Payment and Refund Policy
Last updated: 23 September 2026
Scope of the Policy and the Services It Covers
This Payment and Refund Policy applies to all commercial transactions conducted through headlinvory for services related to professional video operation, live signal management, content distribution, camera work, and the creation of reliable high-quality feeds for news programmes and television broadcasting. It governs payments made by customers in the United Kingdom for bookings, subscriptions, or one-off service engagements. The policy does not extend to third-party providers or external platforms that may integrate with our offerings.
Prices, Currencies, Taxes, and Additional Charges
All listed prices are in British pounds sterling and include value added tax at the prevailing UK rate unless otherwise stated. Customers are responsible for any additional charges such as bank fees for international transfers or currency conversion costs if paying from outside the UK. headlinvory reserves the right to adjust prices to reflect changes in tax legislation or operational costs, with notice provided before any new booking is confirmed.
Accepted Payment Methods, Authorisation, and Security
We accept major credit and debit cards, bank transfers, and approved digital wallets. Payment authorisation occurs at the point of booking or subscription commencement. All transactions are processed through secure third-party gateways that comply with UK data protection standards. headlinvory does not store full card details; any payment information retained is limited to what is necessary for transaction records and fraud prevention under the Data Protection Act 2018 and UK GDPR.
Order Confirmation and Contract Formation
A contract is formed when headlinvory issues a written confirmation following receipt of full payment or a valid payment commitment. This confirmation email outlines the specific services booked, dates, deliverables, and any applicable terms. Until confirmation is sent, no binding agreement exists, and either party may withdraw without penalty.
Cancellation Rights and Applicable Periods
UK consumers benefit from a 14-day cooling-off period for distance contracts under the Consumer Contracts Regulations 2013. This period begins on the date of contract formation. Cancellations within this window entitle the customer to a full refund minus any costs already incurred for preparatory work that cannot be avoided. Services that have commenced with explicit consent before the end of the cooling-off period are not eligible for cancellation refunds.
Refund Eligibility, Exclusions, and Non-Refundable Items
Refunds are available where services have not been delivered or where performance falls materially short of the agreed specification. Non-refundable items include custom content already produced, non-cancellable third-party bookings, and any promotional or discounted rates explicitly marked as final sale. Subscriptions may be paused or downgraded but pro-rata refunds for unused periods are granted only in cases of service failure by headlinvory.
Step-by-Step Procedure to Request a Refund
To request a refund, contact [email protected] or 020 8495 5000 with your order reference, a clear description of the issue, and any supporting evidence such as screenshots or correspondence. Requests must be submitted in writing via the contact form on our Contacts page or by email. headlinvory acknowledges receipt within two working days and provides a unique reference for tracking.
Inspection, Approval, Rejection, and Notification
Upon receipt, headlinvory conducts an internal review within ten working days. Customers may be asked for further information. Approval results in immediate processing; rejection includes a written explanation citing the relevant policy clause. All decisions are final once communicated, subject only to the mandatory consumer rights outlined below.
Refund Method, Processing Time, and Fund Arrival
Approved refunds are issued using the original payment method wherever possible. Processing takes up to fourteen working days after approval, with funds typically appearing in customer accounts within a further three to five working days depending on the payment provider. Bank transfers may take longer during holiday periods.
Special Rules for Digital Content, Subscriptions, and Promotional Offers
Digital deliverables such as recorded feeds or edited content are non-returnable once downloaded or accessed. Subscription services renew automatically unless cancelled before the renewal date. Promotional offers carry the same refund terms as standard services unless the offer explicitly states otherwise. No refunds apply to content consumed during a trial period.
Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud
Failed payments must be resolved within seven days or the booking may be cancelled. Duplicate charges are investigated promptly and corrected within five working days. Chargebacks are treated as disputes and may result in service suspension pending resolution. Suspected fraudulent activity leads to immediate account review and reporting to relevant UK authorities where required by law.
Mandatory Consumer Rights in the United Kingdom
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or UK GDPR. These rights cannot be excluded or limited. If you believe a term conflicts with these protections, you may rely on the statutory provisions instead.
Contact Route, Policy Changes, and Last-Updated Date
For questions about this policy, use the contact form on our Contacts page or reach [email protected] and 020 8495 5000. headlinvory may update this policy to reflect legal changes or operational adjustments. The current version date appears at the top of the page. Continued use of services after an update constitutes acceptance of the revised terms.