Refunds & cancellations
The policy, in plain language
It all hangs on one question: who did you buy it from? Bought directly from GoChiHQ — client services, ticket-ad banners — we can cancel it and refund it, under the rules below. Bought from a partner through our links — event tickets, flights, hotels, store merchandise — the partner sold it, the partner's terms apply, and only the partner can cancel or refund it. We'll always tell you whose desk it belongs to.
The advance-booking rule: on every advance booking paid to GoChiHQ, 25% of the booking price is a non-refundable advance-booking portion that GoChiHQ keeps; the remaining 75% follows the refund rules below. This is stated on the Services page before you pay. Partner purchases are completely exempt from the 25% rule — ticket, flight, hotel and store money never touches GoChiHQ, so the two regimes never mix.
Client services bought from GoChiHQ — the 25 / 75 rule
Every services booking is an advance booking: 25% of the price is a non-refundable advance-booking portion that GoChiHQ keeps, and the remaining 75% follows these rules. Cancel before work begins → you get back everything you paid minus that 25% portion. Work already underway → refunds cover the unused portion of the remaining 75% only (work in production counts as used). Work that has been produced and delivered is not refundable. Monthly tiers can be cancelled any time — cancellation stops the next renewal, and amounts already paid for the current period follow the same 25/75 structure.
Commercials, film & music bookings — the same 25 / 75 rule
Bookings at the Commercials & Film and Music doors (30-Second Commercial, Story Film, Release-Ready, AI Music Video) are advance bookings paid to GoChiHQ, so the same 25 / 75 rule applies exactly as for client services: 25% is a non-refundable advance-booking portion, and the 75% balance comes back in full (of that balance) if you cancel before work begins, or as its unused portion once work is underway; delivered work is not refundable. These doors book by consultation, so your price, terms and delivery date are always confirmed in writing before you pay anything. Split-production projects carry no up-front fee — they end under the written split terms agreed before work starts.
Ticket-ad banner bookings — 25% kept, 75% refundable until live
Promoter banner bookings split the same way: 25% of the booking price is a non-refundable advance-booking portion. The remaining 75% balance is refundable in full at any point until the ad goes live in the scroll — and becomes non-refundable once the ad is live, for the agreed window. If a placement never goes live because of GoChiHQ, the 75% balance is refunded in full.
Store purchases (Fourthwall & Zazzle) — the store's policy
Merchandise and digital art are sold and fulfilled by Fourthwall or Zazzle, not by GoChiHQ directly. Returns, exchanges and refunds follow the store you bought from, under its policies — start from the confirmation email the store sent you. If you're stuck, email us and we'll point you to the right desk with your order details.
Event tickets (Ticketmaster, StubHub, Vivid Seats) — partner terms; NOT refundable through GoChiHQ
Event tickets are bought from the ticket seller on their site. GoChiHQ is a discovery channel only: we never take your ticket payment, so we cannot cancel a ticket order and cannot refund one — that includes sold-out shows, schedule changes and resale purchases. The seller's own terms (printed at their checkout and in their confirmation email) govern cancellations, event changes and any refunds they offer. Steps: open the confirmation email from the seller → sign in to the account you bought with → the order page there carries their cancellation/refund options.
Flights & hotels — partner terms
Flights and hotels are booked and paid at the travel partner (Aviasales, Skyscanner, Hotellook and the airline or hotel behind them). Fare rules, change fees, hotel cancellation windows and refunds are the partner's and the airline's/hotel's — shown before you pay and in your booking confirmation. GoChiHQ cannot change or cancel a partner booking; contact the partner or airline/hotel from your confirmation email.
Start a refund request
One email to hello@gochihq.com — what you bought, the date, the amount, and the email you paid with. The button below pre-fills it for you. A human reviews every request; if it's a partner purchase, we'll reply with exactly whose desk it belongs to and the steps to take there.
Email a refund request →The mechanics
How refunds work
- Email hello@gochihq.com with what you bought, the date, the amount, and the email address you paid with (plus your Stripe receipt if you have it). One email starts everything — no forms, no account needed.
- Refunds go back to the original payment method only — the card or account you paid with. We can't redirect a refund to a different card or person.
- Once we approve a refund, Stripe returns the money to your bank — it typically takes 5–10 business days to appear on your statement (that's the banking system's timeline, not ours).
- Interac e-Transfer and PayPal payments are refunded through the same service you paid with, on the same timeline where the service allows.
- If a partner sold it (tickets, flights, hotels, store merch), we can't refund it — but tell us anyway and we'll confirm whose desk it belongs to and the exact steps to take there.
Buying something from us first? See Payments & receipts on the Services page for how card, Interac and PayPal purchases work and what lands in your inbox afterwards. Store orders: Fourthwall and Zazzle handle their own returns from the confirmation email they sent you.