Payment and Refund Policy

Last updated: 26 October 2026

Scope of This Policy

This Payment and Refund Policy applies to all services offered by buzznelo through its website. The services covered 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. These services are provided to customers located in the United Kingdom and are subject to the laws of England and Wales. The policy explains how payments are handled, when contracts are formed, and the circumstances under which refunds may be issued. It does not apply to any third-party services or products purchased separately from our offerings.

Customers should read this policy carefully before making any booking or payment. By proceeding with a transaction you agree to the terms set out here. The policy is designed to comply with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other relevant UK legislation including the UK GDPR and the Privacy and Electronic Communications Regulations.

Prices, Currencies, Taxes and Additional Charges

All prices displayed on the website are in British Pounds Sterling (GBP) unless otherwise stated. Prices include value added tax (VAT) at the prevailing rate where applicable. Any additional charges such as administrative fees, rush service surcharges or equipment hire costs will be clearly shown before you confirm your order. buzznelo reserves the right to adjust prices at any time, but changes will not affect orders already confirmed. Currency conversion fees charged by your payment provider are your responsibility and are not included in our quoted prices.

Where services are provided over an extended period, such as ongoing feed management contracts, pricing may be subject to periodic review. Any increase will be notified in advance and you will have the option to cancel without penalty if you do not accept the revised rates.

Accepted Payment Methods, Authorisation and Security

We accept payment by major credit and debit cards, bank transfer and other secure electronic payment methods displayed at checkout. All card payments are processed through PCI DSS compliant third-party providers. Your card details are not stored on our servers. Payment authorisation occurs at the time of booking and funds are typically debited immediately upon successful authorisation. In the event of a failed authorisation you will be notified and your booking will not be confirmed until payment is successfully received.

Security measures include encryption of all payment data in transit and regular security audits of our systems. We do not accept cash payments or cheques for online bookings.

Order Confirmation and Contract Formation

A contract is formed only when we send you a written confirmation email after receiving your payment. This confirmation will detail the services booked, the price paid, the scheduled delivery dates and any specific terms applicable to your order. Until you receive this confirmation no contract exists and we are not obliged to provide the services. You should check the confirmation email carefully and contact us immediately if any details are incorrect.

Cancellation Rights and Applicable Periods

Under UK consumer law you have the right to cancel most distance contracts within 14 days of receiving confirmation without giving a reason. However, this right does not apply once performance of the service has begun with your agreement. For live broadcast services and time-sensitive media feeds cancellation must be made at least 48 hours before the scheduled start time to avoid full charges. Cancellations made after this window may incur a cancellation fee equivalent to 50 percent of the total price.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available only where services have not been provided or where a material failure on our part has occurred. Services that have already commenced, including any live signal management or content distribution already underway, are generally non-refundable. Promotional offers, gift vouchers and customised packages are excluded from refund eligibility. If you change your mind after the 14-day cooling-off period has expired, no refund will be provided except at our sole discretion.

Step-by-Step Procedure to Request a Refund

To request a refund you must email mediaandbroadcast@bt.com with the subject line “Refund Request” and include your order reference number, the date of the booking, a clear description of the reason for the request and any supporting evidence such as screenshots or correspondence. Requests must be made within 30 days of the original transaction date. Incomplete requests will be returned and the 30-day period will continue to run until a complete application is received.

Inspection, Approval, Rejection and Notification

Upon receipt of a complete refund request our team will review the details within 10 working days. We may request additional information if necessary. You will be notified of the decision by email. Approved refunds will proceed to processing; rejected requests will include a clear explanation of the reasons and any options for appeal or alternative resolution.

Refund Method, Processing Time and Receipt of Funds

Refunds are issued using the same payment method used for the original transaction. Processing typically takes between 5 and 10 working days after approval, although bank transfer refunds may take up to 14 days to appear in your account depending on your financial institution. You will receive an email confirmation once the refund has been processed.

Special Rules for Digital Content, Subscriptions and Services

Because many of our offerings involve digital content and live services, the 14-day cancellation right ends as soon as we begin providing the service with your prior express consent. Subscriptions for ongoing feed management are billed in advance and are non-refundable after the first billing cycle has started. Promotional trial periods may have separate terms detailed at the time of signup.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

If a payment fails you will be notified and given the opportunity to provide alternative payment details. Duplicate charges will be investigated and automatically refunded if confirmed. Chargebacks initiated without valid grounds may result in suspension of your account. We monitor transactions for fraud and may delay or refuse payments where suspicious activity is detected. In such cases we will contact you using the details provided.

Mandatory Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK legislation. If any term is found to be unenforceable it will not affect the remaining provisions. You may also have rights under the alternative dispute resolution procedures available in the United Kingdom.

Contact Route, Policy Changes and Last Updated Date

For any questions about this policy please use the contact form on our Contacts page or email mediaandbroadcast@bt.com. We may update this policy from time to time to reflect changes in law or our business practices. The current version will always be available on the website and the last updated date will be displayed at the top of the page. Continued use of the site after changes constitutes acceptance of the revised terms.