Payment and Refund Policy

Last updated: 19 September 2026

Scope of the Policy and Services Covered

This Payment and Refund Policy applies to all bookings and purchases made through celebwatchvo for our professional media feed services. These services include professional video operation, live signal management, content distribution, camera work, and the creation of reliable high-quality feeds for news programmes and television broadcasting. The policy covers both one-off service engagements and any recurring arrangements where applicable. It governs transactions for clients based in the United Kingdom and explains how payments are processed, when contracts are formed, and the circumstances under which refunds or cancellations may be granted. All services are delivered digitally or on-site as agreed, and this document sets out the practical steps customers must follow to manage their orders.

Prices, Currencies, Taxes and Additional Charges

All prices displayed on our platform are quoted in British Pounds Sterling unless otherwise stated. Prices are inclusive of Value Added Tax at the prevailing UK rate where applicable. Any additional charges such as travel expenses for on-location camera work, specialised equipment hire, or overtime for extended live signal management will be clearly itemised before payment is authorised. Customers are responsible for any bank or currency conversion fees if paying from outside the UK. We reserve the right to adjust prices for future bookings, but confirmed orders will be honoured at the rate agreed at the time of contract formation.

Accepted Payment Methods, Authorisation and Security

We accept major credit and debit cards, bank transfers, and approved business invoicing arrangements. Payment is authorised at the point of booking confirmation. All card transactions are processed through secure third-party gateways that comply with UK data protection standards including the Data Protection Act 2018 and UK GDPR. We do not store full card details on our systems. Authorisation holds may appear on customer statements until the transaction is completed or released. Customers should ensure sufficient funds are available to avoid declined payments that could delay service commencement.

Order Confirmation and Contract Formation

A binding contract is formed once we send written confirmation of your booking following receipt of payment or a valid purchase order. This confirmation email outlines the specific services, dates, deliverables such as live feeds or recorded content, and any special requirements. Until this confirmation is issued, no contract exists and either party may withdraw without penalty. Customers are advised to review all details carefully before proceeding to payment.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations 2013, consumers in the United Kingdom generally have a 14-day cooling-off period to cancel distance contracts. However, for services that begin within this period with your express consent, the right to cancel may be lost once performance has started. For time-sensitive broadcasting services such as live signal management, cancellation outside the cooling-off period is subject to our discretion and may incur charges based on work already undertaken. Professional clients contracting in a business capacity have no statutory cooling-off right.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available where services have not been delivered or where we are unable to fulfil the booking due to circumstances within our control. Non-refundable items include deposits paid for reserved crew time, custom content distribution setups, and any services already partially performed such as initial camera work or signal testing. Promotional offers and discounted packages are generally non-refundable once accepted. Digital content such as pre-recorded feeds or archived material is non-refundable after download or access has been granted.

Step-by-Step Procedure to Request a Refund

To request a refund, customers must submit a written request via the contact form on our Contacts page or by emailing [email protected]. The request should include the original booking reference, date of service, amount paid, and a clear explanation of the reason for the refund. Supporting documentation such as proof of payment may be required. Requests must be made within 30 days of the scheduled service date or within the statutory cooling-off period where applicable.

Inspection, Approval, Rejection and Notification

Upon receipt of a refund request, our team will review the details within 10 working days. We may request additional information or clarification. Approved refunds will be notified by email, stating the amount and expected processing timeline. Rejected requests will include reasons and any available alternatives such as rescheduling. Customers may appeal a rejection by providing further evidence within seven days of notification.

Refund Method, Processing Time and Receipt of Funds

Refunds are issued using the original payment method wherever possible. Credit or debit card refunds typically appear within five to ten working days, though bank processing times may vary. Bank transfer refunds are processed within seven working days. We will provide a confirmation once the refund has been initiated. Customers should contact their bank if funds have not arrived within the expected timeframe.

Special Rules for Digital Content, Subscriptions and Services

Digital media feeds and live content are treated as digital content under UK consumer law. Once access is provided or performance begins, the right to cancel and receive a refund is limited. Subscriptions for ongoing signal management or content distribution services require 30 days' written notice for cancellation, after which any unused portion may be refunded on a pro-rata basis minus administrative costs. Promotional trial periods convert to paid subscriptions automatically unless cancelled before the trial ends.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

In the event of a failed payment, we will attempt to contact the customer to arrange an alternative method. Duplicate charges will be investigated and refunded promptly upon verification. Chargebacks or disputes must be raised through the payment provider, but we encourage direct contact first via [email protected] to resolve issues amicably. Suspected fraudulent activity may result in immediate cancellation of the booking and reporting to relevant authorities in line with UK regulations.

Mandatory Consumer Rights That Cannot Be Excluded

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or other applicable UK legislation. These rights include remedies for services not performed with reasonable care and skill, and the right to a refund where services are not as described. We cannot exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

Contact Route, Policy Changes and Last Updated Date

For questions about this policy or to discuss a specific booking, please use the contact form on our Contacts page or reach [email protected] or 020 3411 9981. Our address is Unit 42, Metropolitan Park, Halifax Road, London, UB6 8XU, United Kingdom. We may update this policy from time to time to reflect changes in law or business practices. The current version will always be available on our website with the last updated date displayed at the top. Continued use of our services after changes constitutes acceptance of the revised terms.