Last updated: 8 June 2026
This policy explains how to cancel an order or service with Bitstream Media (David Fabri, ABN 30 217 394 498). It works together with our Refunds & Returns Policy, and nothing here limits your rights under the Australian Consumer Law — cancelling under this policy is separate from any refund you may be entitled to under the ACL.
Physical product orders
You can cancel an order for a physical product any time before it’s dispatched — just email [email protected] as soon as possible with your order number. Once an order has shipped it can’t be cancelled; you can instead use the change-of-mind or faulty-item options in our Refunds & Returns Policy.
Web design, development and other custom services
Because this work is custom:
- You can cancel before work commences and we’ll refund anything paid, less any costs reasonably incurred to that point.
- Once work has commenced, a deposit and fees for work already performed are generally non-refundable. If you cancel partway through, we’ll account for the stage reached and invoice or credit accordingly.
- If you’re cancelling because the service hasn’t met a consumer guarantee, your ACL rights apply and take precedence over the above.
Subscriptions and as-a-Service offerings
Subscription and hosted services can be cancelled with 30 days’ notice before the next billing date, unless your service agreement says otherwise. Cancelling stops future billing. A pre-paid period isn’t automatically refunded unless the ACL requires it (for example, a major service failure).
Special cases
- Custom or special orders can’t be cancelled once production or build has started.
- Discounted or promotional services can’t be cancelled once work has commenced.
- Event-based or time-critical services may have specific cancellation cut-offs, which we’ll set out in your booking or agreement.
In each case, your non-excludable ACL rights still apply if something goes wrong with what we supply.
If we need to cancel
Occasionally we may need to cancel an order — for example, a pricing or stock error, suspected fraud, or because we can’t supply what was ordered. If that happens, we’ll contact you and provide a full refund of anything you’ve paid for the cancelled item.
Contact
Bitstream Media — [email protected]