Payment and Refund Policy
Last updated: 18 September 2026
Scope of the policy and the products or services it covers
This Payment and Refund Policy applies to all purchases of digital resources, courses and related materials offered through velvetcueix. The resources focus on show production techniques including lighting timing, camera cues, audio preparation and smooth workflows for live programmes. It covers one-time purchases, subscriptions and access to online training modules. The policy governs transactions made by consumers and businesses located in the United Kingdom and explains how payments are processed and when refunds may be granted.
Prices, currencies, taxes and any additional charges
All prices are displayed in British pounds sterling. Prices include value added tax at the prevailing UK rate unless stated otherwise. No additional charges apply for standard access to digital materials. Where extended support or customised delivery is requested, any supplementary fees will be clearly shown before payment is authorised. Currency conversion fees charged by card issuers remain the responsibility of the purchaser.
Accepted payment methods, payment authorisation and payment security
Payments are accepted via major credit and debit cards together with approved electronic payment platforms. Authorisation occurs in real time through secure gateways that comply with Payment Card Industry Data Security Standards. velvetcueix does not store card details. All transactions use encryption to protect personal and financial information in accordance with UK GDPR and the Payment Services Regulations.
Order, booking or service confirmation and when a contract is formed
A contract is formed once payment has been successfully authorised and a confirmation email has been sent. The confirmation contains details of the purchased resource, access instructions and a summary of this policy. Digital content becomes available immediately after confirmation unless otherwise stated. The purchaser is responsible for ensuring the email address provided is accurate.
Cancellation rights and applicable cancellation periods
Under the Consumer Contracts Regulations 2013 consumers ordinarily have fourteen days from the date of purchase to cancel. Because the resources consist of digital content, the cancellation right ends once download or streaming access begins, provided the purchaser has given prior express consent to this loss of rights. Subscriptions may be cancelled at any time but no refund is provided for the remaining period unless the service is defective.
Refund eligibility, exclusions and non-refundable items or services
Refunds are available where the resource is faulty, not as described or access cannot be provided due to an error on the part of velvetcueix. Refunds are not granted for change of mind after access has commenced, for completed viewing of modules or for failure to meet technical requirements on the purchaser side. Promotional or discounted purchases are subject to the same rules.
The step-by-step procedure and information required to request a refund
To request a refund the purchaser must contact [email protected] within thirty days of purchase. The request must include the order number, a description of the issue and any supporting evidence such as screenshots. Requests received after this period or lacking required information will not be considered. velvetcueix will acknowledge receipt within two working days.
Inspection, approval, rejection and notification of the refund decision
Each request is examined within ten working days. The purchaser will be notified by email of the decision. Where approved, the refund amount and expected processing timeline will be stated. Where rejected, reasons will be provided together with any options for further review. All decisions are final once communicated.
Refund method, processing time and when funds should reach the customer
Approved refunds are returned to the original payment method. Processing by the payment provider typically takes five to ten working days although some banks may require longer. The purchaser will receive confirmation once the refund has been initiated. No cash refunds or alternative payment methods are offered.
Special rules for digital content, subscriptions, services or promotional offers
Digital content is supplied immediately upon purchase and therefore carries limited cancellation rights as explained above. Subscriptions renew automatically unless cancelled before the renewal date. Promotional offers are non-transferable and refunds on promotional purchases are limited to the amount actually paid. Access to resources may be revoked if misuse or breach of licence terms is detected.
Failed payments, duplicate charges, chargebacks and suspected fraud
Failed payments must be retried within seven days or the order will be cancelled. Duplicate charges are investigated and refunded automatically once verified. Chargebacks are treated as refund requests and may result in suspension of access pending resolution. Suspected fraudulent activity is reported to the relevant authorities and may lead to permanent account termination.
Mandatory consumer rights in the target country that the policy cannot exclude
Nothing in this policy affects statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or the UK GDPR. Where a resource is not of satisfactory quality or fit for purpose the purchaser retains rights to 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
Questions regarding this policy should be sent to [email protected]. velvetcueix may amend the policy from time to time. Changes become effective upon publication on the website. The version applicable to any purchase is the version in force on the date of purchase. The address for written correspondence is First Floor, Windmill House, 127-128 Windmill Street, Gravesend, Kent DA12 1BL, United Kingdom.