Payment and Refund Policy

Last updated: 15 October 2026

Scope of the Policy and Services Covered

This Payment and Refund Policy applies to all purchases of courses, training modules, live signal management workshops, content distribution services, camera operation sessions, and professional video feed creation packages offered through stagevoxel. These services focus on professional video operation, live signal management, content distribution, camera work, and creating reliable high-quality feeds for news programmes and television broadcasting. The policy covers both one-time course enrolments and ongoing subscription-based access to training materials. It does not extend to third-party equipment purchases or external broadcasting licences arranged separately by customers.

Prices, Currencies, Taxes and Additional Charges

All prices are displayed in British Pounds Sterling (GBP) and include value added tax (VAT) at the prevailing UK rate unless otherwise stated. Customers outside the United Kingdom may be responsible for any import duties, local taxes or currency conversion fees applied by their payment provider. No hidden charges apply to standard course delivery; however, optional add-ons such as personalised feedback sessions or extended live broadcast simulations incur separate fees clearly shown at checkout. Price changes may occur due to inflation or service enhancements, but confirmed bookings remain at the price agreed at the time of purchase.

Accepted Payment Methods, Authorisation and Security

stagevoxel accepts major credit and debit cards, bank transfers, and secure digital wallets through our payment processor. All transactions are authorised in real time and protected by industry-standard encryption. Payment details are never stored on our servers. Authorisation occurs immediately upon submission, and funds are held until the order is confirmed. In cases of suspected fraud, transactions may be declined and customers contacted via the details provided during booking.

Order Confirmation, Contract Formation and Service Delivery

A binding contract forms when we send an order confirmation email following successful payment. This confirmation includes course access details, start dates for live sessions, and terms of use. Digital course materials become available instantly upon confirmation, while scheduled live training sessions commence on the agreed date. Customers must review the confirmation email carefully; errors should be reported within 24 hours to avoid complications with scheduling.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations 2013, UK customers have a 14-day cooling-off period from the date of order confirmation to cancel without providing a reason. This right applies to most services but is lost once digital content is downloaded or a live session begins. For subscription courses, cancellation can occur at any time after the cooling-off period, with access continuing until the end of the paid period. Early cancellation of live broadcast training may incur a partial fee if significant preparation has occurred.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available for cancellations within the 14-day period where no substantial content has been accessed. Non-refundable items include completed live sessions, downloaded course materials, and any promotional bundles explicitly marked as non-refundable. Refunds are not granted for change of mind after the cooling-off period, failure to attend scheduled sessions, or dissatisfaction with content that meets the described specifications. Special circumstances such as serious illness may be considered on a case-by-case basis with supporting evidence.

Step-by-Step Procedure to Request a Refund

To request a refund, email [email protected] with your order number, full name, and reason for cancellation. Include any relevant booking references. Requests must be submitted within the applicable time frame. Our team will acknowledge receipt within two working days and guide you through any additional information required, such as confirmation of non-access to digital files.

Inspection, Approval, Rejection and Notification of Decisions

Upon receiving a request, stagevoxel inspects whether the cooling-off period applies and verifies that no prohibited content has been accessed. Decisions are communicated by email within five working days. Approved refunds receive a formal acceptance notice; rejected requests include a clear explanation and information on any available alternatives, such as transferring to another course date.

Refund Method, Processing Time and Receipt of Funds

Refunds are issued using the original payment method. Processing typically takes five to ten working days after approval, though bank transfers or international cards may require up to fourteen days for funds to appear. Customers receive a confirmation email once the refund has been processed. No fees are deducted for standard refunds, but currency conversion charges remain the customer's responsibility where applicable.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Digital course content and live feed training subscriptions are subject to immediate performance rules. Once streaming or download begins, the 14-day right is lost. Promotional offers and discounted bundles are non-transferable and refunds are calculated on the discounted price paid. Ongoing subscriptions renew automatically unless cancelled before the renewal date; partial refunds for unused portions after the cooling-off period are not provided.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

Failed payments result in order cancellation and notification by email. Duplicate charges are investigated promptly and refunded where verified. Chargebacks are treated as cancellations and may lead to service suspension pending resolution. Suspected fraudulent activity triggers immediate account review and possible reporting to relevant authorities while protecting customer data under UK GDPR and the Data Protection Act 2018.

Mandatory Consumer Rights in the United Kingdom

This policy does not affect your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or UK GDPR. You retain the right to services of satisfactory quality, as described, and to remedies including repair, replacement or price reduction where services fall short. Nothing in this policy excludes liability for fraud, death or personal injury caused by negligence.

Contact Route, Policy Changes and Last-Updated Date

For questions about this policy or to discuss a specific booking, please use the contact form on our Contacts page or email [email protected]. We may update this policy to reflect legal changes or service developments; the current version will always be available on our website with the last-updated date displayed. Continued use of services after changes constitutes acceptance of the revised terms.