Refund Policy

1. Our policy

Álom does not give refunds. This applies to all services: web design, SEO and AI search, digital marketing, photography and videography.

We do not refund because you changed your mind, no longer need the work, or decided to go another way. We do not refund because work delivered as quoted did not produce the results you hoped for, or because something outside our control changed, such as a search engine update, an AI assistant’s answers or a hosting provider’s service.

2. Deposits

A deposit holds your date or your place in our schedule and covers the planning and preparation we do first. Deposits are not refundable.

3. Cancelling or rescheduling a shoot

• Tell us as early as you can. If you give us at least 48 hours’ notice, we will move your shoot to a new date once at no extra charge, subject to availability.
• If you cancel or ask to reschedule with less than 48 hours’ notice, or you do not turn up, the deposit is kept.
• For outdoor shoots, if the weather makes it unsafe or unworkable, we will reschedule at no charge.
• If we have to cancel or cannot attend, we will reschedule to a date that suits you or refund what you have paid for that shoot.

4. Websites and project work

Once work has started, payments for work already done are not refundable. If you cancel part way through, you pay for the work completed up to that point, with your deposit counted towards it.

Ongoing services, such as monthly SEO, can be cancelled with 30 days’ written notice. You pay for the month in progress. We do not refund part months.

5. When we do refund

• If we cancel, or cannot deliver the service, we refund what you paid for the part we did not deliver.
• If you were charged by mistake or twice, we refund the extra amount.
• If the Australian Consumer Law gives you a right to a refund, we give it to you (see the next section).

6. Your rights under Australian law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. This policy does not limit them. If we fail to provide a service with due care and skill, or the service does not do what we said it would, you may be entitled to a remedy.

For a major failure, you can choose a refund or compensation for the drop in value. For a minor failure, we can choose to fix it within a reasonable time, and if we do not, you can get a refund. You are also entitled to compensation for other reasonably foreseeable loss, as the law provides.

7. If something is wrong

Email us within 14 days of delivery with what is wrong and, if you can, screenshots or examples. We will review it and put it right at no charge where the problem is our fault, for example by correcting an error, re editing an image, or reshooting where we missed the brief. Websites come with 30 days of support after launch for fixes to our work.

Please contact us before disputing a payment with your bank, so we can fix the problem first.

8. How to ask

Email hello@alom.com.au with your name, the invoice or quote and what you are asking for. We reply within 5 business days.

9. If we cannot agree

If we cannot sort it out between us, you can contact Consumer Protection, Department of Mines, Industry Regulation and Safety (Western Australia), or the Australian Competition and Consumer Commission (ACCC). See the Legal page for details.