Payment and Refund Policy

Last updated: 06 October 2026

Scope of the Policy and Services Covered

This Payment and Refund Policy applies to all services offered by stagevibenow, including professional video operations, live signal management, content distribution, camera work, and the creation of reliable high-quality feeds for news programmes and television broadcasting. The policy covers commercial transactions conducted through our website for clients based in the United Kingdom. It outlines the terms under which payments are accepted, contracts are formed, and refunds may be granted. Services include both one-off projects and ongoing support arrangements tailored to media production needs.

Prices, Currencies, Taxes and Additional Charges

All prices displayed on the website are in British Pounds Sterling (GBP) and are exclusive of Value Added Tax (VAT) unless otherwise stated. VAT at the prevailing UK rate will be added at checkout where applicable. Additional charges may include equipment hire, travel expenses for on-site work, or overtime rates for extended live broadcasts. These are itemised before payment is authorised. Prices may vary according to project complexity, duration, and urgency. We reserve the right to adjust pricing for future bookings, but confirmed orders remain at the agreed rate.

Accepted Payment Methods, Authorisation and Security

We accept payment via bank transfer, major credit and debit cards, and approved business invoicing arrangements. All card payments are processed through secure third-party gateways that comply with PCI DSS standards. Payment authorisation occurs immediately upon submission of order details. Funds are held until service confirmation is issued. We do not store card details on our systems. Any payment queries should be directed to [email protected] or by telephone on +44 1279 630 555.

Order Confirmation and Contract Formation

A binding contract is formed once we send written confirmation of your booking or service request following receipt of payment or a signed agreement. This confirmation outlines the scope, timeline, deliverables, and total cost. Until confirmation is issued, no contract exists and any payment received will be treated as a holding deposit subject to the terms below. Clients receive a detailed service brief within five working days of payment clearance.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations 2013, consumers have a 14-day cooling-off period from the date of contract formation during which they may cancel without penalty, provided work has not commenced. For services where performance begins within this period, cancellation rights may be lost once work starts with your agreement. Business clients do not benefit from the same statutory cooling-off rights but may cancel subject to notice periods specified in individual service agreements.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available for cancellations made within the statutory cooling-off period or where services have not been delivered due to our fault. Non-refundable items include deposits for bespoke projects already commenced, custom equipment procurement, and any third-party licensing fees incurred on your behalf. Promotional or discounted rates may carry additional restrictions. Digital deliverables such as pre-recorded feeds or archived content are non-refundable once downloaded or accessed.

Step-by-Step Procedure to Request a Refund

To request a refund, contact us in writing via email to [email protected] or by post to 14 West Place, West Road, Harlow, Essex CM20 2GY, United Kingdom. Include your order reference, date of purchase, description of the service, and reason for the request. You must provide proof of payment and any supporting documentation. Requests received by telephone on +44 1279 630 555 will be acknowledged but must be confirmed in writing within seven days. Incomplete requests may delay processing.

Inspection, Approval, Rejection and Notification

Upon receipt of a refund request we will acknowledge it within three working days. Our team will review eligibility against this policy and the original service agreement. You will be notified of the decision in writing within ten working days. If approved, a refund will be processed. If rejected, we will explain the reasons and outline any appeal process available. All decisions are final once communicated.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are returned using the original payment method where possible. Bank transfers typically complete within five to ten working days. Card refunds may take up to fourteen days depending on your provider. We will issue a confirmation email once the refund has been initiated. If funds do not appear within the expected timeframe, please contact [email protected] for assistance.

Special Rules for Digital Content, Subscriptions and Services

For digital content such as pre-packaged media feeds or subscription-based monitoring services, refunds are only available if the content has not been accessed or downloaded. Subscriptions may be cancelled with thirty days' notice, but no pro-rata refund applies for the current billing period. Live broadcast services are treated as bespoke and are generally non-refundable once the event has begun.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

In the event of a failed payment we will notify you immediately and suspend service until resolved. Duplicate charges will be refunded automatically upon identification. Chargebacks or disputes will be investigated and may result in service suspension. Suspected fraudulent activity leads to immediate account review and reporting to relevant authorities where necessary. Clients remain liable for legitimate amounts owed.

Mandatory Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or UK GDPR and the Data Protection Act 2018. Where services are not of satisfactory quality or do not match the description provided, you may be entitled to remedies including repair, replacement or refund regardless of this policy. Contact the Citizens Advice Bureau or Trading Standards for further guidance on your rights.

Contact Route, Policy Changes and Last Updated Date

For questions regarding this policy please write to [email protected], telephone +44 1279 630 555, or visit our contact form. We may update this policy periodically to reflect changes in law or business practice. The current version is always available on our website and the date of the most recent update appears at the top of the page. Continued use of our services after an update constitutes acceptance of the revised terms.