The fine print, in plain English.

Draft terms on a private test copy (version 2026-10-19-draft).

Refunds and changing your mind

We don’t offer refunds for a change of mind on any package. The one exception is a website deposit, which is refundable in full within 24 hours of purchase (see Website builds).

Your rights come first. This doesn’t affect your rights under the Australian Consumer Law. If something we deliver has a problem, for example it doesn’t match what we agreed, it isn’t made with due care and skill, or it isn’t fit for the purpose you told us about, you’re entitled to a repair, replacement or refund as the law provides. For business websites, ad videos (our Starter, Growth, Studio and Premium video packages), retainers and Website Care, where the law allows, we may limit this to redoing the work or paying for someone else to redo it. Refunds go back to the payment method you used, unless we agree on something else with you.

Creative packages (Starter, Growth, Studio, Premium)

• You can cancel by letting us know, but we don’t refund a change of mind (before or after you send your brief). This doesn’t affect your rights under the Australian Consumer Law.
• After concept sign-off (production has started), you can stop the project at any time, but we don’t refund a change of mind once production has started. If the problem is on our side, for example we can’t deliver what we agreed or the work has a major problem, your rights under the Australian Consumer Law still apply and we’ll put it right or refund you as the law provides.
• Your free revision rounds (Starter 2, Growth 3, Studio 3, Premium 4) are for responding to your feedback during production, before you approve. After those, each extra tweak before sign-off is A$47 per image and A$77 per video. Once you’ve ticked approval to receive your files, any further changes are also A$47 per image and A$77 per video. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service. Changing the concept after sign-off is new work, and we’ll quote it first. Extra videos are quoted before we start.

Website builds (Launch, Business, Commerce)

• Website builds start with a 50% deposit to reserve your spot. The other 50% (the balance) is due once you approve your site for launch, before it goes live. If it isn’t paid, we’ll hold your launch until it is, and remind you by email.
• The 24-hour window: your 50% deposit is refundable in full if you cancel within 24 hours of purchase for a legitimate reason, including a genuine change of mind. After 24 hours it’s non-refundable: we keep the full deposit and we don’t give partial refunds. This doesn’t affect your rights under the Australian Consumer Law.
• Cancelling after design has started: we keep your deposit to cover the work done, and you won’t owe anything more. The balance isn’t charged.
• If we can’t deliver what we agreed, or we cancel, your rights under the Australian Consumer Law apply.
• Extra revision rounds and extra videos for websites are quoted before we start.

Templates

Templates are digital files. We don’t offer change-of-mind refunds on templates once they’re delivered. This doesn’t affect your rights under the Australian Consumer Law. If a file is faulty, won’t open, or isn’t what we described, email us and we’ll fix it, replace it or refund you. Once a template order is refunded, its download links stop working.

Retainers (Growth Retainer, Premium Retainer)

• Retainers are billed monthly from the day you order (A$847 a month for the Growth Retainer, A$1,357 for the Premium Retainer), with a 3-month minimum term: a minimum of 3 monthly payments (A$2,541 in total for the Growth Retainer, A$4,071 for the Premium Retainer).
• You can tell us you want to cancel at any time. If that’s during your first 3 months, your retainer and your deliverables continue until the end of month 3, then stop, and you won’t be charged again. There’s no early-exit fee. This doesn’t affect your rights under the Australian Consumer Law.
• How to cancel: cancel any time, either in the billing portal (the link is in your receipt email) or by emailing contact@pylot.studio. After month 3, let us know before your next billing date: your cancellation takes effect at the end of your current billing month, and you won’t be charged again.

Website Care plan

Website Care is month to month with no minimum term and no early-exit fee. Cancel any time, either in the billing portal (the link is in your receipt email) or by emailing contact@pylot.studio. Let us know before your next billing date. Your cancellation takes effect at the end of your current billing month, and you won’t be charged again.

Projects on hold

• If we’re waiting on you (your brief, content, feedback or approval) and haven’t heard from you for 10 business days, your project goes on hold and leaves the production queue.
• Restarting is free. Just reply when you’re ready, and you’ll rejoin the queue.
• Websites on hold for 60 days are closed under our work-done rule: we keep your deposit, and you won’t owe anything more. Creative packages on hold for 30 days are closed, and a change of mind isn’t refunded. This doesn’t affect your rights under the Australian Consumer Law.

Support

Email contact@pylot.studio, or message us from your project portal. We reply within 24 hours, usually between 8am and 5pm our local time.

Holiday closures

• We’re closed on all Australian public holidays, including Christmas Day, Boxing Day and New Year’s Day.
• We take a two-week Christmas break: closed 24 December to 6 January, back 7 January.
• You can still email or message us while we’re closed. We’ll receive everything and reply within 24 hours of reopening.

Your consumer rights and our liability

Draft wording, lawyer review recommended. Not yet approved for publishing.

Your rights come first. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law. The consumer guarantees can’t be excluded.

Business-type work. Where the law allows, and for services not ordinarily acquired for personal, domestic or household use (our business websites; ad videos, meaning our Starter, Growth, Studio and Premium video packages; retainers; and Website Care), our liability for a failure to meet a consumer guarantee is limited to supplying the services again or paying the cost of having them supplied again. This limit doesn’t apply to templates, or to anything that’s ordinarily bought for personal, domestic or household use.

Our total liability. Otherwise, our total liability for an order is limited to the fees you paid for that order (for retainers and Website Care, the fees you paid in the last 12 months), and neither of us is liable for indirect or consequential loss.

What these limits don’t cover. These limits don’t apply to death or personal injury, fraud, or wilful misconduct.

Our guarantees. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

To raise a problem, email contact@pylot.studio with your order ID (it starts with PS-) and what’s gone wrong.

Prices

All prices are in Australian dollars (AUD).