Refunds, Returns & Cancellations Policy

1) About this Policy

This Refunds, Returns & Cancellations Policy explains the circumstances in which payments made to Tasman Publishers may or may not be refunded, and how cancellations are handled.

This Policy applies to our book-publishing and creative services, including editing, proofreading, book design, cover design, typesetting, formatting, ISBN assistance, distribution setup, publishing assistance, print facilitation, digital files, and related services.

This Policy should be read together with our Terms and Conditions and Privacy Policy.

Nothing in this Policy is intended to exclude, restrict, or modify any consumer rights or remedies that cannot legally be excluded under applicable Australian or New Zealand law.

2) Important principle regarding refunds

Our services are generally customised and may involve work being performed specifically for an individual client or project.

Once work has commenced, payments relating to work already performed, resources committed, or third-party costs incurred or authorised are generally non-refundable, subject to any rights or remedies that cannot legally be excluded.

A change of mind does not, by itself, entitle a client to a refund for customised services that have already commenced.

3) Initial payments, deposits and project payments

Where an initial payment, deposit, commencement fee, milestone payment, or other upfront payment is required, that payment is used to reserve resources and commence or prepare for the project.

Once Tasman Publishers has commenced work, the relevant payment is generally non-refundable for change of mind or cancellation by the client.

This may include time spent on:

• Project planning
• Client onboarding
• Manuscript assessment
• Editorial preparation
• Design preparation
• Book cover concepts
• Interior layout preparation
• Typesetting
• Formatting
• File preparation
• Project administration
• Communication and coordination
• Account or platform setup
• Distribution preparation
• Other work specifically performed for the project

Where work has commenced, we may apply payments received toward work already performed and costs already incurred or committed.

4) Cancellation before work begins

If you request cancellation before Tasman Publishers has commenced any work and before any non-refundable third-party costs have been incurred or committed, we may consider a refund of amounts that have not already been allocated to the project.

Any refund will be assessed based on the actual circumstances of the cancellation and applicable law.

Where preparation, onboarding, administration, third-party orders, account setup, project planning, or other work has already commenced, the relevant portion of the payment may be retained to cover work performed and costs incurred, subject to applicable law.

5) Cancellation after work has commenced

Once work has commenced, cancellation by the client generally does not entitle the client to a refund of amounts already paid for work performed or costs incurred.

If you cancel a project after work has commenced:

• Work already completed will be charged or retained at the applicable agreed rates.
• Work substantially completed but awaiting approval may be charged or retained.
• Third-party costs already incurred or authorised may be charged or retained.
• Custom work already created specifically for your project may be charged or retained.
• Administrative and project-management work already performed may be charged or retained.
• Any outstanding balance for work already performed or costs already committed may remain payable.

Where appropriate, we may provide completed or usable project materials after outstanding amounts have been paid.

6) Change of mind

Because our services are generally customised for individual authors and projects, a change of mind does not automatically create a right to cancel the service or receive a refund.

Examples include deciding that:

• You no longer want to publish your book
• You want to use another publisher or service provider
• You no longer like a design that you previously approved
• You decide not to release the book
• You change your publishing strategy
• You change the book title or content after work has begun
• You no longer wish to proceed with distribution
• You no longer wish to continue with the project

Where work has already commenced, payments relating to work performed and costs incurred are generally non-refundable, subject to applicable consumer rights.

7) Client-requested changes

Clients may request reasonable changes within the agreed scope of work.

However, substantial changes, repeated revisions, changes outside the agreed scope, or changes requested after final approval may result in additional fees.

Examples may include:

• Major manuscript changes after editing
• Rewriting previously approved content
• Changing the book format after production has begun
• Changing the trim size
• Changing the cover concept after approval
• Replacing substantial artwork
• Reformatting an already completed interior
• Changing distribution requirements
• Requesting additional versions or file formats

Additional work must be approved before it is undertaken where reasonably practicable.

Client-requested changes do not create a right to a refund for work already completed.

8) Final approvals

Before final production, publication, or distribution, we may provide proofs or final files for your review.

You are responsible for carefully reviewing and approving:

• Spelling
• Grammar
• Names
• Dates
• Page numbers
• Images
• Captions
• Book descriptions
• Metadata
• Formatting
• Cover details
• Copyright notices
• Other project information

Once you provide final approval, we may proceed with production, publication, printing, or distribution.

A subsequent change of mind or request to substantially alter an approved item does not automatically create a right to a refund.

Additional charges may apply for substantial changes requested after approval.

9) Printing and physical products

Printing and physical production may involve costs being committed to third-party suppliers before the finished product is delivered.

Once a print order has been approved and submitted, cancellation may not be possible.

Amounts paid toward:

• Print runs
• Proof copies
• Shipping
• Freight
• Production
• Manufacturing
• Packaging
• Other third-party production services

are generally non-refundable once the relevant cost has been incurred or committed, except where a refund or remedy is required by applicable law.

If a physical product is defective, damaged, incorrect, or otherwise fails to meet applicable consumer guarantees, we will assess the issue and provide any remedy required by applicable law.

10) Third-party costs

Tasman Publishers may incur or arrange third-party costs on your behalf.

These may include:

• Printing
• Proof copies
• Distribution fees
• Publishing-platform fees
• ISBN-related costs
• Shipping
• Payment processing fees
• E-book or retail platform charges
• Other approved third-party services

Where you have authorised or approved a third-party cost, that amount may be non-refundable once the third party has charged us or the cost has otherwise been committed.

Third-party refunds are subject to the relevant third party's own terms and policies.

