Payment and Refund Policy

Last updated: 29 October 2026

Scope of the Policy and Services Covered

This Payment and Refund Policy applies to all services provided by shineful, 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 covers commercial contracts entered into via our website for one-off projects, ongoing service agreements, and related media feed solutions targeted at clients in the United Kingdom.

Prices, Currencies, Taxes and Additional Charges

All prices are quoted in British Pounds Sterling (GBP) and are subject to the prevailing rate of Value Added Tax (VAT) at 20 per cent where applicable. Additional charges may include overtime fees for extended live broadcasts, equipment hire, travel expenses for on-site camera work, and bandwidth surcharges for high-volume content distribution. These are clearly itemised before any contract is confirmed.

Accepted Payment Methods, Authorisation and Security

We accept payment by major credit and debit cards, bank transfer and approved invoicing for established clients. All card payments are processed through secure third-party gateways that comply with PCI DSS standards. Authorisation is obtained at the time of booking, and funds are held until service commencement. shineful does not store card details.

Order Confirmation and Contract Formation

Upon submission of a service request, you will receive an automated acknowledgement. A binding contract is formed only when we issue a written confirmation email detailing the scope, price and schedule. Until that point, either party may withdraw without obligation.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations 2013, consumers in the United Kingdom have a 14-day cooling-off period from the date of contract formation to cancel without reason. For services that have already begun with your express consent, the right to cancel ends once performance starts. Business clients are bound by the specific terms agreed in the confirmation.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available where services have not yet commenced or where we fail to deliver as specified. Non-refundable items include custom camera setups already procured, deposits for live signal management bookings, and any digital content delivered in full. Promotional offers and discounted packages may carry separate non-refundable conditions stated at purchase.

Step-by-Step Procedure to Request a Refund

To request a refund, email [email protected] with your order reference, date of purchase, description of the service, and reason for cancellation. Include bank details if a transfer is preferred. Requests must be made within the applicable cancellation period.

Inspection, Approval, Rejection and Notification

Our team will acknowledge receipt within two working days and review the request against the contract terms. You will be notified of approval or rejection, with reasons, within ten working days. If additional information is required, the review period may extend accordingly.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are issued via the original payment method or bank transfer. Processing takes up to fourteen days from approval, after which funds typically reach your account within three to five working days depending on your provider.

Special Rules for Digital Content, Subscriptions and Services

Digital media feeds and live signal access are treated as digital content. Once delivery begins, cancellation rights are limited. Subscriptions for ongoing content distribution may be paused with thirty days' notice but are non-refundable for periods already used.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

Failed payments must be resolved within seven days to maintain service continuity. Duplicate charges are investigated and refunded automatically where verified. Chargebacks are treated as cancellations and may result in service suspension. Suspected fraudulent activity leads to immediate account review and potential reporting to authorities.

Mandatory Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, UK GDPR, the Data Protection Act 2018 or the Payment Services Regulations 2017. These rights cannot be excluded by contract.

Contact Route, Policy Changes and Last-Updated Date

For queries contact us via the form on our Contacts page, by email to [email protected], by telephone on +44 7575 701535 or in writing to Holmbush Road, Putney, London SW15 3LE, United Kingdom. We may update this policy to reflect legal changes; the current version date appears at the top of the page. Continued use of services after updates constitutes acceptance of the revised terms.