Payment and Refund Policy

Last updated: 06 November 2026

Scope of the Policy and Covered Services

This Payment and Refund Policy applies to all purchases of digital courses, subscriptions, and related professional resources offered through infoeldra. These resources focus on studio production in motion, including studio equipment setup, dynamic camera operation, lighting and sound waves, and workflows for television news and live shows. The policy covers transactions made by consumers and businesses located in the United Kingdom and governs the sale of access to online learning materials, video modules, and workflow templates. It does not extend to physical goods or in-person training sessions unless explicitly stated at the time of purchase.

Prices, Currencies, Taxes and Additional Charges

All prices are displayed in British Pounds Sterling (GBP) and include value added tax at the prevailing UK rate where applicable. Additional charges may arise for currency conversion fees imposed by your payment provider or for optional add-ons such as extended access periods or personalised feedback sessions. infoeldra reserves the right to adjust prices for new purchases; existing subscriptions remain at the rate agreed upon at the start of the billing cycle. Tax exemptions or zero-rating apply only where supported by valid UK VAT documentation supplied by the purchaser before checkout.

Payment Methods, Authorisation and Security

Accepted payment methods include major credit and debit cards, direct bank transfers via BACS, and approved digital wallets. Payment is authorised at the point of order placement through secure third-party processors that comply with PCI DSS standards. infoeldra does not store full card details. Authorisation confirms sufficient funds and may place a temporary hold on your account. Any suspected irregularities trigger additional verification steps before processing continues.

Order Confirmation and Contract Formation

Upon successful payment, you receive an order confirmation email containing details of the purchased course or subscription. The contract is formed when this confirmation is sent, subject to the terms outlined here and in the separate terms of service. Access credentials are issued within one business day, granting immediate entry to the digital content library unless a scheduled start date has been selected.

Cancellation Rights and Applicable Periods

Under UK consumer law you have a 14-day cooling-off period from the date of contract formation during which you may cancel without providing a reason. For digital content, this right is lost once download or streaming begins if you have expressly consented to immediate access and acknowledged that the right will be lost. Subscriptions may be cancelled at any time after the initial period, with access continuing until the end of the paid billing cycle.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available for cancellations within the 14-day period where access has not yet commenced. Once content has been streamed or downloaded, refunds are not provided except in cases of proven technical failure on our side. Promotional or discounted bundles, gift vouchers, and completed live workshop recordings are non-refundable. Subscriptions paused or downgraded mid-cycle do not qualify for pro-rata refunds.

Step-by-Step Procedure to Request a Refund

To request a refund, email [email protected] with your order number, full name, and a clear statement of the reason. Include any relevant screenshots of access issues. Requests must be submitted within the applicable cancellation window. You will receive an acknowledgement within two business days confirming receipt and outlining next steps.

Inspection, Approval, Rejection and Notification

Our team reviews each request within five business days, verifying purchase records and access logs. Approval results in an email confirmation; rejection includes a written explanation referencing the relevant policy clause. You may appeal a rejection once by providing additional supporting information within seven days of notification.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are returned via the original payment method. Credit and debit card refunds typically appear within five to ten business days, while bank transfers may take up to fourteen days depending on your provider. Digital wallet refunds follow the processor’s standard timeline. No cash refunds are issued.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Digital courses are supplied immediately upon confirmation. By proceeding with purchase you agree that the 14-day cancellation right ends upon first access. Subscriptions renew automatically unless cancelled before the renewal date. Promotional offers such as free trial months convert to paid plans automatically; cancellation during the trial avoids charges. Content updates during a subscription period are included at no extra cost.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

Failed payments result in access suspension after two retry attempts. Duplicate charges are investigated and refunded within ten business days upon notification. Chargebacks are treated as cancellations and may lead to permanent account restrictions. Suspected fraudulent activity triggers immediate account hold and referral to payment providers and, where necessary, law enforcement.

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 and the Data Protection Act 2018. You retain the right to claim for faulty digital content or services that do not conform to the description provided at purchase. Any attempt to exclude these rights is void.

Contact Route, Policy Changes and Last-Updated Date

For questions regarding this policy contact [email protected] or +44 (0) 300 111 4123. Written correspondence may be sent to Fawley House, 2 Regatta Place, Marlow Road, Bourne End, Buckinghamshire SL8 5TD. infoeldra may update this policy to reflect changes in law or business practice; the current version date appears at the top of the page. Continued use of the site after updates constitutes acceptance of the revised terms.