Refund policy

Refund & Cancellation Policy (Loveyours Media)

Last updated: 5 December 2025

This Refund & Cancellation Policy explains how refunds, cancellations, and rescheduling work for purchases made on loveyoursmedia.com (“Website”) from Loveyours Media (“we”, “us”, “our”).

This policy should be read alongside our Terms of Service.

1) Key summary (plain English)

  • Digital services and digital deliverables are generally non-refundable once work has started.

  • Booked calls are non-refundable where stated at checkout, but we may allow rescheduling with notice (see below).

  • Monthly packages/retainers: you can cancel, but cancellation normally takes effect at the end of your current billing period and we don’t provide pro-rata refunds (unless required by law).

  • Consumer rights: if you’re a UK consumer, you may have a 14-day cooling-off period for distance contracts, with important exceptions/waivers for digital content and services started immediately. Legislation.gov.uk+2GOV.UK+2

2) Definitions

  • “Digital Deliverables”: any digital work we supply (e.g., 9:16 reels, edits, ad creatives, strategy docs, templates, files, recordings where applicable).

  • “Booked Call”: any consultation, onboarding, audit, discovery, or information call booked and paid for via the Website.

  • “Packages/Retainers”: recurring monthly services (e.g., Grow / Signature / Elite) or any ongoing marketing management.

3) Refund policy by purchase type

3.1 Booked calls (consultations, onboarding, discovery)

Refunds: Booked calls are non-refundable where stated at checkout/product page, except where required by law.

Rescheduling: You may request to reschedule with at least 24 hours’ notice by emailing HQ@loveyoursmedia.com. We may offer alternative times at our discretion.

No-shows / late arrival: If you do not attend, or you arrive more than 10 minutes late, the call may be treated as delivered and not refunded.

3.2 One-off digital deliverables (e.g., reels creation)

Because digital deliverables involve time and immediate resource allocation:

  • Before work starts: If you cancel before we begin work, we may refund you minus any non-recoverable payment processing fees and any work already completed (if applicable).

  • After work starts: No refunds once work has started, except where required by law.

  • After delivery: No refunds once the deliverable has been delivered/accessible, except where required by law.

3.3 Monthly packages/retainers (Grow / Signature / Elite)

Cancellation: Unless your proposal/statement of work says otherwise, you can cancel by emailing HQ@loveyoursmedia.com. Cancellation takes effect at the end of the current billing cycle.

No pro-rata refunds: We do not offer pro-rata refunds for partial months or unused time in a billing period, except where required by law.

Minimum terms: If a minimum term is stated in a written agreement or at checkout, cancellations take effect after that minimum term ends.

Chargebacks: If a chargeback is initiated while work is in progress, we may pause services while we investigate and respond with evidence of delivery/communications.

4) Faulty digital content / poor service

Nothing in this policy limits your rights under applicable law. If you believe:

  • digital content we supplied is defective; or

  • we did not perform services with reasonable care and skill,

contact us at HQ@loveyoursmedia.com with details and we will work with you to resolve it (which may include re-performance, correction, or other remedies required by law).

5) UK consumer “cooling-off” rights (important)

If you are a UK consumer purchasing online/at a distance, you generally have a 14-day right to cancel in many cases. GOV.UK+1

However, special rules apply:

  • Digital content: if you ask us to supply digital content immediately, you may need to give express consent and acknowledge you’ll lose the right to cancel once supply begins. Which?+1

  • Services: if you request a service to start during the cooling-off period, you may be required to pay for the portion performed up to cancellation, and if fully performed you can lose the right to cancel in certain circumstances. Business Companion+1

Where legally required, we’ll capture any necessary consent/acknowledgement during checkout or in writing.

6) How to request a cancellation/refund

Email HQ@loveyoursmedia.com with:

  • your name and business name (if applicable)

  • the email used at checkout

  • order number/receipt

  • what you purchased

  • and your request (cancel / reschedule / refund) and reason.

We aim to respond within a reasonable time.