Payment and Refund Policy

Last updated: 6 November 2026

Scope of the Policy and Services Covered

This Payment and Refund Policy applies to all purchases of courses, training programmes, live signal management workshops, content distribution sessions, camera operation modules and related professional media services offered through penrafta. It covers both one-time course enrolments and ongoing subscription access to our central hub for media feeds. The policy explains how payments are processed, when refunds may be available and the steps consumers must follow. It applies to customers located in the United Kingdom and is drafted in accordance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and UK GDPR.

Prices, Currencies, Taxes and Additional Charges

All prices are quoted in British Pounds Sterling (GBP) and include value added tax (VAT) at the prevailing rate unless otherwise stated. Any applicable taxes are calculated and displayed at checkout. Additional charges may arise for optional extras such as extended access periods, personalised feedback sessions or physical course materials. These extras are clearly identified before payment is authorised. penrafta reserves the right to adjust prices for future enrolments; existing bookings remain at the price confirmed at the time of purchase.

Accepted Payment Methods, Authorisation and Security

We accept major credit and debit cards, PayPal and bank transfers for course fees. Payment is authorised at the point of booking or enrolment. All transactions are processed through secure third-party payment gateways that comply with PCI DSS standards. penrafta does not store full card details. Authorisation confirms that sufficient funds are available; actual settlement occurs once the order or booking is confirmed. In the event of a payment failure, you will be notified immediately and given the opportunity to retry or select an alternative method.

Order Confirmation and Formation of Contract

A binding contract is formed when we send you a written confirmation email after receiving your payment and enrolment details. This confirmation summarises the course or service purchased, the price paid, the start date where applicable and your cancellation rights. Until this confirmation is issued, no contract exists and any payment received will be treated as an authorisation only. For live services such as signal management or broadcasting feeds, the contract is confirmed once the specific session slot is allocated.

Cancellation Rights and Applicable Periods

Under UK law you have a 14-day cooling-off period from the date of contract formation during which you may cancel without giving a reason. This right does not apply once digital content has been downloaded or streamed, or once a live service has begun with your consent. For subscription-based access, you may cancel future billing periods at any time via your account dashboard, but refunds for partially used periods are governed by the eligibility rules below. To exercise cancellation rights, contact us using the details at the end of this policy.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available within the 14-day cooling-off period provided no substantial digital content has been accessed and no live session has commenced. Courses that have been fully downloaded, streamed or completed are non-refundable. Promotional or discounted offers may carry separate terms that limit refunds. Non-refundable items include customised materials, third-party licences supplied as part of the course and any services already performed. If you change your mind after the cooling-off period, refunds are granted only at the discretion of penrafta and may be subject to an administration fee.

Step-by-Step Procedure to Request a Refund

To request a refund, email [email protected] with the subject line “Refund Request” and include your full name, order number, date of purchase and a brief explanation. You may also telephone 01483 234344 or write to 6 Union Court, 20-22 Union Road, London, SW4 6JP, United Kingdom. We will acknowledge receipt within two working days and provide a reference number. Please retain this reference for all further correspondence. Requests must be made within the applicable time limits set out above.

Inspection, Approval, Rejection and Notification

Upon receiving your request, penrafta will review the details against our records. You will be informed of the decision within ten working days. If approved, a refund confirmation email will be sent. If rejected, we will explain the reason and outline any appeal process. You may supply additional evidence within seven days of rejection if you believe an error has occurred.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are issued using the original payment method wherever possible. Credit or debit card refunds typically appear on your statement within five to ten working days, although some issuers may take longer. PayPal refunds are usually processed within three working days. Bank transfers may take up to seven working days. If the original method is unavailable, we will discuss an alternative with you. penrafta is not responsible for delays caused by your bank or payment provider.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Digital courses and live media feed services are treated as digital content under the Consumer Rights Act 2015. Once you begin accessing or downloading material, your cancellation rights are lost unless the content is faulty. Subscriptions renew automatically until cancelled. You may cancel recurring payments at any time, but no pro-rata refund is provided for the current billing cycle. Promotional offers such as free trial periods convert to paid subscriptions automatically unless cancelled before the trial ends.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

If a payment fails, access to the course or service will be suspended until a successful payment is received. Duplicate charges will be investigated and refunded promptly once verified. Chargeback requests are treated as refund requests and may result in suspension of your account pending investigation. Suspected fraudulent activity will be reported to the appropriate authorities and may lead to immediate account termination without refund.

Mandatory Consumer Rights

Nothing in this policy affects your statutory rights under UK law, including the right to receive services with reasonable care and skill and the right to a refund if services are not as described. If a course or service is faulty, you are entitled to a repair, replacement or refund regardless of the time limits stated above. These rights cannot be excluded by contract.

Contact Route, Policy Changes and Last-Updated Date

For questions about this policy or to make a complaint, please use the contact form on our Contacts page, email [email protected], telephone 01483 234344 or write to 6 Union Court, 20-22 Union Road, London, SW4 6JP, United Kingdom. This policy may be updated from time to time to reflect changes in law or our services. The current version will always be available on our website. The last updated date appears at the beginning of this document.