Cancelling appointments, projects and plans, and how refunds are handled.
This policy explains how refunds, cancellations, replacements, credits and remedies are managed for CAQA Creative. Nothing in this policy limits rights that may apply under the Australian Consumer Law. Refunds and remedies depend on the type of product or service purchased, the reason for the request, whether the product or service has been accessed or delivered, and whether a major or minor problem exists.
CAQA Creative, part of CAQA Groups and a Career Calling International initiative, provides brand, design, content, visual identity and creative production services to creative practitioners, education providers, businesses and community organisations. This policy covers the three ways clients typically engage us: booked appointments and studio consultations, scoped project engagements, and the ongoing plans described on our pricing page.
No payments are processed through this website: there is no online checkout, cart or payment gateway on this site. Plans and rates shown on the pricing page are indicative only. Confirmed engagements and plans are invoiced by Career Calling International Pty Ltd (ABN 53 162 651 238), so cancellations and refunds are handled directly with our team rather than through an online store.
Appointments requested through this website may be rescheduled or cancelled at no charge with at least two business days' notice by emailing info@caqa.com.au or calling 1800 266 160. Where a paid consultation is cancelled with less notice, or is not attended, we may charge for the time reserved or apply the fee as a credit to a rescheduled session at our discretion.
A scoped project may be cancelled by written notice at any time. On cancellation the client remains responsible for fees for work performed up to the date of cancellation, for any non-refundable third-party costs already committed on the client's behalf (such as stock asset licences, print runs or media bookings), and for any cancellation terms stated in the written scope. Deposits and prepayments are applied first against these amounts, with any balance refunded. Completed and paid-for deliverables are unaffected by a later cancellation.
Monthly or ongoing plans may be cancelled by written notice before the start of the next billing period. Cancellation takes effect at the end of the current period; unused inclusions in the current period are not refunded unless we have failed to deliver them. Where a plan has been prepaid for a longer term, we refund the unused whole months less any agreed early-cancellation adjustment stated in the plan confirmation.
If we need to cancel or reschedule an appointment, or become unable to deliver scoped work, we will tell you as soon as possible and offer a replacement time, a substitute service of equal value, a credit, or a refund of amounts paid for services not delivered - the choice is yours.
We are not required to provide a refund for a simple change of mind after work has commenced or a plan period has begun. We will, however, always discuss options such as pausing an engagement, resizing the scope or applying amounts paid as a credit toward other CAQA Creative services.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that services will be provided with due care and skill, will be fit for any purpose made known to us, and will be supplied within a reasonable time. If a service has a major failure, you may cancel the engagement and obtain a refund for the affected services, or compensation for the reduction in their value. If the failure is minor, we may choose to re-perform or fix the service within a reasonable time at no cost to you.
Email info@caqa.com.au with your name, organisation, the engagement or plan details and the reason for your request, call 1800 266 160, or use our contact page. We acknowledge requests within two business days and aim to resolve them within ten business days. Approved refunds are paid to the original payer using the original payment method wherever possible.
If you are not satisfied with the outcome of a cancellation or refund request, you may ask for the matter to be reviewed by a manager through the same contact points. This policy does not prevent you from contacting your local consumer protection agency.
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