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Refund and Cancellation Policy

Last updated: July 2026

1. - General Principals

  • All purchases made by registered businesses are B2B transactions and the Consumer Rights Act 2015 does not apply. Sole traders and individuals purchasing services may have additional rights under the Consumer Rights Act 2015
  • All approved refunds are subject to deduction of applicable payment processing fees as charged by stripe at the time of the original transaction
  • No refunds are issued for completed work or delivered services
  • If you are unhappy with any aspect of your service or purchase and feel it has not been resolved through or standard process, see section 1.5 below for standard resolution terms, you have the right to make a formal complaint by contacting legal@gemroberts.co.uk. All complaints will be acknowledged within 30 days of receipt. For full details of our complaints process, please refer to our Client Terms of Service and Privacy Policy
  • If you believe to have purchased in error, contact support@gemroberts.co.uk before any work has commenced. Once work has commenced, no refund will be given for any service or product regardless of circumstance

1.1 - Consumer Cancellation Rights - Digital Services

For sole traders and individuals who qualify as consumers, a statutory 14-day cancellation right applies to digital services by default. Where you request that a service commences immediately upon purchase and confirm that this waives your cancellation right, that waiver is binding. All service purchases include an explicit acknowledgement at checkout. For digital downloads and courses, by access or downloading the content you confirm you have received the goods and your cancellation right is waived.

1.2 - Sessions (Power Hour, Diagnostic Consultation)

The terms below apply to session-based products generally. Quick Tech Check has its own session terms covering the Access Call, see the Quick Tech Check Product Terms for full detail.

  • You may reschedule your session once with at least 24 hours notice before the schedule start time
  • If you cancel within 24 hours of the scheduled session time with no communication: the session fee is forfeited with no refund and no reschedule offered
  • If you cancel with a reason provided within 24 hours of the scheduled session time: a discretionary reschedule window may be offered by Gem Roberts at her sole discretion
  • If you fail to attend without notice and Gem Roberts is present for 10 minutes from the session start time, the session is classed as complete and no refund will be issued
  • If you arrive late, but within the first 10 minutes of the session, the session will proceed and end at the originally scheduled time
  • If an unauthorised person attends in place of the named purchaser, the session is classed as a no-show and the fee is forfeited
  • Rescheduling is available once only. A second failure to attend results in forfeiture of the session fee

These terms set out the general conditions applicable to all session-based products. Specific refund and cancellation terms, including product-specific policies on rescheduling, no-shows and cancellation windows, are set out in the individual product terms and condition on the relevant product page. In the event of any conflict between these general terms and the product-specific terms, the product-specific terms apply.

1.3 - Audits and Written Deliverables

  • Once work has commenced on an audit or written deliverable, no refund will be issued
  • Work is considered commenced once the intake form has been reviewed and the project added to the delivery schedule
  • If you wish to cancel before work has commenced, contact support@gemroberts.co.uk. A partial or full refund minus processing fees may be offered at the discretion of Gem Roberts

1.4 - Goodwill Resolution Window

If you are not satisfied with any purchased service or product, contact support@gemroberts.co.uk within 21 days of delivery. For session-based products, including the Power Hour, Diagnostic Consultation, and Quick Tech Check, the 21-day window runs from the date of your session or the date your deliverable was first shared with you, whichever is later. We will work with you to find a reasonable resolution which may include a refund at our discretion. This is a goodwill gesture and not a contractual right. We will work with you to find a reasonable resolution which may include a refund at our discretion. This is a goodwill gesture and not a contractual right.

1.5 - Resolution Process

If you are not satisfied with any service or purchase, please follow the steps below:

  1. In the first instance, contact support@gemroberts.co.uk within 21 days of delivery. We will work with you to find a reasonable resolution
  2. If your concern has not been resolved to your satisfaction, you may submit a formal complaint to legal@gemroberts.co.uk. All complaints will be acknowledged within 30 days of receipt and responded to fully without undue delay
  3. If you remain unhappy following our response, you have the right to seek independent legal advice or contact the Information Commissioner’s Office fir data-related complaints at ico.org.uk

1.6 - Processing Fees

All approved refunds are subject to deduction of the payment processing fees charged by Stripe at the time of the original transaction. The amount deducted reflects the actual fee applied to your specific transaction and will vary depending on the card type, country of issue, and transaction value. Processing fees are non-recoverable and cannot be refunded by Gem Roberts, Systems Strategist. If you would like to know the exact fee that will be deducted before a refund is processed, contact support@gemroberts.co.uk, and we will provide a breakdown prior to processing.

1.7 - Product-Specific Terms

Individual products may carry additional or more specific refund and cancellation terms. These will be stated on the relevant product or sales page. In the event of any conflict the product-specific terms apply.

1.8 - Cancellation by Gem Roberts - Systems Strategist

Occasionally, and outside of circumstances covered by our Force Majeure policy, we may need to cancel a booked session. We will always notify you as soon as possible and do everything we can to minimise disruption to you.

Cancellation with advance notice

Where we cancel a booked session with advance notice, we will contact you to arrange a reschedule at a time that works for you. We will work around your availability and there is no pressure to reschedule quickly — we want to find a time that genuinely suits you. If after 21 days no suitable time has been found, please get in touch and we will discuss the best way forward.

Same-day cancellation

We understand that a same-day cancellation is a bigger disruption and we are sorry if this ever happens. Where we cancel on the day of your session, we will contact you to reschedule at a time that suits you, and as a thank you for your patience we will include a complimentary product from our range, selected personally based on where you are in your business. No session needed and nothing to do on your side — we will be in touch with the details when we arrange your reschedule. If after 21 days no suitable time has been found, please get in touch and we will discuss the best way forward.