Refund policy

Last updated: 25 February 2026

This Return and Refund Policy applies to purchases made through BookYork.com (the “Site”) operated by Book York Limited (“we”, “us”, “our”). It covers:

  • Physical goods (for example, printed guidebooks or merchandise)
  • Digital products (for example, downloadable guides or digital content)
  • Services (for example, paid social media advertising, post slots, listings, promotions or campaign services)

1) Your statutory rights

If you are a UK consumer, you may have statutory rights under UK consumer law (including the Consumer Rights Act 2015 and the Consumer Contracts Regulations). Nothing in this policy limits those rights.

2) Physical goods (printed items and merchandise)

2.1 Returns window

You can request a return within 14 days of receiving your item, for any reason, provided the item is:

  • unused and in the same condition you received it,
  • in its original packaging where reasonably possible, and
  • complete with any included accessories or inserts.

2.2 How to request a return

Email us at info@bookyork.com with:

  • your order number,
  • the item(s) you want to return, and
  • the reason (optional but helpful).

We will reply with return instructions.

2.3 Return shipping costs

Unless the item is faulty, not as described, or sent in error, you are responsible for return shipping costs. We recommend using a tracked service.

2.4 Refunds for physical goods

If your return is accepted, we will process your refund to the original payment method after we receive and inspect the item. Refund times can vary by payment provider.

2.5 Non-returnable physical items

We do not accept returns for:

  • items that are personalised or made to your specification,
  • sealed items that are not suitable for return once unsealed for hygiene reasons, where applicable,
  • items damaged by misuse, neglect, or accidental damage after delivery.

3) Faulty, damaged, or incorrect items

If an item arrives faulty, damaged, or not as described, or you receive the wrong item, contact us as soon as possible at info@bookyork.com with your order number and photos where relevant. We will arrange a replacement, repair, or refund as appropriate.

4) Digital products (downloads and access-based digital content)

Due to the nature of digital content, refunds are not available once:

  • the download has started,
  • access has been granted, or
  • the digital content has been delivered,

unless the digital product is faulty or not as described and we cannot resolve the issue within a reasonable time.

5) Services: Paid social media advertising, post slots, promotions and campaign services

Where you purchase a service from us (including paid social media posting, promotional slots, advertising, listings, or similar services), the following apply in addition to any specific product/service description shown at checkout:

5.1 Approval and content checks

All service deliverables are subject to our approval. We may refuse, pause, or cancel a service (with or without refund depending on the circumstances) if content:

  • is unlawful, misleading, defamatory, harassing, hateful, or discriminatory,
  • infringes intellectual property or privacy rights,
  • promotes restricted or prohibited products/services,
  • includes adult content, explicit sexual content, or graphic violence,
  • is designed to scam, mislead, or exploit users,
  • creates unreasonable legal or reputational risk.

5.2 Cancellations by you

  • More than 72 hours before the scheduled posting time: you may request cancellation for a refund minus non-recoverable fees (for example, payment processing fees) or request a reschedule, subject to availability.
  • Within 72 hours of the scheduled posting time: cancellations are generally non-refundable because the slot is reserved and may not be resellable. We may, at our discretion, offer a reschedule.

5.3 If we cannot deliver as planned

If we cannot deliver the service at the agreed time due to our operational reasons, we will offer either:

  • a rescheduled date/time, or
  • a refund for the undelivered portion of the service.

5.4 Performance and results

Social media performance is affected by many factors outside our control (platform algorithms, audience behaviour, timing, and your offer/creative). Unless explicitly stated otherwise in writing, we do not guarantee any minimum reach, views, clicks, enquiries, or sales.

5.5 Chargebacks and disputes

If you believe there is an issue with a service, contact us first so we can try to resolve it quickly. Unjustified chargebacks may result in loss of access to services and future bookings.

6) Contact

If you have any questions about returns or refunds, contact us:

  • Email: info@bookyork.com
  • Phone: 07395 198812
  • Address: 44 Kirkgate, Ripon, England, HG4 1PB