Payment and Refund Policy
Last updated: 19 September 2026
Scope of this policy
This Payment and Refund Policy applies to all purchases of courses and related services offered by premiereup. The courses focus on specialised training in live production decks and control rooms, including multi-camera switching, live broadcasting techniques, real-time video operation, and professional management of television and streaming productions. The policy covers both one-time course purchases and any subscription-based access to training materials or live sessions delivered digitally to customers in the United Kingdom.
Prices, currencies, taxes and additional charges
All prices are displayed in British Pounds Sterling (GBP) and include value added tax (VAT) at the prevailing UK rate unless otherwise stated. Any additional charges such as bank fees for international transactions or currency conversion costs are the responsibility of the purchaser. premiereup reserves the right to adjust prices for future enrolments, but changes will not affect existing confirmed bookings.
Accepted payment methods, authorisation and security
Payments are accepted via major credit and debit cards, bank transfers, and approved third-party payment processors. All transactions are authorised in real time and processed securely. premiereup does not store card details. Payment security follows current UK standards for electronic commerce, ensuring that sensitive information is encrypted during transmission.
Order confirmation and contract formation
Upon successful payment, an order confirmation email is sent to the address provided by the customer. The contract between the customer and premiereup is formed at the moment the confirmation is issued. Access to digital course materials is granted immediately after confirmation unless a specific start date has been selected during booking.
Cancellation rights and applicable periods
Under UK consumer law, customers have a 14-day cooling-off period from the date of purchase for distance contracts. This right applies to most course bookings. Cancellation within this period entitles the customer to a full refund, provided no substantial portion of the digital content has been accessed or downloaded. For live sessions or scheduled courses, cancellation must be notified before the first session begins to qualify for a refund.
Refund eligibility, exclusions and non-refundable items
Refunds are available for cancellations within the cooling-off period or where the service has not been provided due to cancellation by premiereup. Exclusions include partial completion of courses, access to downloadable materials after the cooling-off period, and promotional or discounted offers where explicitly stated as non-refundable. Customised or group training packages may have separate terms outlined at the time of booking.
Step-by-step procedure to request a refund
To request a refund, the customer must submit a written request via the contact form on the Contacts page or by emailing [email protected]. The request should include the order number, date of purchase, and reason for cancellation. Requests received within the 14-day period will be processed promptly. Supporting information such as proof of payment may be required.
Inspection, approval, rejection and notification
Each refund request is reviewed within five working days. premiereup will assess eligibility based on the policy terms and UK consumer legislation. Customers receive written notification of the decision via email. If rejected, the reasons are explained clearly along with any options for appeal or partial credit.
Refund method, processing time and receipt of funds
Approved refunds are issued using the original payment method. Processing typically takes between five and ten working days, although bank processing times may extend this to fourteen days. Customers are notified once the refund has been initiated. No cash refunds are provided.
Special rules for digital content, subscriptions and promotional offers
Digital course content is treated under UK rules for digital goods. Once downloaded or streamed substantially, the right to cancel may be lost even within the cooling-off period. Subscriptions renew automatically unless cancelled before the renewal date. Promotional offers are subject to the terms advertised at purchase and may exclude refunds after access begins.
Failed payments, duplicate charges, chargebacks and suspected fraud
Failed payments must be resolved within seven days to maintain booking validity. Duplicate charges are investigated and refunded automatically upon detection. Chargebacks are treated as disputes and may result in suspension of access pending resolution. Suspected fraudulent activity leads to immediate account review and cooperation with relevant UK authorities where required.
Mandatory consumer rights
This policy does not affect any statutory rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, or UK GDPR and Data Protection Act 2018. Customers retain rights to remedies for faulty digital content or services that do not meet the described standards, including repair, replacement or refund where appropriate.
Contact route, policy changes and last-updated date
For questions about this policy, contact premiereup using the details on the Contacts page or by writing to [email protected]. This policy may be updated periodically to reflect changes in law or business practices. The current version is dated 19 September 2026 and supersedes all previous versions. Continued use of the site after updates constitutes acceptance of the revised terms.
