Payment and Refund Policy

Last updated: 3 November 2026

Scope of this Policy

This Payment and Refund Policy applies to all services offered by sparklyx through our website. Our services centre on 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 every paid engagement including one-off productions, ongoing feed management contracts and subscription-based monitoring packages. It sets out the terms under which payments are taken, contracts are formed and refunds may be considered. It does not apply to free trials or non-commercial demonstrations.

Prices, Currencies, Taxes and Additional Charges

All prices are quoted in British pounds sterling. Where a service spans multiple territories we may display an indicative euro or US dollar figure, but the binding amount remains the sterling total. Value Added Tax at the prevailing UK rate is added at checkout unless the customer supplies valid evidence of zero-rating. Additional charges may arise for overtime crew hours, specialised equipment hire, satellite or fibre-link uplinks and expedited delivery of physical media. These extras are confirmed in writing before they are incurred. No hidden administration fees are applied to standard orders.

Accepted Payment Methods, Authorisation and Security

We accept payment by major credit and debit cards, bank transfer and approved business accounts. Card payments are processed through a PCI-DSS compliant gateway; card details are never stored on our servers. Authorisation is sought at the time of booking and the charge is taken once the contract is formed. Bank transfers must be received in cleared funds before service commencement unless credit terms have been agreed separately. All transactions employ industry-standard encryption and fraud-screening tools.

Order Confirmation and Contract Formation

A contract is formed when we send written confirmation of acceptance of your order, either by email or through the secure client portal. Until that confirmation is issued, any quotation remains an invitation to treat. Once confirmed, the start date, scope of work, deliverables and payment schedule become binding. For recurring services the first payment creates a rolling contract subject to the notice periods set out below.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations 2013, consumers based in the United Kingdom normally enjoy a 14-day cooling-off period from the date of contract formation. This right does not apply once performance has begun with the consumer’s prior express consent. Business customers contract under different terms and cancellation is governed by the specific service agreement. Where a consumer cancels within the cooling-off window before any work has started, a full refund of sums paid will be provided.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available where service delivery has not commenced, where a material defect in the feed or signal cannot be remedied, or where we cancel for reasons within our control. No refund is payable for cancellations made after the cooling-off period, for custom content already produced, for live transmissions that have taken place, or for subscriptions where the minimum term has not expired. Deposits paid to secure crew or transmission capacity are non-refundable once committed to third-party suppliers.

Step-by-Step Procedure to Request a Refund

To request a refund please contact us in writing using the details on our Contacts page, quoting your order reference, date of purchase and a clear explanation of the reason. You must supply any supporting evidence such as screen recordings of signal failure or correspondence with our project manager. Requests received outside office hours are logged on the next working day. We acknowledge every request within two business days.

Inspection, Approval, Rejection and Notification

Our technical and commercial teams review each request within five working days. We may request additional information or arrange a joint review of the delivered feed. If the claim is approved we issue a credit note or refund instruction. If rejected we provide a written explanation citing the relevant clause of this policy. You may appeal once by supplying further evidence within seven days of our decision.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are returned to the original payment method. Card refunds typically appear on statements within five to ten working days; bank transfers may take up to seven working days depending on your bank. International transfers can require additional time for intermediary banks. We do not charge any fee for processing refunds.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Digital feeds and live signals constitute digital content under the Consumer Rights Act 2015. Once you have downloaded or accessed a feed the right to cancel is lost unless the content was faulty. Subscription services renew automatically unless cancelled with the notice period stated in your agreement, usually thirty days. Promotional credits or bundled services carry no cash value and are forfeited on cancellation.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

If a payment fails we will notify you and may suspend service until cleared funds are received. Duplicate charges are investigated within forty-eight hours and any excess is refunded automatically. Chargebacks are treated as a cancellation request and may result in service termination and recovery of costs. Suspected fraudulent activity leads to immediate account suspension and referral to law enforcement where appropriate.

Mandatory Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or UK GDPR. If any term is found to be unenforceable the remaining provisions continue in full force.

Contact Route, Policy Changes and Last-Updated Date

For questions about payments or refunds please use the contact form on our Contacts page or write to bookings@nmedia.tv, Millbank Tower, 21-24 Millbank, London, SW1P 4QP or telephone +44 20 3925 3929. We may update this policy from time to time; the version published on the website at the date of your order governs your contract. The current version was last revised on 3 November 2026.