Payment and Refund Policy

Last updated: 15 October 2026

Scope of This Policy

This Payment and Refund Policy applies to all services offered by medianexo through its website. These services include professional video operations, live signal management, content distribution, camera work, and the creation of reliable high-quality feeds for news programmes and television broadcasting. The policy covers purchases, bookings, and subscriptions made by customers located in the United Kingdom. It explains how payments are processed and under what circumstances refunds may be issued.

Prices, Currencies, Taxes and Additional Charges

All prices are displayed in British Pounds Sterling (GBP). Prices include value added tax (VAT) at the prevailing rate unless otherwise stated. Additional charges such as bank fees or currency conversion costs may apply if you choose a payment method outside the United Kingdom. medianexo reserves the right to adjust prices to reflect changes in tax rates or supplier costs, with notice provided before any new booking is confirmed.

Accepted Payment Methods, Authorisation and Security

We accept major credit and debit cards, bank transfers, and approved digital wallets. All payments are processed through secure third-party gateways that comply with UK data protection standards. Payment authorisation occurs at the time of booking. Your card details are never stored by medianexo. In the event of a declined payment, the booking will not be confirmed until successful authorisation is received.

Order Confirmation and Contract Formation

A contract is formed once you receive a written confirmation email from medianexo following submission of your booking or purchase. This confirmation summarises the services, price, and applicable terms. Until this email is sent, no binding agreement exists and you are not obliged to proceed.

Cancellation Rights and Applicable Periods

Under the Consumer Contracts Regulations 2013 you have the right to cancel most distance contracts within 14 days without giving a reason. For services that have already commenced with your express consent, this right may be lost. Cancellations must be notified in writing to [email protected].

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available where services have not been provided or where a cancellation falls within the statutory cooling-off period. Non-refundable items include customised feeds already delivered, completed live broadcasts, and any promotional or discounted packages explicitly marked as non-refundable. Digital content that has been downloaded or accessed is generally excluded from refunds.

Step-by-Step Procedure to Request a Refund

To request a refund, email [email protected] with your order number, full name, and reason for the request. Include any supporting documentation such as confirmation emails. Requests received outside business hours will be processed on the next working day.

Inspection, Approval, Rejection and Notification

Each refund request is reviewed within ten working days. You will receive written notification of the decision via email. If approved, the refund amount and expected processing time will be stated. If rejected, clear reasons will be provided together with information on how to appeal or contact the relevant ombudsman service.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are returned using the original payment method. Processing typically takes five to ten working days after approval, although bank transfer refunds may take up to fourteen days to appear in your account depending on your provider.

Special Rules for Digital Content, Subscriptions and Services

Subscriptions for ongoing feed services renew automatically unless cancelled at least seven days before the renewal date. Digital content is deemed delivered once access credentials are issued. Promotional offers are subject to their own terms and may exclude refunds after the initial period.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

Failed or duplicate charges should be reported immediately to [email protected]. Chargeback requests are investigated and may result in suspension of service until resolved. Suspected fraudulent activity will be reported to the appropriate authorities in line with UK law.

Mandatory Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or the UK GDPR and Data Protection Act 2018. These rights cannot be excluded or limited by contract.

Contact Route, Policy Changes and Last-Updated Date

For questions about this policy please use the contact form on our Contacts page or write to [email protected]. medianexo may update this policy to reflect legal changes; the current version will always be displayed on the website with the date of the most recent revision.