation Policy: Website Projects
Website projects progress through planning, design, development, integration, testing and launch. View our Auckland web design services for current website options and project scope.
Planning and page structure
Research, meetings, sitemap planning, page organisation and project setup remain chargeable once completed.
Design and revision work
Page concepts, visual direction, responsive planning and completed revisions represent services already supplied.
Website development
WordPress, Elementor, Shopify, integrations, forms, responsive adjustments and technical configuration remain payable according to the completed stage.
Domain, hosting and licences
Domains, hosting, email, plugins and software licences may not be refundable after registration, purchase or activation.
Customer delays
Delays caused by missing content, images, products, credentials, feedback or approval do not automatically create a refund entitlement.
Commercial results
A refund is not due solely because a website does not achieve a particular ranking, traffic level, enquiry volume or sales result unless that outcome was guaranteed in writing.
Technical concerns
Report the page address, device, browser, screenshot and enough information for Brand & Co to investigate.
Launch approval
Approval to publish or transfer the website confirms acceptance of the reviewed stage, subject to defects or legal rights that remain.
Logo design projects
Under this Refund And Cancellation Policy, logo design payments cover research, concepts, presentation, revisions, communication and final file preparation.
Logo concepts
Concepts prepared according to the accepted brief and package represent completed creative services once supplied.
Personal preference
A later preference for another style does not by itself mean the agreed service has failed where the work follows the accepted brief.
Included revisions
Included revisions refine the selected direction. A replacement brief or new business direction may require a separate quote.
Difference from the brief
Where work materially differs from an accepted requirement, identify the issue and allow Brand & Co a reasonable opportunity to correct it.
Business changes
A new business name, owner, audience, market or later colour preference does not make completed logo work refundable.
Final logo files
Final file organisation and export preparation form part of the completed service and are supplied after payment requirements are met.
Graphic design projects
This Refund And Cancellation Policy covers graphic design services including business cards, brochures, flyers, advertisements, packaging, social artwork, menus, uniforms, vehicle graphics and signage layouts.
Design layouts
Information planning, layout work, image placement and completed concepts represent design services once supplied.
Customer supplied wording
Customers must review names, prices, dates, phone numbers, website addresses and other supplied wording.
Revision scope
Revisions refine the approved direction. New campaigns, products, languages or audiences may require additional work.
Additional formats
New sizes, platforms, variations or applications are not automatically included unless stated in the accepted quote.
Final artwork
Print preparation, digital export and file delivery form part of the service and remain payable once completed.
Unused completed artwork
Choosing not to print, publish or distribute completed artwork does not automatically make the design service refundable.
Refund And Cancellation Policy: Signage and Printing
Signage and printed products are commonly produced for a specific vehicle, building, measurement, quantity, material and approved artwork.
Custom production
Change of mind refunds are not normally available for customer specific printing, fabrication or materials after production begins.
Customer approved errors
A reprint or remake caused by incorrect information visible on an approved proof may require a new charge.
Production errors
Where the supplied item does not follow the approved proof, Brand & Co will assess the correction, reprint, repair or replacement required.
Minor concerns
Where a concern can reasonably be remedied, Brand & Co may repair, reprint, replace or provide another lawful remedy.
Substantial concerns
Where an applicable guarantee has substantially failed, rejection, replacement, refund or another remedy may be available.
Installation concerns
Report the issue before another provider removes, changes or repairs the installation unless immediate action is reasonably required.
Later damage
Refunds are not provided for damage caused by impact, misuse, customer alteration, incorrect care or another event outside Brand & Co’s responsibility.
Colour and finish
A colour or finish concern is assessed against the approved proof, selected material, supplied reference and reasonable production variation.
Revisions refine the agreed direction.
A revision is different from replacing the original brief, changing the service or introducing a new creative direction.
Included revisions
The number of included revision rounds is stated in the accepted package, quote or project scope.
Consolidated feedback
Feedback should be supplied as one clear set of instructions from the authorised project decision maker.
New creative direction
Replacing an approved concept or introducing a new product, audience or business name may require another quote.
Written approval
Written approval confirms that the customer reviewed the relevant stage and authorises Brand & Co to continue.
Changes after approval
Changes requested after development, printing, manufacturing or installation begins may create additional charges.
Brand & Co errors
Where Brand & Co introduces an error that was not present in the approved information, it will be assessed and remedied as required.
Some project costs are committed outside Brand & Co.
Under this Refund And Cancellation Policy, third party costs are refundable only where they remain unused or can reasonably be recovered from the relevant provider.
Refund And Cancellation Policy: Raising a Project Concern
Contact Brand & Co first and provide enough information for the project and requested outcome to be reviewed.
Contact us in writing
Include the customer name, project name, service and invoice number where available.
Explain the concern
Describe what occurred and how it differs from the accepted quote, scope, proof or legal guarantee.
Supply supporting information
Include photographs, screenshots, approvals, files or communication relevant to the request.
Allow assessment
Website access, project files, product inspection or a site visit may be required.
Allow a reasonable remedy
Where the issue can be corrected, Brand & Co must be given a reasonable opportunity to complete that remedy.
Receive the outcome
The proposed correction, repair, replacement, credit, refund or reason for declining the request will be explained.
We aim to acknowledge a complete written request within five working days.
We aim to process an approved refund within ten working days.
Refunds are normally returned through the original payment method unless another arrangement is agreed.
A credit note or updated tax record may be supplied where required.
Projects acquired by customers in trade
Many Brand & Co services are acquired by businesses for commercial use.
Whether the Consumer Guarantees Act applies depends on the transaction and its circumstances.
Where both parties are in trade, they may agree in writing to contract out of the Consumer Guarantees Act where the legal requirements are met and doing so is fair and reasonable.
This refund policy does not by itself contract out of any legislation. Any such arrangement must appear in the written agreement accepted for the relevant transaction.
Common questions about refunds and cancellations
Are Brand & Co deposits refundable?
This Refund And Cancellation Policy assesses the project stage. Completed work, reserved project time and unrecoverable supplier costs may be deducted before an unused balance is returned.
Can I cancel a website after work has started?
You may request cancellation in writing. Research, planning, design, development and other completed work remain part of the project calculation.
Can I receive a refund because I do not like a logo concept?
Personal preference alone does not automatically create a refund entitlement where concepts follow the accepted brief. Included revisions should first be used to refine the selected direction.
Can signage be cancelled after artwork approval?
A cancellation request may still be submitted, but custom materials, printing, fabrication and supplier costs may remain payable once production begins.
Who pays when approved signage contains incorrect wording?
Where incorrect wording was visible on the approved proof, a reprint may require another charge. Where Brand & Co failed to follow the approved proof, the concern will be assessed for a remedy.
What happens when an issue can be corrected?
Brand & Co should be contacted first and given a reasonable opportunity to investigate and remedy the concern within a reasonable time.
Are domain, hosting and licence costs refundable?
These costs may not be recoverable after registration, purchase or activation. Any available amount depends on the provider terms.
Can I receive a refund when I decide not to use completed work?
Deciding not to use completed website, logo, graphic design or signage work does not automatically make the completed service refundable.
How long does an approved refund take?
Brand & Co aims to process an approved refund within ten working days. Additional bank or payment provider time may apply.
Does this policy remove my legal rights?
No. This policy does not remove any mandatory legal right. Qualifying business contracting arrangements require a separate written agreement.
Start with the project details.
Include the project name, invoice number, service, reason for the request and the outcome you are seeking.