Payment and Refund Policy

Last updated: 13 September 2026

Scope of the Policy and the Products or Services It Covers

This Payment and Refund Policy applies to all payments made for courses and training services offered by glowstarly. These services include specialised instruction in live production decks and control rooms, covering multi-camera switching, live broadcasting techniques, real-time video operation, and professional management of television and streaming productions. The policy governs both online digital modules and any in-person or hybrid sessions delivered to customers in the United Kingdom. It does not extend to third-party products or services purchased separately through external providers.

Prices, Currencies, Taxes, and Any Additional Charges

All prices are displayed in British Pounds Sterling (GBP). Course fees are inclusive of value added tax (VAT) at the prevailing rate unless otherwise stated. Additional charges may apply for optional extras such as certification documents, extended access periods, or supplementary materials. glowstarly will clearly itemise any such charges before payment is authorised. Currency conversion fees imposed by the customer's bank or card issuer remain the responsibility of the customer and are not refundable by glowstarly.

Accepted Payment Methods, Payment Authorisation, and Payment Security

Payments are accepted via major credit and debit cards, bank transfers, and approved digital wallets. All transactions are processed through secure third-party payment gateways that comply with PCI DSS standards. Authorisation occurs at the point of booking, and funds are held until the service commences or the cooling-off period expires. glowstarly does not store card details. Customers will receive an email confirmation once payment is successfully authorised.

Order, Booking, or Service Confirmation and When a Contract Is Formed

A binding contract is formed when glowstarly sends written confirmation of the booking following receipt of full payment or a valid purchase order. This confirmation email outlines the course dates, access instructions, and terms. Until this confirmation is issued, no contract exists and any provisional reservation may be cancelled without penalty.

Cancellation Rights and Applicable Cancellation Periods

Under the Consumer Contracts Regulations 2013, customers purchasing digital or distance services have a 14-day cooling-off period from the date the contract is concluded. Cancellation within this period entitles the customer to a full refund provided no substantial portion of the course content has been accessed. For in-person or scheduled live sessions, cancellation more than 30 days before the start date incurs no charge, while later cancellations may be subject to the refund eligibility rules below.

Refund Eligibility, Exclusions, and Non-Refundable Items or Services

Refunds are available where the customer exercises statutory cancellation rights or where glowstarly cancels or materially alters the service. Non-refundable items include any portion of the course already completed, downloadable resources that have been accessed, and promotional discounts already applied. Services that have begun with the customer's explicit consent before the end of the cooling-off period are excluded from refund.

The Step-by-Step Procedure and Information Required to Request a Refund

To request a refund, customers must submit a written request to [email protected] including their full name, booking reference, date of purchase, and a clear statement of the reason for cancellation. Requests should be sent within the applicable time limits. glowstarly will acknowledge receipt within five working days and may request additional supporting information if necessary.

Inspection, Approval, Rejection, and Notification of the Refund Decision

Each refund request is reviewed within ten working days. glowstarly assesses eligibility against the criteria set out in this policy and applicable UK law. Customers are notified of the outcome by email. Approved refunds proceed to processing; rejected requests include a clear explanation and details of any available alternative remedies such as course transfer or credit.

Refund Method, Processing Time, and When Funds Should Reach the Customer

Refunds are issued using the original payment method wherever possible. Processing typically takes five to ten working days after approval, although bank transfer refunds may require up to fourteen working days to appear in the customer's account depending on the financial institution involved. glowstarly will provide a reference number for tracking.

Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant

Digital course content is treated as a service under UK consumer law. Access to recorded modules or live sessions constitutes commencement of the service. Subscriptions, if offered, renew automatically unless cancelled before the renewal date. Promotional offers are subject to their own terms, which are communicated at the time of purchase and may limit refund eligibility beyond statutory rights.

Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud

In the event of a failed payment, the booking will be placed on hold and the customer notified. Duplicate charges will be investigated and refunded promptly once verified. Chargebacks and suspected fraudulent activity are handled in accordance with the payment gateway's policies and UK fraud prevention regulations. glowstarly reserves the right to suspend access pending resolution of such matters.

Mandatory Consumer Rights in the Target Country That the Policy Cannot Exclude

Nothing in this policy affects the customer's 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. Customers retain the right to complain to the relevant ombudsman or seek redress through the courts if they believe their rights have been infringed.

Contact Route, Policy Changes, and Last-Updated Date

Queries regarding this policy should be directed to [email protected] or by post to Beaconsfield Studios, Station Road, Beaconsfield, Buckinghamshire, HP9 1LG, United Kingdom. glowstarly may update this policy to reflect changes in law or business practice. The current version date appears at the top of the page. Continued use of the website after an update constitutes acceptance of the revised terms. Customers are encouraged to review the policy periodically.