Return and Refund Policy

Last Updated: January 2026

IA Group, trading as Ladvised ("we", "us", or "our"), provides professional architecture, interior design, workplace advisory, and project management services. Because our offerings are professional consultancy services rather than physical goods, traditional return policies do not apply. This Return and Refund Policy explains the terms under which cancellations, refunds, and credits may be considered in relation to our professional service engagements.

1. Nature of Our Services

Our services are delivered as bespoke professional consultancy work, tailored to the specific requirements of each client and project. This includes, but is not limited to, design concept development, architectural documentation, workplace strategy reports, space planning, 3D visualisation, project superintendency, and construction administration. Each engagement involves the allocation of skilled professionals, the development of original intellectual property, and the investment of time and expertise that cannot be returned or resold in the way that physical products can.

Because of the personalised and intellectual nature of our work, all fees charged reflect the professional time, expertise, and resources committed to your project up to the point of cancellation or completion.

2. Service Agreements and Fee Structure

All professional service engagements with Ladvised are governed by a written agreement — typically a formal proposal, letter of engagement, or contract — that sets out the agreed scope of work, fee basis, payment schedule, and applicable terms. Our fees may be structured as:

Fixed-fee engagements: A total project fee divided into milestone-based instalments aligned with key project stages (for example, concept design, design development, documentation, and construction administration).
Hourly or time-based engagements: Fees calculated on the basis of professional hours expended, billed at agreed rates and invoiced at regular intervals (typically monthly).
Retainer arrangements: Ongoing advisory services provided under a recurring monthly or quarterly retainer fee.

The specific fee structure applicable to your engagement will be detailed in your service agreement. In the event of any inconsistency between this policy and your signed service agreement, the terms of the service agreement will prevail.

3. Cancellation by the Client

You may cancel a professional services engagement with us at any time by providing written notice. The financial implications of cancellation depend on the stage of the project and the work already performed:

Before commencement of work: If you cancel an engagement before we have commenced any work and no professional time has been allocated or expended, any fees paid in advance will be refunded in full, less any reasonable administrative costs incurred in preparing the engagement (such as conflict checks, team allocation, or procurement of project-specific software licences).
After commencement of work: If work has commenced, you will be liable for all fees associated with the work completed up to the date of cancellation, including any milestone payments that have fallen due. For fixed-fee engagements, the proportion of work completed will be assessed by our project director based on the deliverables produced and the professional hours invested. Any fees paid in advance that exceed the value of work completed will be refunded within 30 business days of cancellation.
Milestone-based projects: Where a project is structured around milestone payments, cancellation between milestones will result in a pro-rata charge for the work completed within the current milestone stage. We will provide a detailed breakdown of work performed and fees owed upon request.

Please note that certain project costs committed on your behalf — such as third-party consultant fees, survey costs, printing and production expenses, council or authority application fees, and travel bookings — may be non-recoverable. You will be responsible for reimbursing these costs regardless of the reason for cancellation.

4. Cancellation by Ladvised

We reserve the right to suspend or terminate a service engagement in the following circumstances:

Non-payment: If invoiced fees remain unpaid for more than 30 days beyond the due date, despite a written reminder, we may suspend work until the outstanding amount is settled and may ultimately terminate the engagement if payment is not received within a further 14 days.
Scope or conduct concerns: If the project scope changes materially without agreement on revised fees, or if the working relationship is adversely affected by conduct that is threatening, abusive, or otherwise unreasonable, we may terminate the engagement by providing 14 days' written notice.
Conflict of interest: If a conflict of interest arises that cannot be managed in accordance with our professional obligations, we may need to withdraw from the engagement.

In cases where we terminate an engagement, you will be invoiced only for the work completed up to the date of termination, and any unused portion of fees paid in advance will be refunded.

5. Refund Conditions

Refunds are assessed on a case-by-case basis, taking into account the following principles:

Work not yet performed: Where fees have been paid for work that has not yet commenced, a full refund of those fees will be issued, subject to the deduction of any reasonable administrative or commitment costs as outlined in Section 3.
Partially completed work: Where work has been partially completed, refunds will be calculated based on the value of work delivered relative to the total engagement fee. We will provide a transparent breakdown of time and deliverables to support the calculation.
Completed milestones: Fees for milestones that have been fully completed and for which deliverables have been provided are non-refundable, as these represent work that has been performed and intellectual property that has been delivered.
Initial consultation fees: Where an initial paid consultation has been conducted, the consultation fee is non-refundable, as the professional time and advice have already been provided. However, if the consultation fee is credited toward a larger engagement as specified in your proposal, and you proceed with that engagement, the credit will be applied as agreed.

Approved refunds will be processed within 30 business days using the same payment method as the original transaction, unless otherwise agreed in writing.

6. Dissatisfaction with Deliverables

We are committed to delivering work of the highest professional standard. If you are dissatisfied with any aspect of the services or deliverables provided, we encourage you to raise your concerns with your project lead or our studio director as early as possible. We will work with you in good faith to address any issues, which may include revising deliverables, adjusting the design direction, or allocating additional resources to resolve the concern.

Requests for revisions or corrections that fall within the original agreed scope of work will be addressed at no additional cost. Requests that constitute changes to the brief or additional scope will be subject to a variation and may incur additional fees, which will be agreed with you before the work is undertaken.

7. Dispute Resolution

In the event of a dispute regarding fees, refunds, or the quality of services provided, we encourage the following resolution process:

Direct discussion: In the first instance, we ask that you raise the matter directly with your project lead or our studio director. Many concerns can be resolved through open and constructive dialogue.
Formal written complaint: If the matter is not resolved informally, you may submit a formal written complaint to our office. We will acknowledge receipt within five business days and provide a substantive response within 20 business days, including a proposed resolution.
Mediation: If the dispute remains unresolved after our internal complaint process, either party may refer the matter to mediation administered by the Resolution Institute (or another mutually agreed mediation provider) in Perth, Western Australia. The costs of mediation will be shared equally between the parties unless otherwise agreed.
Legal proceedings: If mediation does not result in a resolution, either party may pursue the matter through the courts of Western Australia. Nothing in this clause prevents either party from seeking urgent injunctive or interlocutory relief where necessary.

This dispute resolution process does not affect your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Where our services are acquired by a consumer (as defined under the Australian Consumer Law), you may have guarantees that cannot be excluded by agreement, including guarantees that services will be provided with due care and skill, will be fit for a particular purpose, and will be supplied within a reasonable time.

8. Contact Us

If you have any questions about this Return and Refund Policy, or if you wish to discuss a cancellation or refund request, please contact us:

IA Group (trading as Ladvised)
Level 1, 225 St Georges Terrace
Perth WA 6000
Email: iasales@ladvised.com