Payment and Refund Policy
Last updated: 06 October 2026.
Scope of the Policy and Services Covered
This Payment and Refund Policy applies to all services offered by famelinksry, 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 bookings for one-off productions, ongoing service agreements, and any related technical support or distribution packages purchased through our commercial website. The policy governs transactions with customers located in the United Kingdom and explains how payments are processed, when contracts are formed, and under what circumstances refunds or cancellations may be granted. It does not extend to third-party services or content that customers may access through our feeds.
Prices, Currencies, Taxes and Additional Charges
All prices on our website are quoted in British Pounds Sterling (GBP) and include value added tax at the prevailing UK rate unless otherwise stated. Additional charges may apply for overtime camera work, extended live signal transmission, custom content distribution routing, or premium bandwidth allocation. These extras are confirmed in writing before any contract is finalised. Currency conversion fees or bank charges incurred by the customer are the customer's responsibility and are not reimbursed by famelinksry.
Accepted Payment Methods, Authorisation and Security
We accept payment by major credit and debit cards, bank transfer, and approved business invoicing arrangements. Card payments are authorised through secure third-party gateways that comply with UK payment industry standards. Authorisation occurs at the time of booking, with funds held until the service is delivered or the cancellation window expires. famelinksry does not store card details. All transactions are protected by encryption and monitored for fraud in line with UK financial regulations.
Order Confirmation and Contract Formation
A contract is formed only when we send written confirmation of your booking or service order, usually by email within two working days of receiving payment details. Until that confirmation is issued, no binding agreement exists. The confirmation will restate the services ordered, total price, expected delivery dates, and any special conditions. Customers should review this confirmation carefully and notify us immediately of any discrepancies.
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. For services that begin before the end of this period, cancellation rights may be lost once performance has started with the customer's agreement. Business customers do not receive the same statutory cooling-off rights. Any cancellation must be submitted in writing to [email protected] and include the order reference number.
Refund Eligibility, Exclusions and Non-Refundable Items
Refunds are available where services have not yet commenced or where a material failure on our part prevents delivery. Non-refundable items include deposits for reserved broadcast slots, custom camera rigging that cannot be reused, and any promotional or discounted packages where the discount was conditional on full payment. Digital content such as recorded feed archives or proprietary distribution logs is non-refundable once downloaded or accessed.
Step-by-Step Procedure to Request a Refund
To request a refund, email [email protected] with the subject line Refund Request followed by your order number. Include your full name, contact telephone number, the date of the original transaction, a clear description of the issue, and any supporting evidence such as photographs or technical logs. Requests must be made within 30 days of the service date or within the statutory period, whichever is longer. Incomplete requests will be returned for additional information.
Inspection, Approval, Rejection and Notification
Upon receipt of a complete request, famelinksry will acknowledge it within three working days. Our technical and finance teams will inspect the claim, which may involve reviewing service logs, contacting the customer for clarification, or consulting third-party transmission providers. A decision will be communicated in writing within 14 days. Approved refunds will state the amount and expected processing timeline; rejected claims will include the reasons and any available appeal route.
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 on statements within five to ten working days, although some banks may take longer. Bank transfers are processed within seven working days. If a refund cannot be returned to the original method, an alternative arrangement will be discussed with the customer. famelinksry is not responsible for delays caused by the customer's bank or payment provider.
Special Rules for Digital Content, Subscriptions and Promotional Offers
Subscriptions for continuous feed services are billed monthly in advance and may be cancelled with 30 days' notice. Partial-month refunds are not provided. Promotional offers carry their own terms stated at the time of purchase; early termination of a discounted multi-month package may result in repayment of the discount amount. Digital content delivered electronically is considered supplied once the download link is activated, after which the right to cancel is lost.
Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud
Failed payments must be resolved within seven days to keep the booking active. Duplicate charges detected by our system are automatically investigated and credited back. Customers who initiate chargebacks without first contacting us may have future bookings refused. Any suspected fraudulent activity will be reported to the relevant UK authorities and may lead to immediate suspension of services.
Mandatory Consumer Rights That Cannot Be Excluded
Nothing in this policy affects the statutory rights of UK consumers under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or UK GDPR and the Data Protection Act 2018. These rights include the right to receive services with reasonable care and skill, the right to a refund for services not provided as described, and the right to complain to the relevant ombudsman or regulator if a dispute cannot be resolved directly.
Contact Route, Policy Changes and Final Provisions
For questions about this policy or to submit any request, please use the contact form on our Contacts page or email [email protected]. Telephone enquiries can be made on 01483 234344. Written correspondence should be sent to 6 Union Court, 20-22 Union Road, London, SW4 6JP, United Kingdom. We may update this policy from time to time to reflect changes in law or business practice. The version published on the website at the time of booking will apply to that transaction. Continued use of our services after changes constitutes acceptance of the updated terms.