Payment and Refund Policy
Last updated: 5 October 2026
Scope of the Policy and Services Covered
This Payment and Refund Policy applies to all commercial transactions conducted through coveragro for professional media feed services including 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 bookings for live signal services, subscription access to distribution platforms, one-off camera operation contracts, and related technical support packages purchased by customers in the United Kingdom.
Prices, Currencies, Taxes and Additional Charges
All prices are quoted in British Pounds Sterling. Value Added Tax at the prevailing UK rate is included in displayed prices unless otherwise stated. Additional charges may apply for custom signal routing, extended broadcast hours, international bandwidth uplinks, or specialised equipment hire. These are itemised before payment is authorised. Currency conversion fees are the responsibility of the customer when using non-sterling payment methods.
Accepted Payment Methods, Authorisation and Security
We accept major credit and debit cards, bank transfers, and approved digital wallets. Payment is authorised at the time of booking. All transactions are processed through secure third-party gateways that comply with UK data protection standards. Card details are never stored on our systems. Authorisation holds may appear on statements for up to seven days while verification completes.
Order Confirmation, Contract Formation and Service Delivery
A binding contract is formed when we send written confirmation by email following receipt of payment. Service commencement occurs on the scheduled broadcast date or upon activation of digital access credentials. Customers receive detailed technical specifications and access instructions within 48 hours of confirmation.
Cancellation Rights and Applicable Periods
Under the Consumer Contracts Regulations 2013 customers have 14 days from the date of contract formation to cancel without reason. For live broadcast services scheduled within this period cancellation may only occur up to 72 hours before the event. Digital content and live feeds that have begun are excluded from the cooling-off period once performance has started with customer consent.
Refund Eligibility, Exclusions and Non-Refundable Items
Refunds are available for cancellations made within permitted periods or where services are not provided due to our fault. Non-refundable items include custom technical setups already completed, promotional packages, and services consumed in full. Partial refunds may be issued for unused portions of multi-day contracts subject to administrative review.
Step-by-Step Procedure to Request a Refund
To request a refund submit a written application via the contact form on our website or by emailing [email protected]. Include your order reference, date of transaction, description of the service, and reason for the request. Supporting evidence such as confirmation emails should be attached. Requests must be made within 30 days of the original transaction or service date.
Inspection, Approval, Rejection and Notification
Each request is reviewed within ten working days. We assess compliance with eligibility criteria and may request further information. Approval or rejection is notified by email. Approved refunds are processed promptly while rejected claims include a clear explanation and any available alternatives such as credit towards future services.
Refund Method, Processing Time and Receipt of Funds
Refunds are returned using the original payment method. Processing typically completes within five to ten working days although bank transfer refunds may take up to fourteen days. Customers receive confirmation once the refund has been initiated. Any currency conversion differences are borne by the customer.
Special Rules for Digital Content, Subscriptions and Promotional Offers
Digital access to live feeds and archived content is non-refundable once streaming has commenced. Subscription services may be cancelled at the end of the current billing cycle with no further charges. Promotional offers are subject to their own terms and generally exclude refunds once redeemed unless the service is defective.
Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud
Failed payments must be resolved within seven days to maintain the booking. Duplicate charges are investigated and corrected within five working days upon notification. Chargeback requests are treated as disputes and may result in service suspension pending resolution. Suspected fraudulent activity leads to immediate account review and possible referral to authorities while complying with UK GDPR and PECR requirements.
Mandatory Consumer Rights in the United Kingdom
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or UK GDPR. Where services are not of satisfactory quality or as described you retain the right to repair, replacement or refund regardless of this policy. Disputes may be referred to alternative dispute resolution or the courts of England and Wales.
Contact Route, Policy Changes and Last Updated Date
For questions about this policy contact us using the details on our Contacts page or via [email protected]. We may update this policy to reflect changes in law or business practice. Continued use of services after updates constitutes acceptance. The current version was last revised on 5 October 2026. Previous versions are available on request.