Payment and Refund Policy

Last updated: 30 September 2026

Scope of the Policy and the Services It Covers

This policy applies to all payments made for services provided by journotrix, including 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 covers commercial contracts entered into via our website by customers in the United Kingdom and explains how payments are processed, when contracts are formed, and under what circumstances refunds may be issued. The policy does not apply to services provided under separate bespoke agreements negotiated directly with clients outside the website booking system.

Prices, Currencies, Taxes and Additional Charges

All prices displayed on the website are quoted in British Pounds Sterling (GBP) and are inclusive of value added tax (VAT) at the prevailing UK rate unless otherwise stated. Additional charges may apply for custom requirements such as extended broadcast hours, specialised equipment hire or expedited delivery of deliverables. These charges will be clearly itemised before payment is authorised. Currency conversion fees charged by your payment provider are your responsibility and are not included in the displayed price.

Accepted Payment Methods, Authorisation and Security

We accept payment by major credit and debit cards, bank transfer and approved digital wallets. All card payments are processed through a secure third-party payment gateway that complies with PCI DSS requirements. Payment is authorised at the time of booking or order placement. Authorisation does not constitute acceptance of your order; we reserve the right to decline any booking for operational or security reasons. We do not store full card details on our systems.

Order Confirmation and Formation of Contract

A binding contract is formed only when we send you written confirmation by email acknowledging receipt of payment and acceptance of your booking. Until that confirmation is issued, no contract exists and any payment received will be treated as a holding deposit that may be refunded if the booking is not accepted. The confirmation email will detail the services booked, the agreed price and the scheduled delivery dates.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations 2013 you have the right to cancel most distance contracts within 14 days of the contract being concluded, provided the service has not yet commenced. For live broadcast or time-sensitive services that must begin within this cooling-off period, you expressly agree that the service may start immediately and you therefore lose the right to cancel once performance has begun. 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, where services have not been delivered, or where we are unable to fulfil the booking due to circumstances within our control. Services already performed, deposits for reserved broadcast slots, and any custom equipment or third-party licences procured specifically for your project are non-refundable. Promotional or discounted bookings may carry additional restrictions that will be stated at the time of purchase.

Step-by-Step Procedure to Request a Refund

To request a refund you must email [email protected] with your order reference, the date of the original booking, a clear statement of the reason for the request, and any supporting evidence such as screenshots of service failure. Requests received by post to Millbank Tower, 21-24 Millbank, London, SW1P 4QP will also be accepted but may take longer to process. You should retain proof of sending your request.

Inspection, Approval, Rejection and Notification of the Refund Decision

Upon receipt of a complete request we will acknowledge it within five working days. Our team will review the circumstances against this policy and applicable law. You will be notified of the decision by email within 14 days. If the request is rejected we will explain the specific reasons and outline any options for appeal or alternative resolution.

Refund Method, Processing Time and Receipt of Funds

Approved refunds will be returned using the original payment method wherever possible. Processing typically takes between five and ten working days after approval, although bank transfer refunds may require additional verification. You will receive confirmation once the refund has been issued. Please allow up to 30 days for the funds to appear in your account depending on your payment provider.

Special Rules for Digital Content, Subscriptions and Services

Where services include digital deliverables such as recorded feeds or access to content libraries, you acknowledge that once download or streaming has commenced the right to cancel may be lost. Subscription services are billed in advance and are non-refundable for the current billing period except where required by law. Promotional offers are subject to their own terms and may exclude refund eligibility beyond the statutory minimum.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

If a payment fails we will attempt to notify you and may hold the booking for a short period to allow an alternative payment method to be supplied. Duplicate charges will be investigated and any overpayment refunded automatically. Chargebacks or suspected fraudulent activity will be reported to the relevant authorities and may result in immediate suspension of services and retention of records for legal purposes. We reserve the right to recover costs incurred in defending unjustified chargebacks.

Mandatory Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or UK GDPR and the Data Protection Act 2018. These rights cannot be excluded or limited by contract. If any provision of this policy is found to conflict with mandatory law, the conflicting provision shall be interpreted to give maximum effect to your legal protections.

Contact Route, Policy Changes and Last Updated Date

For questions about this policy or to exercise any rights please contact us via the form on our Contacts page or by emailing [email protected]. We may update this policy from time to time to reflect changes in law or business practice. The current version will always be available on our website and the date of the latest revision will be displayed at the top of the page. Continued use of the site after changes constitutes acceptance of the revised terms.