11) ISBN and distribution services

Where Tasman Publishers assists with ISBN registration, distribution setup, publishing-platform setup, retailer setup, metadata submission, or similar services, fees for work already performed are generally non-refundable after the service has commenced.

We do not guarantee that a third-party distributor, retailer, bookstore, marketplace, or publishing platform will:

• Accept a book
• Approve an account
• Approve submitted content
• List a book
• Maintain a listing
• Accept particular metadata
• Provide a particular ranking
• Generate sales
• Generate royalties
• Provide specific distribution coverage

Third-party decisions are outside our reasonable control.

12) Editing and proofreading services

Editing and proofreading are professional services performed on client-provided material.

Once editing or proofreading work has commenced, payments relating to work already performed are generally non-refundable for change of mind.

If you believe there is a material service issue, you should notify us promptly so that we have a reasonable opportunity to review and, where appropriate, correct the issue.

Nothing in this section limits any non-excludable consumer rights.

13) Book design, cover design and formatting

Book design, cover design, typesetting, formatting, and layout services are customised services.

Once creative work has commenced, fees relating to work already performed are generally non-refundable for change of mind.

Where a design has been approved, subsequently changing the design direction may be treated as additional work.

If the agreed service has not been performed in accordance with the approved specifications, we will review the issue and, where appropriate, provide a correction or other remedy consistent with our Terms and applicable law.

14) Digital files

Once final digital files have been delivered or made available to the client, payments for work already completed are generally non-refundable for change of mind.

You should download and securely back up your files promptly.

Tasman Publishers is not responsible for loss of files caused by the client's failure to download or maintain appropriate backups, subject to any rights that cannot legally be excluded.

15) Delays caused by the client

Project delays caused by the client do not automatically create a right to a refund.

Examples include:

• Failure to provide required materials
• Delayed approvals
• Delayed responses
• Repeated changes
• Failure to provide required information
• Failure to complete requested forms
• Failure to approve proofs
• Failure to make required payments

Where a project remains inactive for an extended period because of client delays, we may pause or reschedule the project.

Additional fees may apply where substantial additional work is required to restart or reconfigure a project, where permitted by the original agreement and applicable law.

16) Tasman Publishers' inability to complete a service

If Tasman Publishers is unable to complete an agreed service for reasons within our reasonable control, we will assess the circumstances and work with the client toward an appropriate solution.

Depending on the circumstances, this may include:

• Completing the service
• Correcting the relevant work
• Rescheduling the service
• Providing an alternative service
• Providing another remedy required by applicable law

Any refund will only be provided where required by applicable law, expressly agreed in writing, or otherwise determined appropriate by Tasman Publishers in the circumstances.

17) Defective or non-conforming services

Nothing in this Policy removes or limits any consumer guarantee, statutory right, or remedy that cannot legally be excluded.

If you believe a service or product has a significant defect, material error, or does not comply with the agreed specifications, contact us as soon as reasonably practicable.

Please provide:

• Your name
• Project details
• Invoice or order information
• A description of the issue
• Relevant screenshots, files, photographs, or other evidence where appropriate

We will review the matter and determine the appropriate response in accordance with the agreement and applicable law.

18) Refund requests

All refund requests should be submitted in writing to:

info@tasmanpublishers.com.au

Your request should include:

• Full name
• Email address
• Project or order details
• Invoice number, if available
• Date of payment
• Reason for the request
• Supporting information or evidence

We may request additional information before assessing the request.

19) Refund assessment

When assessing a refund request, we may consider:

• Whether work has commenced
• Work already completed
• Work in progress
• Deliverables already supplied
• Third-party costs incurred
• Third-party costs committed
• Whether the project was customised
• Whether the client approved work
• Whether the issue resulted from client instructions or delays
• Whether the service materially failed to meet the agreed requirements
• Any applicable consumer rights
• The terms of the relevant project agreement or quote

A refund will not be issued merely because a client changes their mind after work has commenced, except where required by applicable law.

20) Method and timing of refunds

Where a refund is approved, it will generally be made using the original payment method where reasonably practicable.

Processing times may depend on the payment provider or financial institution.

Any applicable payment-processing or third-party charges may be treated in accordance with applicable law and the terms disclosed at the time of purchase.

21) No automatic full-project refunds

Payment for a project does not create an automatic entitlement to a full refund if the client later decides not to proceed.

Where a project is cancelled after work has commenced, we may retain or apply amounts received against:

• Work completed
• Work substantially completed
• Approved deliverables
• Project management
• Administrative work
• Custom creative work
• Third-party costs
• Production costs
• Other authorised project expenses

Any remaining balance will be dealt with according to the project agreement and applicable law.

22) Chargebacks and payment disputes

Before initiating a payment dispute or chargeback, we ask clients to contact us at info@tasmanpublishers.com.au so that we can investigate and attempt to resolve the matter.

Where a payment has been legitimately made for services that have been provided or costs that have been incurred, we may provide relevant project records, approvals, communications, invoices, and delivery records to the payment provider or financial institution when responding to a disputed transaction.

Nothing in this section prevents a client from exercising rights available under applicable law.

23) Australian and New Zealand consumer rights

Tasman Publishers serves customers in Australia and New Zealand.

Nothing in this Policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded under:

• Australian Consumer Law and other applicable Australian legislation
• Applicable New Zealand consumer protection and contract laws

Where mandatory consumer protections apply, those protections take precedence over any inconsistent provision of this Policy.

24) Policy changes

We may update this Refunds, Returns & Cancellations Policy from time to time to reflect changes to our services, business practices, or applicable law.

The latest version will be published on our website with an updated effective date.