Payment and Refund Policy
Last updated: 3 November 2026
Scope of the Policy and Services Covered
This Payment and Refund Policy applies to all payments made for services provided by writeque. These services include professional video operation, live signal management, content distribution, camera work, and the creation of reliable high-quality feeds for news programmes and television broadcasting. The policy covers both one-off bookings and ongoing service arrangements purchased through the website. It does not apply to any third-party products or services linked from our site.
Prices, Currencies, Taxes and Additional Charges
All prices are quoted in British Pounds Sterling (GBP) unless otherwise stated. Prices displayed include applicable value added tax (VAT) at the current UK rate. Any additional charges such as equipment hire, travel expenses or overtime fees will be clearly shown before you complete your booking. writeque reserves the right to adjust prices to reflect changes in VAT or other statutory costs, but such changes will not affect confirmed bookings.
Accepted Payment Methods, Authorisation and Security
We accept major credit and debit cards, bank transfers and approved payment platforms. Payment is authorised at the time of booking. All transactions are processed through secure, PCI-compliant gateways. writeque does not store full card details. You will receive an email confirmation once payment has been successfully authorised.
Order Confirmation and Contract Formation
A binding contract is formed when you receive written confirmation from writeque that your booking has been accepted and payment has cleared. Until that point, no contract exists. You should check the confirmation email for accuracy and contact us immediately if any details are incorrect.
Cancellation Rights and Applicable Periods
Under UK consumer law you have a 14-day cooling-off period for distance contracts. This right begins on the date the contract is concluded. However, if the service has already begun with your agreement, the right to cancel may be lost. For live broadcast services that must be scheduled in advance, cancellation after the cooling-off period is subject to the terms below.
Refund Eligibility, Exclusions and Non-Refundable Items
Refunds are available where cancellation occurs within the 14-day cooling-off period and before any work has started. Services that have been fully or partially performed, customised feeds already delivered, or bookings cancelled at short notice for reasons outside our control are generally non-refundable. Deposits paid to secure crew or equipment are non-refundable once committed.
Step-by-Step Procedure to Request a Refund
To request a refund, email [email protected] or use the contact form on our Contacts page. Include your booking reference, date of service, reason for cancellation and any supporting evidence. Requests must be made in writing; telephone requests alone are not sufficient.
Inspection, Approval, Rejection and Notification
Upon receipt of your request, writeque will acknowledge it within five working days. We will review the details against this policy and UK consumer law. You will be notified of the decision by email within 14 days. If rejected, we will explain the reasons and outline any options for appeal or alternative resolution.
Refund Method, Processing Time and Receipt of Funds
Approved refunds will be returned using the original payment method. Processing typically takes between 5 and 10 working days after approval, though bank processing times may extend this to 14 days. You will receive confirmation once the refund has been issued.
Special Rules for Digital Content, Subscriptions and Services
Many of our offerings involve digital content or live services. Once a feed has been transmitted or digital files downloaded, refunds are not available except where required by law. Subscription arrangements for ongoing monitoring services may be cancelled with 30 days’ notice, but no pro-rata refund is given for the current billing period.
Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud
If a payment fails, you will be notified and given the opportunity to retry. Duplicate charges will be refunded automatically once identified. Chargebacks or suspected fraudulent activity will be investigated. We reserve the right to suspend services and pursue recovery of any losses incurred.
Mandatory Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or UK GDPR and the Data Protection Act 2018. Where a conflict exists between this policy and your legal rights, the law prevails.
Contact Route, Policy Changes and Last-Updated Date
For questions about this policy contact [email protected] or +44 7575 701535. writeque may update this policy from time to time. The current version will always be available on our website with the last-updated date displayed at the top. Continued use of our services after changes constitutes acceptance of the revised terms.