Payment and Refund Policy

Last updated: 23 September 2026

Scope of the Policy and the Products or Services It Covers

This Payment and Refund Policy applies to all commercial services provided by primestepza, including professional video operation, live signal management, content distribution, camera work, and the creation of reliable high-quality feeds for news programs and television broadcasting. It covers bookings for live feeds, ongoing service contracts, one-off video operations, and related technical support. The policy does not extend to any third-party content or external platforms used in conjunction with our services.

Prices, Currencies, Taxes, and Any Additional Charges

All prices are quoted in British Pounds Sterling (GBP) unless otherwise agreed in writing. Prices are exclusive of Value Added Tax (VAT) at the prevailing UK rate, which will be added at checkout where applicable. Additional charges may include overtime fees for extended live broadcasts, equipment hire, travel expenses for on-site camera work, and bandwidth surcharges for high-volume signal distribution. Customers will receive a full breakdown of any extras before final confirmation.

Accepted Payment Methods, Payment Authorisation, and Payment Security

We accept bank transfers, major credit and debit cards, and approved business invoicing. Payments are authorised at the time of booking or order confirmation. All card transactions are processed through secure, PCI-DSS compliant gateways to protect customer data in line with UK GDPR and the Data Protection Act 2018. primestepza does not store full card details on its systems.

Order, Booking, or Service Confirmation and When a Contract Is Formed

A contract is formed when we issue written confirmation of your booking or order, following receipt of full payment or a valid purchase order. For live signal services, confirmation includes agreed start times, technical specifications, and delivery parameters. No binding obligation arises until this confirmation is sent.

Cancellation Rights and Applicable Cancellation Periods

Under the Consumer Contracts Regulations 2013, consumers have a 14-day cooling-off period for distance contracts. Cancellations must be notified in writing. For business customers and time-sensitive broadcasting services, shorter notice periods apply as detailed in individual service agreements. Cancellations within 48 hours of a scheduled live feed may incur full charges.

Refund Eligibility, Exclusions, and Non-Refundable Items or Services

Refunds are available for services not yet commenced where cancellation rights apply. Non-refundable items include deposits for custom camera setups, pre-paid signal distribution packages, and any work already performed such as initial content encoding or live testing. Promotional offers and discounted multi-event packages are generally non-refundable once the first service has begun.

The Step-by-Step Procedure and Information Required to Request a Refund

To request a refund, contact us via the form on our Contacts page or email [email protected]. Provide your order reference, date of service, reason for cancellation, and bank details for refund processing. Requests must be submitted within the applicable time limits. We will acknowledge receipt within two working days.

Inspection, Approval, Rejection, and Notification of the Refund Decision

Our team reviews each request against service records and contract terms. You will be notified of approval or rejection within 10 working days, with reasons provided for any refusal. Approved refunds are processed without further action on your part.

Refund Method, Processing Time, and When Funds Should Reach the Customer

Refunds are issued via the original payment method or bank transfer. Processing takes up to 14 working days after approval, though bank transfers may appear in your account sooner. For card payments, the refund will reflect on your statement within one billing cycle.

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

Digital feeds and live signal services are treated as digital content. Once transmission has started, the right to cancel is lost. Subscriptions for ongoing content distribution require 30 days' notice for termination. Promotional bundles cannot be partially refunded after any element has been delivered.

Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud

Failed payments must be resolved within seven days or the booking may be cancelled. Duplicate charges will be refunded automatically upon detection. Chargebacks are investigated and may result in service suspension. Suspected fraudulent activity leads to immediate account review and reporting to relevant UK authorities where necessary.

Mandatory Consumer Rights in the Target Country That the Policy Cannot Exclude

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, including the right to services of reasonable quality and the right to a refund for services not performed with reasonable care and skill. UK consumers retain all protections under the Consumer Protection from Unfair Trading Regulations 2008.

Contact Route, Policy Changes, and Last-Updated Date

For queries, use the contact form on our Contacts page or reach [email protected] and +44 20 3314 5000. 5 Longwalk Road, Stockley Park, Uxbridge, UB11 1FE, United Kingdom serves as our registered address for formal notices. We may update this policy to reflect changes in UK law; the current version is always available on our website. This policy was last updated on 23 September 2026.