Refund policy
Truebound Refund, Cancellation and Service Terms
Truebound (ABN 90 207 618 630), Melbourne, Victoria, Australia. Effective 21 July 2026.
These terms apply to all purchases of Truebound digital products and services, whether made through https://truebound.com.au, our Shopify store, a proposal, a signed contract, an invoice, or any other channel. By purchasing from us or engaging our services, you accept these terms.
Order of precedence: where there is any inconsistency, a signed contract or statement of work between you and Truebound takes priority over these terms, and these terms take priority over any other content on our website, ads, sales conversations, or marketing materials.
1. Digital products
"Digital products" means downloadable files, templates, prebuilt assets, guides, courses, prompts, presets, and any other intangible item sold through our Shopify store or website.
1.1 Digital products are delivered electronically and are available for immediate download or access after purchase.
1.2 Because digital products are supplied instantly and cannot be returned in any meaningful sense, we do not offer refunds or exchanges on digital products in the following situations:
- change of mind or buyer's remorse;
- accidental purchase;
- failing to read the product description before purchase;
- incompatibility with third-party platforms, software, or services;
- misunderstanding what the product does; or
- discovering the product elsewhere for a different price.
1.3 Nothing in clause 1.2 excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL) or other law that cannot lawfully be excluded. If a digital product does not meet a consumer guarantee under the ACL, for example if it is not of acceptable quality, does not match its description, or is not fit for the purpose we said it would be, you may be entitled to a refund, replacement or repair. See clause 14.
2. Video production services
2.1 A non-refundable deposit of 50% of the agreed project fee is payable before we commence work. This deposit reserves your production slot and covers pre-production, planning, resourcing and administrative costs, all of which are incurred by us before delivery.
2.2 The remaining 50% is payable in full before we deliver the final piece. We are not required to release the final piece, raw files, project files, source files or any working materials until full payment has been received in cleared funds.
2.3 Once you have signed a proposal, contract, statement of work, or otherwise instructed us to begin work, work is treated as having commenced immediately. You have 24 hours from the time of signing to cancel the engagement and receive a refund of any amount already paid, less any costs we have already committed to on your behalf. After that 24-hour window, the deposit is non-refundable.
2.4 Each production package includes a set number of revision rounds, as stated in your proposal or contract (typically one or two rounds). Additional revisions beyond that allowance are billable at our then-current hourly rate or a fixed fee agreed in writing.
2.5 Filming is a live process. Where you attend or approve filming on the day (in person, via remote monitor, or through delivered rushes), you are responsible for raising concerns at that time. If you subsequently request a reshoot because you are not satisfied with filming that was performed and approved to brief, you are responsible for the full cost of the reshoot, including talent, crew, equipment, travel and location fees.
2.6 Raw files, project files and source files are not included in any package by default. If we agree to supply them, they will only be released after full payment of all outstanding invoices on your account.
2.7 Delivery timeframes are set out in your individual proposal or contract. Where no timeframe is stated, we will deliver within a reasonable time in the circumstances.
3. Retainer services
"Retainer services" includes marketing retainers, video retainers, media buying retainers, lifecycle marketing retainers and any other ongoing service billed on a recurring basis.
3.1 Retainer services are billed monthly in advance from the date you sign your engagement, unless a different billing cycle is set out in your contract.
3.2 Once billed, monthly retainer fees are non-refundable. Cancellation does not entitle you to a pro-rata refund of the current month's fee.
3.3 To cancel a retainer, you must give at least 30 days' written notice to team@truebound.com.au. Your retainer will continue, and fees will continue to be charged, through the 30-day notice period. We will continue to deliver services during the notice period.
3.4 The 24-hour cooling-off period in clause 2.3 also applies to retainers. After the first 24 hours from signing, the first month's fee is non-refundable and work is treated as having commenced.
4. Payments, late fees and failed payments
4.1 All invoices and retainer fees are payable on the due date shown on the invoice or in your contract. Payment is made through Stripe, Ignition, Shopify or another method we nominate.
4.2 A late fee of 5% of the outstanding amount applies to any invoice not paid by its due date. Further 5% late fees may accrue each subsequent month the amount remains unpaid.
4.3 If a scheduled payment for retainer services fails (for example, a declined card), you have five (5) business days from the failed payment date to update your payment method and settle the amount. If the amount remains unpaid after five business days, we may pause or suspend services, and clause 4.2 applies.
