1. Founding 30 requests
A Founding 30 request can be submitted without payment and may be withdrawn at any time by contacting us. An eligible reserved studio may then choose to pay the refundable founding deposit shown at checkout, plus applicable GST, to secure priority onboarding.
The founding deposit will be credited in full against the first annual subscription invoice. You may request a full refund before the deposit is applied to that invoice. We will also refund it if Dreamlab cannot offer the agreed onboarding. Once applied to an activated subscription, the payment becomes part of that subscription and the remaining sections of this policy apply.
2. Cancelling a subscription
You may cancel renewal through the available account controls or by emailing billing@dreamlabmotion.shop from the account owner’s address. Cancellation generally takes effect at the end of the current paid term. You should cancel before the renewal date shown in your account.
Removing files, stopping use, deleting a studio member or cancelling a payment card does not by itself cancel a subscription.
3. When a refund may be available
Refunds may be provided where required by law; where Dreamlab has charged you after a properly completed cancellation; where a duplicate or incorrect charge occurred; where a specific written offer includes a refund right; or where a major service failure entitles you to a remedy.
Except where law or a written offer requires otherwise, we do not provide change-of-mind refunds or partial refunds for an unused portion of a monthly or annual term. If we approve a discretionary credit or refund once, that does not require us to approve another.
4. Usage add-ons and processing
Unused add-on capacity may be eligible for cancellation before processing or allocation begins. AI edits, AI culls, transcodes, custom profiles and other metered processing are generally not refundable once consumed or committed to a provider, except where the result fails an applicable consumer guarantee or the charge was incorrect.
5. Billing errors and failed payments
Tell us promptly if you believe a charge is duplicated, unauthorised or inconsistent with checkout. We may ask for the invoice number, charge date and last four digits of the payment method, but will never ask for a full card number by email. Approved refunds are returned to the original payment method where possible; bank processing times are outside our control.
6. How to request cancellation or a refund
Email billing@dreamlabmotion.shop with your studio name, account email, invoice or transaction reference, the remedy requested and a brief explanation. We aim to acknowledge requests within five business days. Complex matters may require more time, and we will keep you informed.
7. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Depending on the circumstances, a failure may entitle you to have a problem corrected, cancel the affected service, receive a refund for an unused portion, or receive compensation for reasonably foreseeable loss or damage.
Nothing in this policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded. This policy operates in addition to those rights.