Payment and Refund Policy

Last updated: 15 October 2026

Scope of the Policy

This Payment and Refund Policy applies to all bookings and purchases of specialised training courses offered by starzenvoq focused on live production decks and control rooms. These include multi-camera switching techniques, live broadcasting methods, real-time video operation skills, and professional management of television and streaming productions. The policy covers both in-person and online course formats delivered to customers in the United Kingdom. It explains how payments are handled, when contracts are formed, and the conditions under which cancellations or refunds may be granted. The policy does not cover third-party services or products purchased separately from our platform.

Prices, Currencies, Taxes and Additional Charges

All course fees are quoted in British pounds sterling. Prices displayed at the time of booking include value added tax at the prevailing UK rate unless otherwise stated. Additional charges may apply for optional extras such as printed course materials, extended access to recorded sessions or certification fees. These extras are itemised before payment is authorised. Currency conversion fees charged by your payment provider are your responsibility and are not included in our pricing.

Accepted Payment Methods, Authorisation and Security

We accept major credit and debit cards, bank transfers and approved digital wallets. Payment is authorised at the point of booking through secure third-party processors that comply with UK payment standards. Card details are not stored on our systems. Authorisation confirms sufficient funds and may place a temporary hold on your account. All transactions are encrypted to protect your financial information in line with current UK data protection expectations.

Order Confirmation and Contract Formation

Upon successful payment you will receive an email confirmation detailing the course dates, location or access instructions, and total amount paid. A binding contract is formed when we send this confirmation. Until then either party may cancel without penalty. The confirmation email constitutes acceptance of your booking request.

Cancellation Rights and Applicable Periods

Under UK consumer law you generally have fourteen days from the date of booking to cancel a distance contract without giving a reason. This right does not apply once the course has begun or once digital content has been accessed. For courses starting within the fourteen-day period you must expressly agree to waive the cooling-off right. Cancellations must be notified in writing to [email protected].

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available only where cancellation occurs within the permitted period and before course commencement. No refund is given if you have started the course, downloaded materials, or attended any live sessions. Promotional discounts and gift vouchers are non-refundable. Failure to attend without prior cancellation also forfeits the fee. Special rules apply to subscriptions and multi-session programmes where partial attendance may result in pro-rata adjustments at our discretion.

Procedure to Request a Refund

To request a refund send an email to [email protected] including your booking reference, full name, course title and the reason for cancellation. You must also provide bank details for the refund transfer. Requests received outside business hours are processed on the next working day. We acknowledge receipt within two working days and may request further information if needed.

Inspection, Approval, Rejection and Notification

Each refund request is reviewed against the policy criteria. We aim to complete the review within ten working days. You will be notified by email of approval or rejection together with the reasons for any refusal. Approved refunds proceed to processing; rejected requests may be appealed once with additional supporting evidence.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are returned to the original payment method. Credit or debit card refunds typically appear within five to ten working days depending on your bank. Bank transfers are completed within seven working days. We are not responsible for delays caused by your financial institution. A confirmation email is sent once the refund has been issued.

Special Rules for Digital Content, Subscriptions, Services and Promotional Offers

Digital course recordings and downloadable resources are considered digital content. Once access is granted or download begins the right to cancel is lost. Subscription-based access to ongoing modules follows the same rule after the first session. Promotional offers such as early-bird pricing are subject to the same cancellation windows but may carry additional terms stated at purchase. Services that have been performed cannot be refunded even within the cooling-off period.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

If a payment fails you will be notified and given the opportunity to retry with another method. Duplicate charges are investigated and automatically refunded once verified. Chargebacks are treated as cancellations and may result in course access being suspended pending resolution. Suspected fraudulent activity leads to immediate account review and possible referral to law enforcement. We reserve the right to withhold refunds in cases of proven fraud.

Mandatory Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or UK GDPR and Data Protection Act 2018. You remain entitled to services of satisfactory quality, as described and fit for purpose. If a course fails to meet these standards you may be entitled to a repair, replacement or price reduction regardless of the time limits above. Contact [email protected] to discuss any concerns.

Contact Route, Policy Changes and Last-Updated Date

For questions about this policy or to make a request please write to [email protected] or use the contact form on our website. We may update the policy from time to time to reflect changes in law or business practice. The current version is always available on our site 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.