4.4 We may withhold delivery of any work, files, credentials, campaign access or other deliverables until all outstanding invoices are paid in full.
4.5 You are responsible for all reasonable costs we incur to recover overdue amounts, including debt collection fees, legal costs and court costs, to the extent permitted by law.
5. GST and currency
5.1 All prices are in Australian Dollars (AUD) unless expressly stated otherwise.
5.2 Digital product prices on our Shopify store are inclusive of GST where GST applies. Service fees quoted in proposals, contracts and invoices are exclusive of GST unless the quote or invoice states otherwise, and GST will be added at the applicable rate.
5.3 For customers outside Australia, currency conversion, foreign transaction fees, and local taxes or duties are your responsibility.
6. Scope of work, out-of-scope requests and third-party costs
6.1 The scope of work for each engagement is set out in your proposal, statement of work or contract.
6.2 Any work outside that scope will be quoted separately and only proceeds once we have a written agreement (including by email) on the additional fee and timeframe.
6.3 Where a client change, delay or additional request causes us to incur extra costs (for example, rebooking talent, extended shoot days, or rush turnarounds), those costs are payable by you.
6.4 Advertising spend, platform fees, licence fees, stock footage, music licensing, talent fees, location fees and any other third-party costs are separate from our service fee. They are either billed to you directly by the third party, funded from a client-provided budget, or reimbursed to us on top of our fee. Third-party costs are non-refundable once committed or spent.
7. Client responsibilities
7.1 You agree to:
- respond to our requests, questions and approvals within 48 hours during business days, unless a different timeframe is agreed in writing;
- provide accurate briefs, brand assets, feedback and approvals in a timely way;
- ensure you have the necessary rights, licences and consents to any content, logos, footage, music, talent releases or personal information you provide to us; and
- comply with any platform terms (Meta, LinkedIn, Google, TikTok, YouTube, and similar) applicable to campaigns run for you.
7.2 Delays caused by your late responses, missing materials, or changes may extend delivery timeframes and increase costs. We are not responsible for delays caused by matters within your control.
8. Client-supplied content, warranty and indemnity
8.1 You warrant that any content you provide to us, or ask us to use, is either owned by you or lawfully licensed to you, and that we may use it for the purposes of the engagement without infringing any third-party rights.
8.2 This includes logos, brand assets, footage, images, music, testimonials, quotes, product claims, employee or customer appearances, and any personal information.
8.3 You indemnify Truebound against any claim, loss, damage, cost or expense (including legal costs) we suffer or incur as a result of:
- content you supplied being unlicensed, infringing, defamatory, misleading, deceptive, or unlawful;
- claims you asked us to make in campaigns being inaccurate, unsubstantiated, or in breach of law or platform policy; or
- your breach of any warranty in these terms.
9. Talent, model and location releases
9.1 Unless we have expressly agreed in writing to organise talent or locations, you are responsible for obtaining and holding signed talent releases, model releases, minor releases (where applicable) and location releases or permits for anyone appearing in, or any place featured in, filming.
9.2 You must provide copies of those releases to us on request. Filming may be paused or rescheduled at your cost if required releases are not in place.
9.3 Where we organise talent or locations on your behalf, the associated fees are third-party costs under clause 6.4.
10. Ad accounts, platform access and platform decisions
10.1 Ad accounts, business managers, ad pixels, tracking tags, domain verifications, and any other platform assets set up in your name or for your business belong to you. On termination of a retainer, we will transfer administrator access back to you within a reasonable time, subject to full payment of all outstanding invoices.
10.2 Where you provide us access to your platform accounts, you remain responsible for the security of those accounts and for any billing information stored in them.
10.3 We are not responsible for decisions made by third-party platforms, including but not limited to:
- ad account restrictions, suspensions or bans;
- ad or creative rejections or takedowns;
- policy changes, algorithm changes, or feature deprecations;
- pixel or tag data loss or discrepancies;
- changes to attribution windows or reporting;
- platform outages, bugs or data breaches.
10.4 We will use reasonable efforts to help resolve platform issues, but final decisions rest with the relevant platform and are outside our control.
11. Results and performance disclaimer
11.1 We deliver our services with reasonable care and skill using methods that are current industry practice at the time.
