Payment and Refund Policy

Last updated: 18 October 2026

Scope of the Policy and the Services Covered

This Payment and Refund Policy applies to all payments made for services provided by newsflare. 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 bookings and any recurring arrangements where applicable. It governs transactions processed through our commercial website for customers located in the United Kingdom and does not extend to any unrelated activities.

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 the displayed prices unless otherwise stated. Any additional charges such as overtime fees for extended live feeds, equipment hire supplements or expedited delivery of physical materials will be clearly itemised before payment is authorised. Customers are responsible for any bank charges or currency conversion fees imposed by their own payment provider.

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. newsflare does not store full card details. Authorisation holds may appear on customer statements until the transaction is completed or released.

Order Confirmation and Contract Formation

A contract is formed when we send a written confirmation email following receipt of payment. This confirmation summarises the service details, dates, fees and any specific terms agreed. Until this confirmation is issued, no binding agreement exists. Customers should review the confirmation carefully and contact us immediately if any details appear incorrect.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations, customers have a 14-day cooling-off period for distance contracts. This right begins on the date the contract is formed. Cancellation within this period entitles the customer to a full refund, subject to the exclusions below. For services that have already commenced with customer consent, the cooling-off right may be lost proportionally to the work completed.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available for cancellations made before service commencement, minus any non-refundable deposits where specified. Once a live feed or broadcast service has begun, refunds are not available except in cases of our material failure. Promotional offers, customised packages and third-party licences are generally non-refundable. Digital deliverables such as recorded footage supplied after the event are excluded from refund once downloaded or accessed.

Step-by-Step Procedure to Request a Refund

To request a refund, customers must email [email protected] with the booking reference, date of service, reason for cancellation and supporting evidence where relevant. Requests should be submitted within the applicable time limits. We will acknowledge receipt within three working days and may ask for further information to process the claim.

Inspection, Approval, Rejection and Notification

Each refund request is reviewed by our team against the policy criteria. We aim to complete the inspection within ten working days. Customers receive written notification of the decision by email. If approved, the refund amount and expected timeline are stated. If rejected, clear reasons and any available alternatives are provided.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are issued using the original payment method. Processing typically takes five to ten working days after approval, though bank processing times may extend this to fourteen days. Customers should check their statements and contact their bank if funds have not appeared within the stated period.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Digital content such as recorded feeds or access links is non-refundable once delivered. Subscription services may be cancelled at the end of the current billing period. Promotional or discounted bookings follow the same cancellation windows but refunds are calculated on the amount actually paid rather than the full list price.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

Failed payments must be resolved before services commence. Duplicate charges will be investigated and corrected promptly. Chargebacks are treated as disputes and may lead to suspension of future bookings. Suspected fraudulent activity is reported to the relevant authorities and may result in immediate cancellation without refund.

Mandatory Consumer Rights That Cannot Be Excluded

Nothing in this policy affects statutory rights under the Consumer Rights Act 2015 or UK GDPR. Customers retain the right to claim for services not provided with reasonable care and skill. Any attempt to exclude these rights is void.

Contact Route, Policy Changes and Last Updated Date

For questions about this policy or to make a claim, contact [email protected] or 020 7432 5955. Written correspondence may also be sent to BT Tower, 60 Cleveland Street, London W1T 4JZ, United Kingdom. We may update this policy from time to time. The current version is always available on our website. This document was last updated on 18 October 2026.

Customers are encouraged to retain copies of all booking confirmations and communications for their records. Disputes may be referred to alternative dispute resolution schemes approved in the United Kingdom if direct resolution is not achieved.