Refund Policy

At eSharp, we strive to provide our clients with the highest quality design and marketing services. We understand that there may be times when you are not completely satisfied with our services. This Refund Policy outlines the circumstances under which refunds will be issued and the procedures for requesting a refund.

1. General Policy

Our goal is to ensure that you are satisfied with the services you purchase from us. If you are not satisfied with the services provided, please contact us so we can address your concerns. We handle refund requests on a case-by-case basis, with the aim of achieving a fair resolution for both parties.

2. Eligibility for Full Refunds

Refunds may be issued under the following conditions:

Service Non-Delivery: If we fail to deliver the services agreed upon in our contract, you are eligible for a full refund. Service non-delivery refers to a situation where no part of the service was provided.

Cancellation: If you cancel the service before work has commenced, you are eligible for a full refund. If you cancel the service after work has commenced, you may be eligible for a partial refund based on the amount of work completed.

3. Eligibility for Partial Refunds of Design Work

We promise: all works will be revised to your satisfaction as much as possible before finalization and refund. If multiple revisions still do not meet your expectations, since design services require effort and time, they cannot be “returned”. Therefore, we declare that under the premise of not using our design proposals and ideas:

If you are not satisfied with the initial draft, you can receive a 50% refund.

If you are not satisfied after 1-3 revisions, you can receive a 30% refund.

If you are not satisfied after more than three revisions, no refund will be provided.

4. Non-Refundable Services

Certain services are non-refundable, including:

Completed Projects: Once a project has been completed and delivered, it is non-refundable.

Third-Party Costs: Any costs incurred by us on your behalf for third-party services (such as advertising fees, printing costs, etc.) are non-refundable.

Marketing Services: The marketing services involve extensive customisation or are tailored specifically to your unique requirements. Therefore they are not eligible for a refund once work has begun.

Subscription Services: Subscription services are non-refundable, even if you decide to end the service in the middle of the billing cycle. You can unsubscribe at any time, and the service will continue until the end of the current billing cycle.

5. Transaction Fee

Please note that transaction fees incurred during the payment process are non-refundable. This applies to all cancellations, returns, or exchanges. Payment providers such as Stripe and GoCardless do not reimburse these fees, as the majority of processing costs are retained by banks or card networks. Therefore, even if an order is cancelled or a product is returned, the original transaction fees will not be refunded​.

6. Refund Request Process

To request a refund, please follow these steps:

1). Contact Us:
Email us at [email protected] within 3 days of receiving the service delivery. Provide your order details, a description of the issue, and any relevant documentation.

2). Review:
Our team will review your request and may contact you for further information or clarification. This process may take up to 7 business days.

3). Resolution and Processing:
We will inform you of our decision via email. If your refund request is approved, the refund will be processed to your original payment method:

• For Stripe Payments: Refunds will follow Stripe’s policy, which typically takes 5-10 business days to appear, though timing may vary depending on your bank. Transaction fees from the original payment will not be refunded.
• For GoCardless Payments: Refunds will adhere to GoCardless’s terms, usually processed within 7-10 business days, subject to bank processing times. Transaction fees will not be reimbursed.

If your refund request is denied, we will provide a detailed explanation.

7. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our refund practices.

Contact Us

If you have any questions or concerns about this Refund Policy, please contact us at:

eSharp

Mailing Address: Suit 1007, 7 Eden Park Drive, Macquarie Park NSW 2113

Phone: 02 8817 0419

Email: [email protected]