Payment and Refund Policy
Last updated: 10 October 2026
Scope of the Policy and the Products or Services It Covers
This Payment and Refund Policy applies to all purchases of courses and related services offered by lumenstarly through its website. The courses focus on specialised training in live production decks and control rooms, including multi-camera switching, live broadcasting techniques, real-time video operation, and professional management of television and streaming productions. It covers digital course access, live sessions, recorded materials, and any associated support services purchased by customers in the United Kingdom. The policy does not apply to in-person events or third-party products unless explicitly stated at the time of purchase.
Prices, Currencies, Taxes, and Any Additional Charges
All prices are displayed in British Pounds Sterling (GBP) and include value added tax (VAT) at the prevailing UK rate where applicable. Additional charges may include optional extras such as certification fees or extended access periods, which will be clearly shown before checkout. No hidden fees are applied, but currency conversion charges may occur if paying from a non-GBP account. Customers are responsible for any bank or payment processor fees incurred during the transaction.
Accepted Payment Methods, Payment Authorisation, and Payment Security
We accept major credit and debit cards, bank transfers, and approved digital wallets processed through secure third-party gateways. Payment is authorised at the time of order placement. All transactions are secured using industry-standard encryption and comply with UK data protection standards under the Data Protection Act 2018 and UK GDPR. lumenstarly does not store full card details on its systems.
Order, Booking, or Service Confirmation and When a Contract Is Formed
A contract is formed when you receive an order confirmation email following successful payment. This confirmation outlines the course details, access instructions, and your rights. Until this point, no binding agreement exists, and you may cancel without penalty if payment has not yet been processed.
Cancellation Rights and Applicable Cancellation Periods
Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from the date of purchase to cancel for a full refund, provided you have not started accessing digital course materials. If access has begun, cancellation rights may be limited. For live sessions, cancellation must occur at least 48 hours before the scheduled start to allow rescheduling options.
Refund Eligibility, Exclusions, and Non-Refundable Items or Services
Refunds are available for cancellations within the cooling-off period or if the service is defective. Exclusions apply to downloaded materials, completed live sessions, promotional bundles, or courses where significant content has been accessed. Non-refundable items include customised certificates and third-party software licences provided as part of the course.
The Step-by-Step Procedure and Information Required to Request a Refund
To request a refund, contact us via the form on our Contacts page or email [email protected]. Provide your order number, full name, contact details, and reason for the request. Include any supporting evidence such as screenshots of access issues. Requests must be submitted within the applicable time limits.
Inspection, Approval, Rejection, and Notification of the Refund Decision
Each request is reviewed within 10 working days. We assess eligibility based on the policy terms and usage data. You will receive notification of approval or rejection by email, including reasons if refused. Approved refunds are processed promptly; rejected requests include information on how to appeal or seek further assistance.
Refund Method, Processing Time, and When Funds Should Reach the Customer
Refunds are issued to the original payment method. Processing typically takes 5 to 14 working days, though bank processing may extend this to 30 days. You will be notified once the refund has been initiated. For bank transfers, additional verification may be required.
Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant
Digital course content is non-returnable once downloaded or streamed. Subscriptions renew automatically unless cancelled before the renewal date. Promotional offers are subject to their own terms and may not qualify for refunds if the discount was applied to non-refundable elements. Access to live production training materials ends upon cancellation or expiration.
Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud
Failed payments will result in order cancellation after two attempts. Duplicate charges are investigated and refunded automatically where confirmed. Chargebacks are treated as disputes and may lead to account suspension pending resolution. Suspected fraud triggers immediate account review and reporting to authorities as required under UK law.
Mandatory Consumer Rights in the Target Country That the Policy Cannot Exclude
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or UK GDPR. These include rights to goods and services of satisfactory quality, remedies for faulty digital content, and protections against unfair contract terms. We comply fully with the Payment Services Regulations 2017 for payment-related complaints.
Contact Route, Policy Changes, and Last-Updated Date
For queries, use the contact form on our Contacts page or reach [email protected] or 01494 671234. Beaconsfield Studios, Station Road, Beaconsfield, Buckinghamshire, HP9 1LG serves as our registered address. This policy may be updated periodically; changes take effect from the date of publication on the website. The current version is dated 10 October 2026. Continued use of the site after updates constitutes acceptance of the revised terms.