Booking, Cancellation
& Refund Policy

1. Deposits & payment

A 25% deposit is required to confirm any booking. A date is not held, reserved or guaranteed until that deposit is received — enquiring about a date does not secure it.

The exact booking total, the exact deposit and the exact remaining balance are shown before you pay. For example, a $350 half-day session is a $87.50 deposit with a $262.50 balance; a $1,500 Artist Content Day is a $375.00 deposit with a $1,125.00 balance. You never have to calculate anything yourself.

The remaining balance is settled on the day of your session. It is not charged to your card automatically at a later date.

• All prices are in Australian dollars (AUD) and include GST where applicable
• Payment is processed by a third-party payment provider — we never see or store your card details
• Card surcharges, where they apply, are shown before you confirm payment
• Multi-day and larger project bookings may require a different deposit, agreed in writing in advance

2. Rescheduling

Plans change. You can move your session free of charge up to 48 hours before the scheduled start time. The window is measured from the exact start time of your booking, not the calendar date. Your deposit carries across to the new date in full.

• Reschedule by replying to the confirmation email or contacting the studio
• The new date must fall within 90 days of the original booking
• One free reschedule per booking; further changes are at the studio's discretion
• Inside 48 hours, a reschedule is treated as a cancellation (see below)

3. Cancellation

The 48-hour window runs from your exact booking start time. A session starting at 6:00pm on Saturday can be cancelled free of charge until 6:00pm on Thursday.

The reason for the cancellation is taken into account where circumstances are genuinely outside your control. Illness, bereavement and emergencies are handled case by case.

4. Refunds

Refunds are returned to the original payment method within 5 — 10 business days of being approved. Processing times beyond that are set by your bank and our payment provider.

• Deposits are refunded in full for cancellations made 48 or more hours before the session start time
• Refunds are also issued where the studio cannot deliver a booked service
• Time already spent in a session is not refundable once the session has begun
• Completed creative work — a delivered mix, master or edit — is not refundable, though revisions included in your package remain available
• Nothing in this policy limits your rights under Australian Consumer Law

5. Lateness & overruns

Sessions start at the booked time. If you are running late, contact the studio — the room may be booked immediately afterwards.

• Lost time due to late arrival is not credited or extended
• Arriving more than 60 minutes late without contact may be treated as a no-show
• Overruns are billed in 30-minute increments at the standard hourly rate, if the room is free
• Any overrun is confirmed with you before it is charged

6. If the studio has to cancel

If we cancel or cannot deliver your session — equipment failure, illness, power outage, anything on our side — you choose between a full refund of everything paid or a rescheduled session at the next mutually available date with a goodwill discount applied.

We're not liable for indirect or consequential losses such as travel, accommodation or missed release deadlines. Where we're at fault we'll make it right on the booking itself.

7. Studio conduct

The studio is a workplace. Guests are expected to treat the space, the equipment and the people in it with respect.

• Guest numbers should be confirmed when booking so the room is set up properly
• Under-18s must be accompanied by a parent or guardian for the full session
• No smoking or vaping indoors; no illegal substances on the premises
• Anyone intoxicated to the point of being unable to work, or behaving aggressively, will be asked to leave — the session ends and fees are not refunded
• Damage to equipment or the premises caused by negligence is charged at repair or replacement cost
• Personal belongings are your responsibility; the studio isn't liable for loss or damage

8. Remote mixing, mastering & production

• Turnaround times start when we receive usable files, not when you place the order
• Stems must be consolidated from bar one at the session sample rate, with tempo noted
• Revision rounds included in your package are noted on the service page; further rounds are quoted before any work starts
• Revisions must be requested within 30 days of delivery
• Remote orders can be cancelled for a full refund any time before work begins; once started, a fair proportion of the fee is retained

8b. Video & content production

• Stated shoot durations are shooting time. Editing, post-production and colour grading are included in the quoted price and are never taken out of your shoot hours
• Artist Content Day deliverable quantities are the finished, edited pieces supplied to you — not raw clips
• Where a range is quoted (for example 10 — 15 short-form videos), the final count depends on the number of setups completed on the day and is confirmed before delivery
• One edit and the agreed revision rounds are included; further revisions are quoted before work starts
• Video and visual services are delivered by LAHAI Creative

9. Delivered files & completed work

Once a mix, master, instrumental or edit has been delivered it is not refundable, except where the file is faulty or not as described.

• Included revision rounds remain available after delivery — see the relevant service page
• Revisions must be requested within 30 days of delivery
• Custom instrumentals include one agreed revision; further revisions are quoted first
• Session files are archived for 12 months and can be recalled inside that window

10. Questions & disputes

If something has gone wrong, contact the studio first — most things are resolved in a single message.

Email: lahaicreative@gmail.com
Location: Girrawheen, Perth, Western Australia
Phone: 0417 152 903

These terms are governed by the laws of Western Australia. Nothing here excludes, restricts or modifies any guarantee, right or remedy you have under the Competition and Consumer Act 2010 (Cth) or Australian Consumer Law.

LAHAI Creative · ABN 97 846 645 714