Refund Policy

Your consumer rights

Services bought through this site come with guarantees under the Australian Consumer Law that cannot be excluded. If a service fails to meet a consumer guarantee — for example it is not delivered as described — you are entitled to a remedy: repair, replacement, or refund depending on the failure. Nothing on this page limits those rights.

Digital items

Digital products (wallpaper packs, licences, digital downloads) are refundable within 14 days of purchase provided the download has not been delivered or activated. Once a licence PDF or download link is issued, change-of-mind refunds are not available, because the goods cannot be returned. Faulty or misdescribed digital goods remain refundable under consumer law regardless.

Booked services

• Coaching sessions can be rescheduled free up to 24 hours before the slot, or refunded in full up to 48 hours before.
• Tournament hosting is refundable in full up to 7 days before the event; inside 7 days a 50% cancellation fee applies because the seed and production work is already done.
• Corporate events follow the cancellation schedule in the event contract; generally full refund 14 days out, half at 7 days.
• Beta Lab seats are refundable within 14 days or until your second lab build installs, whichever comes first.

Physical merchandise

Posters and wearables can be returned within 30 days in original condition for a full refund. Return shipping is on you for change of mind and on us if the item arrived damaged or wrong. Numbered editions can only be refunded, not exchanged, because each run is capped.

How to request a refund

Email [email protected] with your order reference and the reason. We respond within two business days and approved refunds are paid to your original payment method within 5-10 business days depending on your bank.

What we never refund

Services already delivered in full (a completed coaching session, an event that ran), digital downloads already issued where the change-of-mind window has passed, and items returned in unsaleable condition.

Chargebacks

Please contact us before filing a chargeback. Most issues resolve faster by email than through the dispute process, and unresolved chargebacks can suspend service accounts while they are investigated.

Contact

Refund requests and questions: [email protected] or +61 2 9240 8500, Monday to Friday 9:00-18:00 AEST.