Refund & Cancellation Policy

1. Customer Summary

Refunds are handled under this Policy and applicable law.

Standard processing is 5–10 business days after approval; your bank or payment provider may take longer to post funds.

Refunds never exceed what you paid for the relevant purchase (less non-refundable processor fees and any irrecoverable exchange costs).

tokens already spent on Services (e.g., copywriting/design work, exports, AI assistance, manager review) are generally non-refundable, except where we are at fault and cannot fix the issue.

Unused tokens can be refunded within the time limits below; expired tokens are not refundable (see 4.2 and our Terms).

Promotional credits/bonus tokens/discounts are normally non-refundable unless required by law or expressly stated otherwise.

Requests go to hello@creativesparkstudios.co.uk with your order details.

If you asked us to start immediately (e.g., you confirmed immediate performance or downloaded deliverables), your statutory cancellation right may not apply (see 4.5).

2. Scope and Legal Note

This Policy applies to refunds and cancellations for the creative and marketing services provided by P&HFOOD LTD (Company No. 15307880), including: Copywriting, SMM Management, Graphic Design, Logo/Brand Naming, Blog & Content services, Website Design/Audit, Motion Graphics, Video Script Writing, Ad Campaign Copy, Reels Editing, Brand Style Guides, etc.

Nothing here affects your statutory consumer rights (including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, where applicable).

3. Definitions

Order / Service Fee - the amount paid (or the GBP value of tokens topped-up) for access to Services.

Coin Package - prepaid balance of tokens (internal credits). £1 = 100 tokens.

Used tokens - tokens deducted for any Service/Add-on (e.g., a concept, draft, export, AI/manager task).

Unused tokens - tokens remaining in your balance that have not been deducted for any Service.

Promotional Credits - bonus tokens or discounts granted under promotions or goodwill.

4. Eligibility & Core Rules

4.1 Refund cap & currency. Any refund is capped at the paid amount for the relevant purchase, returned to the original payment method where possible. Non-recoverable payment processor fees and FX conversion differences may be deducted.

4.2 Unused vs. expired tokens.

Unused tokens: Refundable upon request within 14 days from purchase (minus fees).

Expired tokens: Per our Terms, tokens expire 12 months after purchase and are not refundable once expired.

4.3 Used tokens. Once tokens have been used for Services, refunds are not available, unless the Service was materially defective due to our fault and could not be remedied by reasonable re-performance (see 4.4).

4.4 Defective or non-conforming deliverables.

• We will first attempt correction or re-performance (e.g., revisions/regeneration).

• If the issue persists within a reasonable time, we may offer (i) a partial refund, (ii) a full refund of the GBP value of tokens spent on the affected Service, or (iii) a credit of tokens to your balance.

4.5 Immediate performance / loss of cooling-off right.

• By requesting immediate work (e.g., ticking "start now," submitting a brief with rush, downloading files, or otherwise confirming immediate performance), you acknowledge that digital services begin right away and you may lose your statutory cancellation right under the Consumer Contracts Regulations 2013.

4.6 Custom/manager-led work. Where a personal manager or specialist is engaged, once review or production has begun, refunds are not available unless we fail to deliver per the Order specification and cannot remedy.

4.7 Promotions & goodwill. Promotional credits, discount amounts and bonus tokens are non-refundable, not exchangeable for cash, and may carry their own terms (e.g., expiry/usage limits).

4.8 Duplicate or mistaken top-ups. If you accidentally purchase the same package twice or enter the wrong amount, contact us within 24 hours. If the tokens remain unused, we can correct or refund (minus fees).

4.9 Platform & policy compliance. If deliverables are rejected by third-party platforms (e.g., Meta/Google/TikTok/YouTube) due to their policies, this alone does not constitute a defect. We can offer policy-aligned adjustments as a paid Add-on if feasible.

5. How to Request a Refund or Cancellation

Email hello@creativesparkstudios.co.uk with:

• Order reference and Account email;

• Whether it concerns unused tokens, cancellation, or issue with deliverables;

• For deliverable issues: description, file names, links/timestamps, and screenshots;

• Your preferred outcome (refund to original method or Coin credit - final method at our discretion where law permits).

Process:

• We acknowledge within 5 business days;

• We may request further details or files;

• We provide a decision and, if approved, issue the refund within 5–10 business days of approval (posting time depends on your bank/provider).

6. Investigation & Evidence

6.1 We review payment records, Coin logs, order briefs, delivery timestamps, download records, revision history and any evidence you supply.

6.2 If a refund to the original method is not possible, we may offer a reasonable alternative (e.g., bank transfer or Coin credit).

6.3 If we decline the claim, we will state the reasons and indicate next steps.

7. Processing & Timelines

• Refund initiation window: 5–10 business days after approval.

• Your bank/payment provider may require additional time.

• International FX reversals may vary due to provider rules.

8. Chargebacks, Fraud & Abuse

If you open a chargeback while a refund is under review, it becomes a dispute. We will submit evidence (order logs, confirmations, IP/device data, timestamps, downloads).

Important: We may refuse refunds, suspend accounts, and revoke promotional credits in cases of fraud, abuse, or repeated unwarranted chargebacks.

9. Changes to this Policy

We may update this Policy periodically. Material changes will be announced by email or a prominent site notice. Updates apply prospectively and do not affect completed transactions unless required by law.

10. Record Retention

We keep the records needed to assess refund requests - order IDs, payment history, Coin usage logs, delivery and revision records - for at least 24 months, and up to 6 years for corporate accounting or disputed matters, consistent with our Privacy Policy and applicable law.

11. Escalation & Disputes

If you disagree with our decision, you may email a detailed appeal to hello@creativesparkstudios.co.uk with your order details. Appeals are reviewed within 10 business days. This does not limit your statutory rights to seek alternative dispute resolution or legal action.

12. Examples (Illustrative)

Unused tokens

You top up £20 = 2,000 tokens, spend 300 tokens → 1,700 tokens unused. You request a refund within 14 days: we may refund the GBP value of 1,700 tokens (minus processor fees).

Used tokens

You spent tokens for copywriting and downloaded the files. Refund is not available unless we failed to meet the agreed spec and cannot reasonably fix it.

Bonus tokens

+100 bonus tokens from a promotion are non-refundable.

Immediate start

You confirmed "start now" and we began work the same day → statutory cooling-off right may not apply.

13. Contact

Email: hello@creativesparkstudios.co.uk

Phone: +44 7822016497

Registered office: P&HFOOD LTD, Reading Bridge House, George St, Reading, RG1 8L United Kingdom