Refund Policy.

1. The short version

The Goldprint is digital content, delivered to your inbox as private video links as soon as your payment clears. Once we have sent those links, the sale is final. We do not give refunds because you changed your mind, because you have not watched the videos, or because trading has not gone the way you hoped.

What you always keep is your right to get what you paid for. If The Goldprint is faulty, incomplete or materially not as we described it, you have statutory rights and this policy does not touch them. See section 4.

2. Why there is no 14 day cooling off period

Buying online normally gives you 14 days to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Those same Regulations say that the right to cancel does not apply to digital content that has already been supplied, where, before supply begins, you have given your express consent to it starting straight away and acknowledged that you will lose the right to cancel.

That is exactly what our checkout asks you to do. Before you pay, it states plainly that The Goldprint is supplied immediately and that by consenting you give up the 14 day cancellation right, and you confirm both. When your access links are then sent, that right is gone.

If you are not comfortable giving that consent, please do not complete the purchase: immediate access is how The Goldprint is delivered, and we cannot supply it any other way.

3. Read everything before you buy

Everything we can tell you before you spend £500 is already on the site: what is inside The Goldprint, the price and what is included, the FAQ, and our Terms of Service. If anything is unclear, email us at info@crislondon.com before you buy. We would far rather answer a question than take money from someone who wanted something different.

4. Your statutory rights, which this policy does not affect

Under the Consumer Rights Act 2015, digital content we sell you must be of satisfactory quality, fit for purpose and as described. If part of The Goldprint is faulty, does not work or is materially not as described:

• you are entitled to have it repaired or replaced, which in practice means having the fault fixed or the material supplied again;
• if that cannot be done within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction, which can be up to the whole amount you paid;
• if digital content we supply damages your device or other digital content because we failed to use reasonable care and skill, you may be entitled to a repair or to compensation.

Nothing on this page, at checkout or in our Terms of Service takes any of that away.

5. Access problems are usually not refund problems

If your email has not arrived, a link will not open or a video will not play, that is almost always something we can fix. Email info@crislondon.com from the address you used at checkout, tell us what happens, and we will issue fresh links or repair the fault. Please give us the chance to put it right first.

6. Duplicate or unauthorised payments

If you have been charged twice for the same purchase, tell us and we will refund the duplicate charge in full. If you think a payment was made using your card without your permission, contact us and your card provider straight away.

7. How to raise an issue

Email info@crislondon.com from the email address you used at checkout, and include the date of purchase, the Stripe receipt reference if you have it, and a description of what has gone wrong. We read every message properly and reply as quickly as we can.

Where a refund is due, we make it through Stripe to the card or payment method you originally used. We cannot pay it anywhere else. How long it then takes to appear on your statement is up to your bank.

8. Chargebacks

If you are unhappy, please contact us before asking your bank for a chargeback. A chargeback raised on content that has already been delivered will be answered with the checkout record, the consent you gave and the delivery email, but in almost every case talking to us directly is faster and gets you a better outcome.

9. Who you are buying from

You are buying from us. Our registered company name, company number and registered office are set out at the end of our Terms of Service. Contact: info@crislondon.com or 020 4524 0238.

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