Payment and Refund Policy
Last updated: 2 November 2026
Scope of This Policy
This Payment and Refund Policy applies to all purchases of courses, training programmes and related services offered through observero. It covers professional development offerings focused on live television production, including studio equipment integration, dynamic camera techniques, acoustic optimisation, lighting setups and reliable production processes for news programmes, interviews and live shows. The policy governs transactions made by individuals and organisations located in the United Kingdom and explains how payments are processed, when contracts are formed and the circumstances under which refunds may be granted.
Prices, Currencies, Taxes and Additional Charges
All prices are displayed in British pounds sterling. Course fees include value added tax at the prevailing UK rate unless otherwise stated. Any additional charges such as certification fees, printed materials or optional live workshop attendance are clearly itemised before checkout. observero reserves the right to adjust prices at any time, but changes do not affect orders already confirmed. Currency conversion fees applied by the customer’s bank or card issuer remain the responsibility of the purchaser.
Accepted Payment Methods and Security
We accept major credit and debit cards, bank transfers and approved digital wallets. Payment authorisation occurs at the point of purchase. All card transactions are processed through secure third-party gateways that comply with PCI DSS standards. observero does not store full card details. In the event of a suspected security breach, affected customers will be notified promptly in accordance with UK data protection obligations.
Order Confirmation and Contract Formation
A binding contract is formed only when observero sends a written confirmation email containing order details, access instructions and a unique reference number. Until this confirmation is issued, no contract exists and any payment received will be treated as an authorisation rather than acceptance. Customers should retain the confirmation email for their records.
Cancellation Rights and Applicable Periods
Under the Consumer Contracts Regulations 2013, consumers purchasing digital content or services online generally have a 14-day cooling-off period from the date of contract formation. This right applies to most courses offered by observero. However, the right is lost once the customer begins accessing digital materials or attends a live session. Business customers purchasing for commercial purposes do not benefit from the statutory cooling-off period.
Refund Eligibility, Exclusions and Non-Refundable Items
Refunds are available where a customer exercises their statutory cancellation right within the permitted period and has not started the course. Refunds are not provided for partial completion, change of mind after access begins, failure to meet personal learning objectives, or technical issues caused by the customer’s own equipment or internet connection. Promotional or discounted bundles may contain non-refundable components clearly marked at purchase.
Step-by-Step Procedure to Request a Refund
To request a refund, the customer must email hello-pipelinemedia@salford.ac.uk within the applicable cancellation period. The message must include the order reference number, full name, contact telephone number if available, and a clear statement of the reason for cancellation. Supporting documentation such as the original confirmation email should be attached. Requests received by post to MediaCityUK, University of Salford, MediaCityUK B4, Orange Tower, Salford Quays, Salford Quays M50 2HE will also be processed, although email is the preferred route.
Inspection, Approval, Rejection and Notification
Upon receipt of a refund request, observero will acknowledge it within three working days. The request will be reviewed against the terms of this policy and applicable UK law. Customers will be notified of approval or rejection in writing within ten working days, together with reasons for any refusal. Where further information is required, the customer will be invited to supply it within a reasonable timeframe.
Refund Method, Processing Time and Receipt of Funds
Approved refunds are returned using the original payment method wherever possible. Processing typically takes five to ten working days after approval, although bank transfer refunds may require additional verification. Customers should allow up to fourteen days from the date of approval for funds to appear in their account. Any currency conversion differences are borne by the customer.
Special Rules for Digital Content, Subscriptions and Services
Digital course access is granted immediately upon confirmation. Customers who commence streaming or downloading content waive their right to cancel. Subscription renewals are treated as new contracts and subject to the same cancellation rules. Promotional offers such as free introductory modules do not extend statutory rights beyond those set out in law.
Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud
Failed payments must be resolved within seven days or the order will be cancelled automatically. Duplicate charges identified by the customer should be reported immediately to hello-pipelinemedia@salford.ac.uk. Legitimate chargebacks will be investigated; repeated or fraudulent chargebacks may result in account suspension. Suspected fraudulent activity will be reported to the appropriate authorities in line with UK regulations.
Mandatory Consumer Rights That Cannot Be Excluded
Nothing in this policy affects a customer’s statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or the Consumer Protection from Unfair Trading Regulations 2008. These rights include remedies for faulty digital content, the right to a refund where services are not provided with reasonable care and skill, and protection against misleading practices. Any attempt to exclude these rights is void.
Contact Route, Policy Changes and Final Provisions
Questions regarding this policy should be directed to hello-pipelinemedia@salford.ac.uk or 0161 886 5300. observero may update this policy from time to time to reflect changes in law or business practice. The version published on the website at the time of purchase will apply to that transaction. Continued use of the site after changes constitutes acceptance of the revised terms.