We understand that plans sometimes change. Because our performers reserve time for your event and we prepare custom materials in advance, we apply the following cancellation and refund rules for all Gorilla Grams NZ bookings.
1. Cancellations More Than 48 Hours Before the Booking
If you cancel more than 48 hours before your scheduled delivery time:
We will refund your payment minus a NZD $60 administration fee. This fee represents our time spent processing your booking, performer scheduling, and any materials already prepared.
Alternatively, you may choose to receive a credit for the full amount paid to use towards another Gorilla Grams booking within 6 months of the original date.
2. Cancellations Within 48 Hours of the Booking
If you cancel within 48 hours of your scheduled delivery time:
Any non‑refundable deposit is retained (such as a booking deposit or initial part‑payment agreed at the time of booking).
The remaining balance (if already paid) may be refunded or credited at our sole discretion, taking into account performer time held for you and preparation already completed.
Where a credit is issued, it can be applied to a future booking within 6 months of the original booking date.
3. Same‑Day Cancellations and No‑Shows
If you cancel on the day of the booking, or if our performer arrives at the address provided (or is within 2 hours of arrival) and is unable to complete the delivery due to:
Incorrect delivery details provided by the customer.
Lack of physical access to the venue.
The recipient having left the venue.
Direct refusal of the performance by the recipient.
The booking will be treated as fulfilled, and no refund or credit will be provided. In exceptional cases, we may, at our sole discretion, offer a partial credit towards a future booking.
4. Purpose of Cancellation Fees
Our cancellation fees exist to cover administrative time spent creating custom poems, coordinating performer schedules, blocking out the performer’s availability, and purchasing any specific materials for your booking. This ensures we can fairly compensate our talent.
5. Credits and Validity
Any credit offered is valid for 6 months from the date of your original booking.
Credits are not redeemable for cash, are non-transferable, and expire if not used within the 6‑month period.
6. Payment Terms
To secure a booking, you must pay either the full amount or a specified non‑refundable booking deposit. The remaining balance must be paid by the due date advised in your confirmation (typically 48 hours before the performance).
7. Changes and Rescheduling
Requests made more than 48 hours before the scheduled time will be accommodated at no additional cost, subject to performer availability.
Requests made within 48 hours may be treated as a cancellation and re‑booking, meaning normal cancellation fees may apply.
8. Cancellations by Gorilla Grams NZ
On rare occasions, we may need to cancel or reschedule due to performer illness, emergencies, unsafe weather/road conditions, or circumstances beyond our control. If we must cancel and cannot provide a suitable alternative performer, you will receive a full refund of all amounts paid, or a 12-month credit if you prefer. This represents the full extent of our liability.