Refund Policy

Last Updated: January 2025

At Jimoria, we are committed to client satisfaction and delivering exceptional interior design services. This Refund Policy outlines the circumstances under which refunds may be issued and our cancellation procedures.

1. Overview

Our services are highly personalized and require significant time, expertise, and resources. Once work has commenced, refunds are subject to the terms outlined in this policy and in accordance with Australian Consumer Law.

2. Deposits and Retainer Fees

2.1 Non-Refundable Deposits

Initial deposits and retainer fees are generally non-refundable as they secure your project slot and cover:

• Administrative costs and project setup
• Initial consultations and site visits
• Preliminary research and concept development
• Team allocation and scheduling

2.2 Cancellation Before Work Commences

If you cancel within 48 hours of paying the deposit and before any work has commenced, you may be eligible for a refund of:

• 100% of the deposit if cancelled within 24 hours
• 50% of the deposit if cancelled within 48 hours
• No refund after 48 hours or once work has commenced

3. Service-Specific Refund Terms

3.1 Consultation Services

Initial Consultations:

• Full refund if cancelled at least 48 hours in advance
• 50% refund if cancelled 24-48 hours in advance
• No refund for cancellations less than 24 hours before scheduled time
• No refund for no-shows

3.2 Design Projects

For ongoing design projects, refunds are calculated based on work completed:

3.3 Fixed-Price Projects

For fixed-price project agreements:

• Refunds are based on the percentage of deliverables completed
• Completed milestones are non-refundable
• Work-in-progress is billed on a pro-rata basis
• Any committed third-party costs are deducted from refund amounts

3.4 Hourly Rate Projects

For projects billed on an hourly basis:

• You pay only for hours worked up to the cancellation date
• Any retainer balance is refunded minus hours worked
• Time spent on administrative cancellation tasks is billable

4. Circumstances for Full or Partial Refunds

4.1 Service Not Provided

You are entitled to a full refund if:

• We fail to deliver agreed services without valid reason
• We cancel the project without cause
• Services are not provided as described in the Agreement

4.2 Major Service Failure

Under Australian Consumer Law, you may be entitled to a refund for major failures, including:

• Services substantially different from what was agreed
• Services unfit for the intended purpose that cannot be remedied
• Services provided with an unacceptable level of skill and care

4.3 Minor Service Issues

For minor issues or concerns:

• We will first attempt to remedy the problem within a reasonable timeframe
• If the issue cannot be resolved, a partial refund may be considered
• Refund amount will be proportional to the impact of the issue

5. Non-Refundable Items and Services

The following are not eligible for refunds:

5.1 Completed Work

• Design concepts, drawings, or specifications already delivered
• Consultations already conducted
• Site visits completed
• Presentations and client meetings held

5.2 Third-Party Costs

• Custom furniture or materials ordered on your behalf
• Contractor deposits or fees paid
• Printing, reproduction, or delivery costs incurred
• Permits, approvals, or professional fees paid
• Travel expenses for site visits

5.3 Intellectual Property

• Design concepts and creative work remain our property without full payment
• No refund issued for intellectual property rights or usage licenses

5.4 Change of Mind

• Refunds are generally not provided for change of mind after work has commenced
• Design preferences or style changes after approval do not qualify for refunds

6. Cancellation by Client

6.1 Cancellation Process

To cancel your project:

1. Submit written notice via email to jimoria@hotmail.com
2. Include your project details and reason for cancellation
3. Allow 5-7 business days for processing

6.2 Cancellation Fees

Depending on project stage, cancellation fees may apply to cover:

• Work completed to date
• Administrative processing costs
• Non-recoverable third-party expenses
• Lost opportunity costs (if applicable)

6.3 Final Invoice

Upon cancellation, you will receive a final invoice detailing:

• Total fees paid
• Work completed and associated costs
• Third-party expenses incurred
• Refund amount (if applicable)
• Outstanding balance (if any)

7. Cancellation by Jimoria

7.1 Our Right to Cancel

We reserve the right to cancel or suspend services if:

• Payment is overdue or not received as agreed
• You breach the terms of our Agreement
• Circumstances make it impossible or impractical to continue
• There is abusive or unreasonable behavior toward our team

7.2 Refund Upon Our Cancellation

If we cancel due to our inability to deliver services:

• You receive a full refund for services not yet provided
• Completed work is charged at the agreed rate
• Third-party costs already incurred are deducted

If we cancel due to your breach or non-payment:

