Design Desk FAQ

No. All prices are in Australian dollars and exclude GST.

Look at your average monthly hours. Under about 22 hours, PAYG usually costs less. Between 22 and 40, Professional is better value. Over 40, Studio is. A subscription can still be worth it below 22 hours if faster turnaround or more active orders matters more to you than price.

Yes. Professional and Studio can be paid annually in advance at 10% off. Hours are still allocated each month. If you cancel mid-term, your plan stays active until the end of the 12 months.

Yes. Prepaid PAYG hours are valid for 12 months from purchase.

We pause the order and contact you. Work resumes as soon as you top up.

From 1 January 2027, unused base plan hours carry into the next billing cycle, up to 5 hours on Professional and 10 on Studio. You get one order for each rolled hour. Rolled hours are used first and expire at the end of the cycle they roll into. Extra hours you buy don't roll over.

From 1 January 2027, you can convert hours into extra orders. Every 1.5 hours becomes one extra order, up to 3 a month on Professional and 6 on Studio. Converted orders apply to the current billing cycle only and can't be converted back. Converting doesn't change how many orders you can have active at once.

Yes. Add extra hours from your dashboard at any time, either as a one-off top-up for the current billing cycle or as a recurring monthly block at a lower rate. Every extra hour comes with an extra order. You can also add active order slots and storage.

Upgrade, downgrade or cancel from your account. Upgrades take effect immediately, and downgrades at your next renewal date. When you cancel, your plan stays active until the end of the period you've paid for. We don't refund fees already paid, including for annual plans.

Yes. You can update your card in your account at any time.

We'll issue an unpaid invoice, and you have 2 days to retry the payment in your account. If the invoice is still unpaid after 7 days, we may pause work on your account until it's paid.

In your account, under Manage Payment/Invoices > Manage Invoices & Receipts.

An order we're currently working on. Each plan has a limit: PAYG 3, Professional 5 and Studio 10. Orders over your limit wait in your queue and start as soon as a slot frees up.

Work time is the time a designer spends on your order, which is drawn from your hours. Queue time is the time an order waits between stages, for example while it's in your queue or waiting for your feedback. Queue time doesn't use your hours. Both are shown in your reporting.

Our targets are within 22 working hours on PAYG, 16 on Professional and 12 on Studio. Working hours are 10:00am to 7:00pm Melbourne time, Monday to Friday, excluding Victorian public holidays. The clock starts once we have a complete brief. Larger projects, such as a new brand identity, are scoped with you when we triage them. See our Service Level Agreement for details.

On Professional and Studio, you can mark an order as urgent. It moves to the front of the production queue and gets priority handling at every stage. The fee is $60 ex GST per order. It's charged when you confirm and is non-refundable once production has started.

You do, once the order is paid for. We supply print-ready and working files on every project. We can't supply font files, because fonts are licensed by their owners.

No. We don't use customer work in our portfolio, on our website or in our marketing.

Supply your own images, or we can source images from the free Pexels library for you.

You do. Our designers work carefully, but mistakes can happen. Check every proof before you approve it for print or publication.

25GB on PAYG, 50GB on Professional and 100GB on Studio. If you're getting close to your limit, we'll contact you to remove files or add more storage.

On the Login page, select Reset Password and enter your account email address. We'll email you a link to set a new password.

On 1 January 2027, your account moves to PAYG at $45 an hour. You keep all your files, your storage and any prepaid hours.

Hour packs are available until 30 November 2026. Any hours you already hold carry over and stay usable until they expire.