Payment and Refund Policy

Last updated on 30 October 2026.

Scope of the Policy and the Products or Services It Covers

This Payment and Refund Policy applies to all transactions conducted through the website operated by narrativo. It governs payments and refunds related to access to Course A, our professional hub dedicated to live television production. The services include educational modules on studio equipment integration, dynamic camera techniques, acoustic optimization, lighting setups, and reliable production processes tailored for news programs, interviews, and live shows. This policy covers both one-time course purchases and any subscription-based access to the platform. It does not extend to third-party services or external training events arranged outside our site.

Prices, Currencies, Taxes and Any Additional Charges

All prices displayed on the site are in British Pounds Sterling (GBP) unless otherwise stated. Prices are inclusive of value added tax (VAT) at the prevailing UK rate where applicable. Additional charges may include optional add-ons such as downloadable resource packs or extended access periods, which are clearly indicated before purchase. No hidden fees apply, but currency conversion charges imposed by your payment provider remain your responsibility. We reserve the right to adjust prices at any time, with changes applying only to new orders placed after the update.

Accepted Payment Methods, Payment Authorisation and Payment Security

We accept major credit and debit cards, PayPal, and bank transfers for UK customers. All payments are processed securely through established third-party gateways that comply with PCI DSS standards. Authorisation occurs immediately upon submission, and we retain no card details on our servers. In the event of payment failure due to insufficient funds or incorrect details, the order will not proceed until resolved. Security measures align with UK GDPR and PECR requirements to protect your financial information.

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

Upon successful payment, you will receive an email confirmation containing order details and access instructions. A binding contract forms only after we send this confirmation and you receive access credentials. Until that point, either party may cancel without obligation. For subscriptions, the contract renews automatically unless cancelled in advance according to the terms provided at sign-up.

Cancellation Rights and Applicable Cancellation Periods

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period from the date of contract formation to cancel without providing a reason. This period begins upon receiving confirmation. For digital content or immediate access services, cancellation rights may be lost once download or streaming commences, provided you gave explicit prior consent. Subscriptions can be cancelled at any time via your account dashboard, with access continuing until the end of the paid period.

Refund Eligibility, Exclusions and Non-Refundable Items or Services

Refunds are available within the 14-day period if no substantial content has been accessed. Exclusions apply to services already delivered, promotional bundles, or customised content. Non-refundable items include any downloadable materials or live session recordings once viewed. We do not offer refunds for change of mind after the cooling-off period or for failure to meet personal expectations regarding course difficulty.

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

To request a refund, contact us using the form on our Contacts page or email info@nfts.co.uk. Provide your order number, full name, contact details, and a clear statement of your reason. Include proof of purchase. Requests must be submitted within the eligible timeframe. We acknowledge receipt within two working days and may request further information if needed.

Inspection, Approval, Rejection and Notification of the Refund Decision

Our team reviews each request within 10 working days, assessing eligibility against this policy and UK consumer law. You will be notified by email of approval or rejection, with reasons provided for any refusal. Approved refunds proceed to processing; rejected cases include details on any appeal options available under the Consumer Rights Act 2015.

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

Refunds return to the original payment method. Processing typically takes 5 to 10 working days after approval, though bank transfer refunds may require up to 14 days depending on your provider. You will receive confirmation once issued. For PayPal transactions, funds appear in your account within 3 to 5 days.

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

Digital access to Course A modules begins immediately upon purchase, waiving the standard cooling-off period where consent was given. Subscriptions require 30 days' notice for cancellation to avoid renewal charges. Promotional offers are non-refundable if redeemed, and any free trial periods convert to paid access automatically unless cancelled beforehand. Service interruptions due to technical issues may qualify for extensions rather than monetary refunds.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

Failed payments result in order suspension until resolved. Duplicate charges are investigated promptly upon notification, with refunds issued if verified. Chargebacks are treated as disputes and may lead to account review. Suspected fraudulent activity prompts immediate investigation, potentially involving law enforcement, and can result in permanent account termination without refund.

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

This policy operates alongside your statutory rights under UK law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations. Nothing herein excludes or limits rights to goods or services of satisfactory quality, remedies for faulty digital content, or protections against unfair terms. In cases of conflict, statutory rights prevail, and you may seek redress through the courts or alternative dispute resolution schemes approved in the United Kingdom.

Contact Route, Policy Changes and Last-Updated Date

For queries regarding this policy, reach narrativo via the contact form on our Contacts page, by emailing info@nfts.co.uk, telephoning 01494 671234 or writing to National Film and Television School, Beaconsfield Studios, Station Road, Beaconsfield, Buckinghamshire, HP9 1LG. We may update this policy to reflect legal changes or service modifications, with the revised version posted on the site and the last-updated date amended accordingly. Continued use after updates constitutes acceptance of the new terms. Your feedback helps us maintain clear and fair practices aligned with UK GDPR and PECR obligations.