• No refund is provided
• You remain liable for all outstanding fees
• We may pursue collection of unpaid amounts

8. Refund for Products and Materials

8.1 Furniture and Fixtures

For furniture, fixtures, and materials procured on your behalf:

• Refunds are subject to the supplier's return policy
• Custom or made-to-order items are typically non-refundable
• Restocking fees may apply (typically 15-25%)
• Items must be unused, undamaged, and in original packaging
• Return shipping costs are your responsibility

8.2 Processing Product Refunds

To request a product refund:

1. Contact us within 14 days of delivery
2. Provide proof of purchase and reason for return
3. Await approval before returning items
4. Return items as directed
5. Refund processed within 14 days of receiving returned item

9. Refund Processing

9.1 Timeline

Approved refunds are processed as follows:

• Refund calculation completed within 7 business days
• Refund initiated within 14 business days of approval
• Funds returned via original payment method
• Bank processing may take an additional 5-10 business days

9.2 Refund Method

Refunds are issued to the original payment method:

• Credit/debit card refunds appear on your statement within 5-10 business days
• Bank transfer refunds typically processed within 3-5 business days
• Alternative refund methods may be arranged in exceptional circumstances

9.3 Partial Refunds

Partial refunds may be issued when:

• Only part of the service has been completed
• Some deliverables have been provided
• Minor service issues have been identified
• Mutual agreement is reached for project termination

10. Disputes and Complaints

10.1 Internal Resolution

If you are dissatisfied with our services or refund decision:

1. Contact us immediately at jimoria@hotmail.com
2. Provide detailed explanation of your concerns
3. We will investigate and respond within 10 business days
4. We will work with you to find a fair resolution

10.2 Escalation

If you are not satisfied with our response, you may:

• Request escalation to senior management
• Seek mediation through a neutral third party
• Contact relevant consumer protection authorities

11. Australian Consumer Law

This Refund Policy operates in conjunction with your rights under Australian Consumer Law. You have guaranteed rights for services that:

• Are provided with acceptable care and skill
• Are fit for any specified purpose
• Are delivered within a reasonable time (when not specified)

These guarantees cannot be excluded. If we fail to meet these guarantees, you may be entitled to a remedy including refund, regardless of the terms of this policy.

12. Modifications to Project Scope

12.1 Additional Work Requests

If you request changes or additions to the agreed scope:

• Additional fees may apply
• Timeline may be extended
• Changes must be agreed in writing
• Additional work is not refundable once commenced

12.2 Reduction in Scope

If you request a reduction in project scope:

• Fees may be adjusted proportionally
• Work already completed is non-refundable
• Committed costs cannot be recovered
• Revised scope must be documented in writing

13. Force Majeure and Unforeseen Circumstances

In the event of force majeure (natural disasters, pandemics, etc.):

• Projects may be suspended without penalty to either party
• Fees for work completed remain payable
• Refunds for future work may be considered on a case-by-case basis
• We will work with you to find an equitable solution

14. Special Circumstances

We recognize that exceptional circumstances may arise. In cases of:

• Serious illness or family emergencies
• Financial hardship
• Natural disasters affecting your property
• Other significant unforeseen events

Please contact us to discuss your situation. We will consider requests for flexible payment arrangements or refunds on a compassionate, case-by-case basis.

15. Cooling-Off Period

For services booked remotely (online, phone, email), you may have cooling-off rights under Australian Consumer Law:

• 10-day cooling-off period from the date of Agreement
• Applies to contracts entered into without face-to-face negotiation
• Right to cancel may be waived if you request services to begin immediately
• Charges for work completed during cooling-off period may apply

16. Gift Certificates and Vouchers

If you have purchased or received a gift certificate:

• Valid for 12 months from date of issue
• Can be redeemed for services up to the certificate value
• Non-refundable and cannot be exchanged for cash
• Can be transferred to another person with notification
• Extensions may be granted in exceptional circumstances

17. Refund Request Process

To request a refund:

1. Submit a written request to jimoria@hotmail.com including:
   • Your name and contact information
   • Project or service details
   • Date of service or purchase
   • Amount paid
   • Detailed reason for refund request
   • Supporting documentation (if applicable)
2. Await acknowledgment - We will confirm receipt within 2 business days
3. Review period - We will assess your request within 7 business days
4. Decision notification - You will receive our decision in writing
5. Processing - If approved, refund will be processed as outlined above

18. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services constitutes acceptance of any changes. We encourage you to review this policy periodically.

19. Questions and Contact Information

20. Acknowledgment

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

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