Payment and Refund Policy

Last updated: 05 November 2026

Scope of the Policy and the Services Covered

This Payment and Refund Policy applies to all commercial transactions conducted through the website operated by informexa. The policy covers professional services related to media feeds 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 extends to all bookings for live production support, signal transmission arrangements and any associated consultancy or technical assistance purchased directly from the site. The policy does not apply to third-party platforms or resellers unless explicitly stated in a separate written agreement.

Prices, Currencies, Taxes and Additional Charges

All prices displayed on the website are quoted in British Pounds Sterling unless otherwise indicated. Prices are inclusive of value added tax at the prevailing UK rate where applicable. Any additional charges such as bank transfer fees, currency conversion costs or premium delivery options for physical media will be clearly shown before payment is authorised. informexa reserves the right to adjust prices to reflect changes in supplier costs or regulatory requirements but will honour the price quoted at the time a booking is confirmed.

Accepted Payment Methods, Authorisation and Security

Payments may be made using major credit and debit cards, bank transfers and approved digital wallets. All card transactions are processed through secure payment gateways that comply with PCI DSS standards. Authorisation is obtained immediately upon submission of payment details. informexa does not store full card numbers or security codes. Customers receive an automated confirmation once funds have been successfully authorised.

Order Confirmation and Contract Formation

A binding contract is formed when informexa sends written confirmation of acceptance following receipt of a completed booking request and cleared payment. Until such confirmation is issued the service remains subject to availability and the company may decline any booking without liability. Confirmation emails contain full details of the agreed service dates, scope and payment summary.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations 2013 UK customers have a 14-day cooling-off period from the date the contract is concluded during which they may cancel without giving a reason. For services that have already commenced with the customer’s express consent the right to cancel may be limited. Subscriptions and recurring service packages may be cancelled with 30 days’ written notice after the initial term.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available where cancellation occurs within the statutory cooling-off period or where the service cannot be delivered due to circumstances within informexa’s control. Non-refundable items include any portion of the service already performed, bespoke technical setups, travel or equipment hire costs incurred on the customer’s behalf and promotional or discounted packages where the terms explicitly state non-refundable status.

Step-by-Step Procedure to Request a Refund

To request a refund the customer must submit a written request via the contact form on the site or by email to [email protected]. The request should include the booking reference number, date of purchase, description of the service and the reason for cancellation. Supporting documentation such as bank statements may be requested to verify the original payment method.

Inspection, Approval, Rejection and Notification

Upon receipt of a complete refund request informexa will acknowledge it within five working days. The request will be reviewed against the eligibility criteria set out in this policy. Customers will be notified of the decision by email within ten working days. If rejected the notification will explain the specific reasons and any available alternatives such as rescheduling.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are issued to the original payment method. Credit and debit card refunds typically appear on the customer’s statement within five to ten working days although processing times may vary by card issuer. Bank transfer refunds are completed within seven working days. informexa will provide a reference number for tracking purposes.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Digital downloads or access to recorded media feeds are non-refundable once the download has commenced or access credentials have been provided. Subscription services may be paused or downgraded but partial refunds for unused periods are not provided except where required by law. Promotional offers are subject to their own terms and generally exclude refunds once the promotional period has begun.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

In the event of a failed payment the booking will be placed on hold until successful authorisation is obtained. Duplicate charges will be investigated and refunded automatically within seven working days. Chargeback requests are treated as refund requests and will be assessed under the same criteria. Suspected fraudulent activity may result in immediate account suspension and reporting to relevant authorities.

Mandatory Consumer Rights That Cannot Be Excluded

Nothing in this policy affects the statutory rights of consumers under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or the Consumer Protection from Unfair Trading Regulations 2008. These rights include the right to receive services with reasonable care and skill, to cancel within the cooling-off period and to claim remedies for faulty performance.

Contact Route, Policy Changes and Last-Updated Date

Any questions regarding this policy should be directed to [email protected] or 0800 679 060. informexa may update this policy from time to time to reflect changes in law or business practices. The current version will always be available on the website and the date of the most recent update will be displayed at the top of the page. Continued use of the site after an update constitutes acceptance of the revised terms.