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1. Time - What’s Included in Your Hours
Your membership comes with allocated production hours, which can be used for:
2. Work Requests - How to Submit Them
To keep things smooth and efficient, we recommend submitting a clear and structured request. Here’s how it works:
3. Brand Brief - What to Provide for the Best Results
A well-structured brief saves time and ensures better results. Here’s what makes a good one:
If a consultation or booking is included in your service, we’ll contact you to schedule it.
4. Meetings - When and How They Are Included
If your project requires a meeting, we’ll log the time as part of your allocated hours. To keep things efficient:
Your account manager will help schedule any necessary check-ins.
5. Quality Control – How We Do It
We aim for high-quality work every time, but if something needs extra polish:
1. Communication Standards – How We Stay Connected
Your membership includes access to different communication channels. The specifics depend on your plan—check pricing and perks for details.
2. Business Hours – When We’re Available
Our team operates during standard office hours (AEST) and sometimes outside those hours. If you’re in a different time zone, it’s best to set agreed check-in times so your account manager can coordinate a schedule that works for everyone.
3. Delivery Standards – How Long Work Takes
Delivery times depend on the task and our team’s workload. Typical requests taking 4-8 hours are usually completed in 1-2 business days. You can set deadlines when necessary, but keep in mind:
If everything is urgent, then nothing is.
4. Urgency Handling – Managing Last-Minute Requests
We’re structured for a steady workflow, so urgent requests can disrupt our schedule. If you anticipate time-sensitive work, talk to your account manager in advance to figure out the best way to handle it.
5. Weekend & Holiday Requests – Urgent Support at a Premium
If you need something urgently over a weekend or public holiday (and it’s not due to our delay), we may be able to help—but it will be billed at 2x the production hour rate.
6. Reporting Standards – Keeping You in the Loop
For retainer clients, we provide weekly reports summarising completed tasks and hours spent. For real-time updates, check our working board. We’re also rolling out automation tools to streamline tracking—currently in beta.
7. Professionalism & Conduct – The Way We Work Together
We’re all about open, respectful, and transparent communication. Expect timely responses and clear expectations from our team.
8. Confidentiality & Discretion – How We Handle Your Work
Your work and information are managed with the highest level of confidentiality and professionalism. We take privacy seriously—always.
Billing – How Payments Work
We process payments through Stripe using your nominated card. Retainers auto-renew based on your plan, while shop purchases are one-time transactions. If you don’t see a shop purchase in your account, let us know.
Manual Billing – Alternative Payment Options
Prefer bank transfers or manual invoicing? No problem—just talk to us, and we’ll set it up.
Invoices – Keeping Track of Payments
We’ll send invoices to your nominated email, so you always have a record of your payments.
GST – Australian Tax Requirements
If you’re registered in Australia, a 10% GST applies to all products and services.
Ownership of Final Deliverables
Clients own the final commissioned output upon full payment. However, all underlying assets, methodologies, processes, tools, templates, and specifications used in production remain the intellectual property of our team and are not transferable.
Licensing & Copyright Disclaimer
While we follow best practices to ensure input materials comply with licensing regulations, we do not guarantee that deliverables are entirely free from copyright or licensing infringements. Clients are responsible for conducting any necessary legal reviews.
Revisions & Adaptations
Clients may use, modify, and adapt the final deliverables within the agreed scope of use. However, they cannot resell, repurpose, or use our proprietary methods, tools, or interim work (such as drafts, concepts, or raw files) beyond the intended project.
Use of Third-Party Assets
If a project includes third-party assets (e.g., stock images, fonts, plugins), it is the client’s responsibility to ensure proper licensing unless otherwise agreed in writing.
Portfolio & Promotion Right
We reserve the right to showcase completed work in our portfolio and marketing materials unless the client explicitly requests confidentiality in writing.
Unpaid Work & Termination
If a project is canceled or unpaid, any work completed remains our intellectual property and cannot be used by the client.
You can read our service agreement here
Since our work is strategy and execution-based, we don’t typically offer refunds. However, we do have clear terms for cancellations or adjustments. Reach out if you need specifics.
We do! If you need a flexible payment option, just reach out, and we’ll work out a plan that fits.
Yes! Our retainers are flexible, allowing you to scale up or down based on your needs.