Payment and Refund Policy

Last updated: 6 November 2026

Scope of the Policy and the Services Covered

This Payment and Refund Policy applies to all payments made for services offered by inforaza through its website. The services include professional video operation, live signal management, content distribution, camera work and the creation of reliable high-quality feeds for news programmes and television broadcasting. The policy covers both one-off service bookings and ongoing arrangements where applicable. It explains how payments are processed, when contracts are formed and the circumstances under which refunds may be issued. This document is intended for customers located in the United Kingdom and takes into account the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other relevant UK legislation.

Prices, Currencies, Taxes and Additional Charges

All prices displayed on the website are in British Pounds Sterling unless otherwise stated. Prices are inclusive of value added tax at the prevailing rate where applicable. Any additional charges such as bank fees for international transfers, overtime rates for extended live feeds or equipment hire will be clearly shown before payment is authorised. inforaza reserves the right to adjust prices to reflect changes in market conditions or regulatory requirements, but such changes will not affect orders already confirmed.

Accepted Payment Methods, Authorisation and Security

Payments may be made using major credit and debit cards, bank transfer or other methods displayed at checkout. All card payments are processed through secure third-party payment gateways that comply with PCI DSS standards. Payment authorisation occurs at the time of booking or order placement. inforaza does not store full card details on its systems. Customers should ensure that sufficient funds are available at the time of payment to avoid declined transactions.

Order Confirmation and Formation of Contract

A contract is formed once inforaza sends written confirmation of the booking or order, usually by email. This confirmation will include details of the service, price, date and any specific requirements. Until confirmation is received the booking remains subject to availability. Customers are advised to review the confirmation carefully and notify inforaza immediately of any errors.

Cancellation Rights and Applicable Periods

Under UK law consumers have the right to cancel most distance contracts within 14 days without giving a reason. For services this cooling-off period begins on the date the contract is concluded. Where the service is due to begin within the 14-day period the customer must expressly agree to waive the cancellation right for the service to commence. Professional media feed services often require advance preparation so early agreement to start work is common.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available where the service has not been provided or where the service fails to meet the standards set out in the contract. Refunds are not available once a live broadcast feed has commenced or where the customer has already approved the final deliverable. Deposits paid to secure crew or equipment for specific dates are generally non-refundable because they represent costs already incurred. Promotional offers and customised packages may also be excluded from refund provisions.

Step-by-Step Procedure to Request a Refund

To request a refund customers should contact inforaza in writing using the contact form on the website or by emailing [email protected]. The request must include the order reference number, date of booking, description of the service and the reason for the refund claim. Supporting evidence such as photographs or correspondence should be provided where relevant. Requests received outside the applicable time limits may be declined.

Inspection, Approval, Rejection and Notification of the Refund Decision

Upon receipt of a refund request inforaza will acknowledge it within five working days. The service records and any deliverables will be reviewed to determine eligibility. A decision will normally be communicated within ten working days. If the request is approved the customer will receive written confirmation of the amount and expected processing timeline. If rejected the reasons will be explained together with any options for alternative resolution.

Refund Method, Processing Time and Receipt of Funds

Approved refunds will be returned using the original payment method wherever possible. Processing times vary: card refunds typically appear within five to ten working days while bank transfers may take up to fifteen working days. Customers using third-party payment services should allow additional time for their provider to release funds. inforaza will provide a reference number for tracking the refund.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Digital content such as recorded feeds or archived broadcast material is non-refundable once downloaded or accessed. Subscription arrangements for continuous signal monitoring are subject to a minimum notice period of thirty days for cancellation. Promotional pricing is valid only for the stated period and does not create an ongoing right to the discounted rate after the promotion ends.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

In the event of a failed payment the booking will be held pending successful authorisation. Duplicate charges will be investigated and any excess amount refunded promptly. Chargebacks initiated without valid grounds may result in additional administrative fees and suspension of future bookings. Suspected fraudulent activity will be reported to the appropriate authorities and may lead to immediate cancellation of the order without refund.

Mandatory Consumer Rights That Cannot Be Excluded

Nothing in this policy affects the statutory rights of consumers under the Consumer Rights Act 2015 or other applicable UK legislation. Services must be performed with reasonable care and skill, within a reasonable time and at a reasonable price where no price was agreed in advance. Customers retain the right to pursue claims through the courts or alternative dispute resolution schemes if they remain dissatisfied.

Contact Route, Policy Changes and Last-Updated Date

Questions about this policy or requests for further information should be directed to [email protected] or via the contact form on the website. inforaza may update this policy from time to time to reflect changes in law or business practice. The version currently in force will always be the one displayed on the website with the most recent update date shown at the beginning of the document. Continued use of the website after an update constitutes acceptance of the revised terms.