11.2 We do not guarantee any specific business outcome, including:
- sales, revenue or profit;
- leads, appointments or bookings;
- return on ad spend (ROAS), cost per acquisition (CPA), cost per lead (CPL) or other performance metrics;
- audience growth, engagement, reach, views, or virality;
- rankings, impressions or click-through rates;
- brand outcomes or reputational results.
11.3 Any figures, projections, benchmarks or examples we share (in pitches, proposals, meetings, case studies or marketing materials) are illustrative only and are not a promise or guarantee of your results.
11.4 Nothing in this clause affects your rights under the ACL or other non-excludable law.
12. Confidentiality
12.1 Each party agrees to keep confidential any non-public information disclosed by the other party in connection with the engagement, including business plans, financial information, customer lists, briefs, strategies, and pricing.
12.2 Confidentiality does not apply to information that:
- is or becomes public through no breach of these terms;
- is already known to the receiving party at the time of disclosure;
- is independently developed by the receiving party; or
- is required to be disclosed by law, court order, regulator, or professional adviser under a duty of confidence.
12.3 Confidentiality obligations continue for two years after the end of the engagement, or longer where required by law.
13. Delays and events beyond our control (force majeure)
13.1 We are not liable for any delay or failure to perform where the delay or failure results from circumstances beyond our reasonable control. This includes illness or injury of key personnel, natural disasters, extreme weather, fire, flood, pandemic, epidemic, government action, strikes, riots, terrorism, war, internet or utility outages, platform outages (for example Meta, Google, YouTube, Vimeo, HubSpot), cyber-attack, or supplier failure.
13.2 Where a force majeure event occurs, we will notify you and use reasonable efforts to resume performance as soon as practicable. Timeframes will be extended by the period of delay.
14. Australian Consumer Law
14.1 Our services and digital products come with guarantees that cannot be excluded under the Australian Consumer Law. Where the ACL applies, you are entitled to the remedies it provides, including a refund, replacement or repair for a major failure, and compensation for other reasonably foreseeable loss or damage.
14.2 Nothing in these terms is intended to exclude, restrict or modify any right or remedy you have under the ACL or any other law that cannot lawfully be excluded, restricted or modified.
14.3 To the maximum extent permitted by law, our liability for a breach of a non-excludable guarantee is limited, at our option, to:
- for services: resupplying the services, or paying the cost of having the services resupplied; and
- for digital products: replacing the product, or paying the cost of having the product replaced.
14.4 If you believe we have not met a consumer guarantee, contact us at team@truebound.com.au before taking any other action so we can work with you to resolve the issue.
15. USA and international customers
15.1 Where you purchase from outside Australia, including from the United States, these terms apply, but we also respect any non-excludable consumer protection rights available to you under the law of the jurisdiction in which you reside, including US federal consumer protection laws and applicable state laws.
15.2 Digital products sold to US customers are subject to the same delivery, refund and non-refund provisions in clause 1. Nothing in these terms is intended to exclude, restrict or modify any right you may have under the Federal Trade Commission Act, state consumer protection statutes, or other law that cannot lawfully be excluded.
15.3 Where you access services or products in a US state that grants specific consumer rights (for example California), you keep those rights.
16. Chargebacks and payment disputes
16.1 If you have a concern about a charge, contact us at team@truebound.com.au before contacting your bank or card issuer. Most issues can be resolved directly and quickly.
16.2 You acknowledge that:
- deposits, retainer fees and completed services are non-refundable except as set out in these terms or as required by law;
- initiating a chargeback for an amount that is not refundable under these terms, or for services already delivered, is not a valid dispute; and
- you have expressly agreed to these terms at the point of purchase, engagement or contract signing.
16.3 Where a chargeback is initiated in circumstances not permitted by these terms, we may:
- defend the chargeback with evidence including these terms, your signed contract or proof of purchase, delivery evidence, and communications;
- suspend all services and access to deliverables while the chargeback is on foot;
- treat the chargeback as an unpaid debt and recover the amount, plus reasonable costs (including chargeback fees, administrative costs, legal costs and debt collection costs), from you; and
- decline future engagements with you.
16.4 Clause 16 does not affect any right you have to raise a genuine dispute with your card issuer where a payment is unauthorised, fraudulent, or where the ACL, US consumer law, or card network rules give you a right to do so.
