Refund policy

REFUND POLICY 

For KSB Creative Pty Ltd T/A The Brand Alchemists

Digital Products

Due to the nature of digital goods, all digital product sales are final.
Digital products are considered “used” once downloaded or accessed and are therefore non-refundable.

If you experience any issues with accessing or using your digital purchase, please contact us at hello@thebrandalchemists.com so we can work with you to resolve the problem promptly.

In-a-Week Services

All “in a week” services require full payment upfront at the time of booking to secure your chosen project week. Because these weeks are held exclusively for you, cancellations impact our ability to book other clients.

If you need to cancel your project, the following policy applies:

  • 30+ days before the start date – Full refund, minus any processing fees.

  • 14–30 days before the start date – 50% refund.

  • Less than 14 days before the start date – No refund.

You may reschedule your project once, with a minimum of 14 days’ notice, subject to availability. Timely submission of your assets is required to complete your project on schedule. If assets are not received in time, your booking may be postponed to the next available week or forfeited entirely.

Custom Services

To secure your project, full payment or the first instalment of your selected payment plan is required at the time of booking. Payment plans are processed automatically and follow a three-payment structure processed fortnightly with final deliverables handed over once the last payment has been received.

Because this is a bespoke, time-intensive service, all deposits and payments are non-refundable once work has begun. If you need to cancel your project:

  • 30+ days before the start date — Full refund (minus processing fees).

  • 14–30 days before the start date — 50% refund.

  • Less than 14 days before the start date — No refund.

If the project is cancelled after work has started, all completed work remains the property of the studio and no refunds will be issued for payments already made. Any unpaid instalments will still be due according to the contract terms.

If rescheduling is required, requests must be made at least 14 days in advance and will be subject to calendar availability.

Coaching & The Brand Alchemy Blueprint

The Brand Alchemy Blueprint Program is a high-touch, immersive experience that includes both strategic coaching and the delivery of branding, website, and funnel assets. Payment can be made in full or through a monthly payment plan.

Because spaces in this program are limited, all payments are non-refundable once the program has begun. If you choose to end your program early, you will be responsible for 50% of the remaining contract balance.

Deliverables such as branding, websites, and funnels will only be handed over once the minimum payments covering those assets have been received. Any requests to pause or reschedule must be made in writing with at least 14 days’ notice and will be assessed on a case-by-case basis.

Pause & Project Abandonment

All projects require timely communication and the submission of content, feedback, and assets by the agreed-upon deadlines to stay on schedule.

If a client requests to pause a project:

  • We allow one pause of up to 30 days, subject to availability.

  • A new timeline will be agreed upon when the project resumes.

  • Additional pauses are not permitted, and the project will be considered abandoned.

If the project is paused or abandoned for more than 30 days, the following applies:

  • All payments made to date are non-refundable.

  • Resuming the project later may require a reactivation fee and will be scheduled as a new project at the current rate.

  • Timelines, deliverables, and pricing may be adjusted to reflect the new scope and schedule.

If communication is not received within the 30-day period, the project will be automatically closed and no deliverables will be provided.

Physical Products

In the event you wish to return a physical item, we are happy to offer you store credit.
Please email hello@thebrandalchemists.com with your order number to request a return.

Items must be returned in their original condition within 14 days of your return request being approved. Customers are responsible for return shipping costs.