Refund policy

Refund, Returns & Service Delivery Policy

Effective Date

20 July 2026

At The SheEO Agency®, we provide professional consulting, advisory, strategy and implementation services tailored to each client's unique business. Because our services are customised and delivered through time, expertise and intellectual property, they cannot be returned or exchanged in the same way as physical products.

This policy explains how we manage refunds, cancellations and service outcomes.

1. Our Commitment

We are committed to delivering all services with professionalism, care and skill.

If an agreed deliverable has not been completed, we will continue working with you until the agreed scope of work has been delivered in accordance with our proposal or service agreement.

2. Refunds

We do not provide refunds for:

  • Change of mind.

  • A decision not to proceed after work has commenced.

  • Dissatisfaction arising from circumstances outside our control.

  • Business performance that differs from your expectations where the agreed services have been delivered.

  • Services already completed or partially completed.

Any refund requests will be assessed in accordance with Australian Consumer Law.

3. Returns & Exchanges

As our services are customised professional services, they cannot be returned or exchanged.

Where revisions or refinements are included within your agreed scope of work, these will be completed as outlined in your proposal or agreement.

4. Project Completion

If work remains outstanding within the agreed scope, we will continue working with you until those deliverables have been completed.

If you request additional work, changes to scope, or new deliverables beyond the original agreement, these will be quoted separately and may incur additional fees.

5. Results

Every business is different.

While we bring extensive commercial experience, proven methodologies and strategic expertise to every engagement, we cannot guarantee specific business outcomes, including but not limited to:

  • Revenue growth

  • Profit increases

  • Sales performance

  • Market share

  • Funding outcomes

  • Website traffic

  • Lead generation

  • Operational savings

  • Return on investment

Business results depend on many factors outside our control, including your implementation, internal resources, market conditions, competition and economic circumstances.

6. Performance-Based Fees

Some engagements may include a performance-based bonus or success fee.

Where applicable:

  • The fixed project fee remains payable regardless of outcomes.

  • Any performance bonus will only apply where expressly stated in the signed proposal or service agreement.

  • Performance measures, calculation methods and payment triggers will be clearly documented before work commences.

  • If no performance bonus is specified in your agreement, only the agreed fixed fee applies.

7. Additional Support

Our relationship with clients often extends beyond the initial engagement.

If additional strategic advice, implementation or ongoing support is required after the agreed scope has been completed, we are pleased to continue working with you under a new proposal, retainer or hourly consulting arrangement.

8. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Where required by law, we will provide an appropriate remedy.

9. Questions

If you have any questions regarding this policy or your engagement, please contact us before purchasing or commencing work.

The SheEO Agency®

Email: hello@thesheeo.com