REFUND & CANCELLATION POLICY

Last updated: September 2026

I want you to know what you're buying and what happens if something goes wrong.

Because Pink Gorilla Media sells a mixture of digital products, 1:1 sessions, website services, memberships and occasional physical products, the refund and cancellation terms vary depending on what you've purchased.

Nothing in this policy affects your statutory consumer rights.

DIGITAL PRODUCTS & DOWNLOADS

Digital products may include guides, templates, workbooks, downloads, courses and other digital resources.

Where you purchase digital content for immediate access or download, you may be asked to consent to receiving the digital content during the statutory cancellation period and acknowledge that this may affect your right to cancel once the download or access begins.

If a digital product is faulty, materially different from its description or you are unable to access it because of a technical problem on our side, please contact me at zoe@pinkgorilla.media.

I'll do my best to fix the problem first. Where appropriate, a replacement, repair or refund will be provided in accordance with your statutory rights.

Please contact me as soon as possible if you experience a problem.

1:1 SESSIONS

This includes services such as:

• Clarity Hours

• Website Clarity Hours

• Social Media Audits or consultations

• Creative Confidence sessions

• Other bookable 1:1 sessions

If you need to rearrange your session, please contact me as soon as possible.

Where reasonable notice is given, I'll do my best to move your booking to another available date.

If you repeatedly rearrange, fail to attend or cancel at very short notice, I reserve the right to treat the session as used.

If I need to cancel your session, I'll offer you another suitable date. If we cannot arrange an alternative, you will receive a refund for the cancelled session.

WEBSITE BUILDS & OTHER BESPOKE SERVICES

This includes the £500 Business Website, website add-ons and other bespoke work carried out specifically for your business.

When you purchase a service online, you may have statutory cancellation rights.

If you ask me to begin work during any applicable cancellation period, I may ask you to expressly request that work starts early.

If you subsequently cancel after work has begun, you may be required to pay a reasonable amount for the work already completed up to the point of cancellation, where permitted by law.

Once bespoke work has been fully completed following an express request to begin during the cancellation period, your right to cancel may be affected.

If I have not yet started work and you wish to cancel, contact me as soon as possible at zoe@pinkgorilla.media.

Website builds include the work described on the relevant product page or otherwise agreed with you.

A change of mind after work has been completed does not automatically entitle you to a refund. However, if the service has not been carried out with reasonable care and skill or does not conform to what was agreed, please contact me so I can put things right in accordance with your statutory rights.

WEBSITE ADD-ONS

Website add-ons such as additional pages, email list set-up, Google Business Profile set-up and other bespoke services are created or carried out specifically for your business.

The same cancellation principles that apply to website builds generally apply to these services.

If work has already begun when you cancel, you may be charged for work completed up to that point where permitted by law.

MEMBERSHIPS & RECURRING SERVICES

If you purchase a monthly membership or recurring support service, the applicable price and billing frequency will be shown before you purchase.

Where the product is advertised as cancel anytime, you can cancel your subscription to stop future recurring payments.

Cancellation does not normally provide a refund for a membership period or service period that has already begun, except where required by law or where the service has not been provided as agreed.

You will normally continue to have access until the end of the period you've already paid for, where applicable.

WORKSHOPS & EVENTS

Cancellation terms for workshops, events and other dated activities may vary depending on the event.

Any specific cancellation conditions will be shown on the relevant booking page where applicable.

If Pink Gorilla Media cancels an event and no suitable alternative is offered, you will be entitled to a refund of the amount paid for that event.

PHYSICAL PRODUCTS

For eligible physical products purchased online, you generally have 14 days from receiving your goods to tell us you wish to cancel, followed by a further 14 days to return them, subject to applicable UK consumer law and any exceptions.

Please contact:

zoe@pinkgorilla.media

before returning an item so I can provide return instructions.

Unless the item is faulty, damaged, incorrect or otherwise required by law, you will normally be responsible for the cost of returning it.

Returned items should be kept in reasonable condition while in your possession.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please check your order when it arrives.

If an item is damaged, faulty or you receive the wrong product, contact me as soon as possible at zoe@pinkgorilla.mediawith details of the problem.

Where appropriate, I will arrange a replacement, repair or refund in accordance with your statutory rights.

ITEMS THAT CANNOT USUALLY BE RETURNED

Some products may be excluded from change-of-mind cancellation rights, including certain:

• Personalised or custom-made goods

• Perishable products

• Sealed hygiene-sensitive goods once unsealed

• Digital content where the relevant cancellation right has been lost following the required consent and acknowledgement

Other legal exceptions may also apply.

This does not remove your rights where goods or services are faulty, misdescribed or otherwise do not comply with applicable law.

SALE ITEMS

Buying something in a sale does not remove your statutory rights if the item is faulty or not as described.

Change-of-mind returns for eligible goods will be dealt with in accordance with this policy and applicable law.

REFUNDS

Where a refund has been agreed, it will normally be returned to your original payment method.

Once a refund has been processed, your bank or payment provider may take additional time to show the funds in your account.

If you believe an agreed refund has not arrived, please contact me.

RETURN ADDRESS

Where you have contacted me and a physical return has been agreed, returns should be sent as instructed to:

Pink Gorilla Media
Muck N Brass Studio
Unit 2A Codrington Hill
London
SE23 1LW

Please do not send a return without contacting me first.

QUESTIONS OR PROBLEMS

If you're unhappy with something you've bought from Pink Gorilla Media, please contact me.

I'd much rather have the opportunity to understand the problem and sort it out.

Email: zoe@pinkgorilla.media

Nothing in this Refund & Cancellation Policy excludes or restricts any statutory rights you have under applicable consumer law.