Last updated: [18/2/2026]
We understand that plans sometimes change. Because our performers reserve time for this event and we prepare in advance, we apply the following cancellation and refund rules for all Gorillagrams bookings.
If you cancel more than 48 hours before your scheduled delivery time:
We will refund your payment minus a NZD 60 administration fee.
The NZD 60 represents our time spent on 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 Gorillagrams booking within 12 months of the original date.
If you cancel within 48 hours of your scheduled delivery time:
Any non‑refundable deposit is retained (for example, 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 discretion, taking into account performer time held for you and any preparation already completed.
Where a credit is issued, it can be applied to a future booking within 12 months of the original booking date.
If you cancel on the day of the booking, or if:
Our performer is up to 2 hours out or attends the address provided and that he or she
are unable to complete the delivery due to incorrect details, no access, the recipient leaving, or refusal of the performance,
then the booking will be treated as fulfilled, and no refund will be provided.
In some cases, we may, at our sole discretion, offer a partial credit towards a future booking.
Our cancellation fees exist to cover:
Administrative time and effort creating a poem and all duties leading up the event as well as communication regarding your booking
Time spent reserving and blocking out the performer’s schedule for your chosen time
Any preparation, customisation, or materials purchased specifically for your booking
This ensures we can fairly compensate our performers and keep offering a reliable service for all customers.
Any credit offered in place of a refund will be valid for 12 months from the date of your original booking.
Credits are not redeemable for cash and may only be used towards Gorillagrams services.
If a credit is not used within the 12‑month period, it will expire.
To secure a booking, you must pay either:
The full amount, or
A non‑refundable booking deposit (amount specified at the time of booking).
The remaining balance (if any) must be paid by the due date advised in your confirmation (for example, at least 48 hours before the performance, or as otherwise agreed).
Payment methods may include bank transfer, card payment via our payment provider, or other options advised on our booking form or invoice. Full payment instructions will be provided at the time of booking.
If you wish to change or reschedule your booking:
Requests made more than 48 hours before the scheduled time will usually be accommodated at no additional cost, subject to performer availability.
Requests made within 48 hours of the booking may be treated as a cancellation and re‑booking, and normal cancellation terms may apply.
We will always try to work with you to find a suitable alternative time, but cannot guarantee availability for specific dates or times.
On rare occasions, we may need to cancel or reschedule a booking due to performer illness, emergencies, unsafe conditions, or other circumstances beyond our control.
If we must cancel and cannot provide a suitable alternative time or performer:
You will receive a full refund of the amounts paid for that booking, or
If you prefer, a credit for the full amount to be used within 12 months.
This is normally the full extent of our liability in the event that we cancel a booking..