17. Intellectual property and portfolio rights
17.1 All Truebound methodologies, frameworks, templates, source files, project files, and pre-existing IP remain our property.
17.2 On full payment of all fees for a project, you receive a licence to use the final delivered work for the purposes set out in your contract (typically your own marketing and advertising).
17.3 We do not transfer or licence raw files, project files or source files unless expressly agreed in writing and paid for in full.
17.4 Unless you have asked us in writing (before signing) to keep the engagement confidential, we may use the delivered work and describe the engagement for our own marketing, portfolio, case studies, awards submissions, social media, pitch decks and website. Where you have asked for confidentiality, we will still record the engagement internally but will not display it publicly.
18. Refusing or ceasing work
18.1 We may refuse or cease work where a brief, campaign, product, or requested action would, in our reasonable view:
- breach the ACL, the ASIC Act, therapeutic goods, financial services, or other regulatory requirements;
- breach the advertising or content policies of a platform on which the campaign is to run;
- involve misleading or deceptive claims, unsubstantiated performance claims, or illegal comparative claims;
- involve gambling, adult content, weapons, or other categories we do not service; or
- expose Truebound or its team to material legal, reputational or platform risk.
18.2 Where we refuse or cease work on these grounds, we may pause or terminate the engagement without penalty. Fees for work already performed remain payable.
19. Termination by Truebound
19.1 We may terminate an engagement immediately by written notice if you:
- fail to pay an invoice within 5 business days of a payment reminder;
- materially breach these terms or your contract and, where the breach is capable of remedy, do not fix it within 14 days of being asked;
- engage in abusive, harassing, threatening, discriminatory or unlawful conduct toward our team or contractors;
- request work covered by clause 18; or
- become insolvent, enter external administration, or are unable to pay debts as they fall due.
19.2 On termination under this clause, all outstanding fees are immediately payable, and clause 4.4 applies.
20. Assignment and subcontracting
20.1 Truebound may assign, novate or transfer these terms and any related contract, in whole or in part, to a related entity or a successor to our business.
20.2 Truebound may subcontract any part of the services, including to overseas contractors, provided we remain responsible for the services delivered.
20.3 You may not assign, novate or transfer these terms or any related contract without our prior written consent.
21. Notices
21.1 Any formal notice under these terms must be sent by email to team@truebound.com.au (for notices to Truebound) or to the email address you last provided to us (for notices to you).
21.2 Notices are taken to be received on the next business day in Melbourne, Victoria.
21.3 Informal communications through chat, direct message, or social media do not count as formal notice.
22. Entire agreement and precedence
22.1 These terms, together with your signed contract, proposal or statement of work, form the entire agreement between you and Truebound in relation to the engagement, and replace any prior representation, discussion or understanding.
22.2 Statements made in sales conversations, calls, Loom videos, emails, chat messages, social media posts, marketing materials, or website content do not vary these terms unless recorded in a written variation signed by both parties.
22.3 Where there is any inconsistency, the order of precedence is: (a) a written variation signed by both parties, (b) your signed contract or statement of work, (c) these terms, (d) any other written or oral communications.
23. Severability
If any part of these terms is found by a court or regulator to be invalid, illegal or unenforceable, that part is severed and the remainder of these terms continues in full force and effect.
24. Dispute resolution and governing law
24.1 If you have a concern, contact us at team@truebound.com.au. We will make reasonable efforts to resolve the issue within a reasonable time.
24.2 If we cannot resolve the issue directly, either party may refer the dispute to mediation or an appropriate consumer dispute resolution body, before commencing court proceedings.
24.3 These terms are governed by the laws of Victoria, Australia. Subject to any non-excludable right you have to bring proceedings in the jurisdiction in which you reside, you and Truebound submit to the exclusive jurisdiction of the courts of Victoria, Melbourne, Australia, and courts competent to hear appeals from those courts.
25. Changes to these terms
We may update these terms from time to time. The current version will always be available at https://truebound.com.au. Changes take effect for new purchases and engagements from the date the updated version is published. Existing signed contracts continue on the terms in place when they were signed, unless we agree otherwise.
26. Contact
Truebound
ABN 90 207 618 630
Melbourne, Victoria, Australia
Email: team@truebound.com.au
Phone: (03) 4422 4333
Website: https://truebound.com.au