Payment and Refund Policy

Last updated: 13 October 2026

Scope of the Policy and the Products or Services It Covers

This Payment and Refund Policy applies to all payments made for courses offered by frontvoxel that specialise in live production decks and control rooms. These include training in multi-camera switching, live broadcasting techniques, real-time video operation, and professional management of television and streaming productions. The policy governs purchases of course access, bookings for live sessions, and any related digital materials provided to customers in the United Kingdom. It does not extend to third-party services or physical goods unless explicitly stated at the time of purchase.

Prices, Currencies, Taxes, and Any Additional Charges

All prices are displayed in British Pounds Sterling (GBP). The listed course fees include applicable Value Added Tax (VAT) at the prevailing UK rate. No hidden charges apply for standard digital delivery, but customers may incur additional costs such as bank fees for international transfers or equipment required to participate in practical sessions. Any such extras are disclosed before payment is completed.

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 point of booking. All transactions use encryption compliant with UK data protection standards to safeguard card details. Authorisation holds may appear on statements until the transaction settles.

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

A contract forms once payment is successfully processed and a confirmation email is sent. This email contains course details, access instructions, and a unique booking reference. Until this confirmation is received, no binding agreement exists. Customers should retain the confirmation for all future correspondence.

Cancellation Rights and Applicable Cancellation Periods

Under the Consumer Contracts Regulations 2013, customers in the United Kingdom have a 14-day cooling-off period from the date of purchase during which they may cancel without penalty, provided the course has not commenced. For digital content, cancellation rights end once access is granted and the customer has explicitly consented to immediate delivery. Live sessions cannot be cancelled once they have started.

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

Refunds are available for cancellations within the cooling-off period if no course access has been used. Exclusions include partial completions, promotional offers, or customised sessions. Non-refundable items encompass any materials downloaded or live broadcasts attended. Refunds are not granted for changes of mind after the cooling-off period or for failure to meet technical requirements on the customer's side.

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

To request a refund, contact [email protected] or 020 8035 8010 with the booking reference, proof of purchase, and a clear statement of the reason. Requests must be submitted in writing via the contact form on our site or by email. Include full name, address, and course details. Incomplete requests will be returned for additional information within seven days.

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

Requests are reviewed within 14 days of receipt. We assess eligibility based on the policy terms and usage records. Approval results in immediate notification by email; rejection includes a detailed explanation and any appeal options. Decisions are final unless new evidence is provided within 30 days.

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

Approved refunds are issued to the original payment method. Processing takes up to 14 working days, after which funds typically appear within three to five additional business days depending on the provider. Bank transfers may require up to 10 days. No fees are charged for processing refunds.

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

Digital course access begins immediately upon consent, ending cancellation rights. Subscriptions renew automatically unless cancelled before the renewal date. Promotional discounts are non-refundable beyond the standard cooling-off rules. Live production workshops follow the same digital content provisions once recordings or materials are accessed.

Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud

Failed payments must be resolved within seven days to secure a booking. Duplicate charges are investigated and refunded automatically upon detection. Chargebacks are treated as disputes and may result in course access suspension pending resolution. Suspected fraud leads to immediate account review and reporting to authorities where required under UK law.

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

This policy operates alongside rights under the Consumer Rights Act 2015, UK GDPR, and the Consumer Contracts Regulations. Nothing here excludes liability for faulty digital content or breaches of statutory guarantees. Customers retain the right to pursue claims through the courts or alternative dispute resolution services in the United Kingdom.

Contact Route, Policy Changes, and Last-Updated Date

For queries, use the contact form or email [email protected]. Address correspondence to The Warehouse, 3 Js Nursery, Smarts Heath Road, Woking, Surrey GU22 0RG, United Kingdom. This policy may be updated to reflect legal changes; the current version is dated 13 October 2026. Continued use of the site after updates constitutes acceptance of the revised terms.