Payment and Refund Policy
Last updated: 30 September 2026
Scope of the Policy and the Products or Services It Covers
This Payment and Refund Policy applies to all purchases made through the website operated by storyvaultza. It governs access to Course A, our storytelling archive and production resource that includes narrative planning tools, script structure templates, studio segment libraries, and organised workflows for media content creation. The policy covers digital subscriptions, one-time purchases of archives or resources, and any related services provided to customers in the United Kingdom. It does not extend to physical goods or services purchased outside our platform.
Prices, Currencies, Taxes, and Any Additional Charges
All prices displayed on our site are in British Pounds Sterling (GBP) and include value added tax (VAT) at the prevailing UK rate where applicable. Additional charges may arise for premium add-ons, extended access periods, or custom workflow integrations. Customers are responsible for any currency conversion fees imposed by their payment provider. Prices are subject to change, but confirmed orders will be honoured at the rate displayed at the time of purchase.
Accepted Payment Methods, Payment Authorisation, and Payment Security
We accept major credit and debit cards, PayPal, and bank transfers for UK customers. Payments are authorised in real time through secure third-party processors compliant with PCI DSS standards. Authorisation confirms sufficient funds and may place a temporary hold on the card. All transactions use encrypted connections to protect card details and personal information under UK GDPR and the Data Protection Act 2018.
Order, Booking, or Service Confirmation and When a Contract Is Formed
Upon successful payment, an order confirmation email is sent containing details of the purchased resources. A binding contract forms when we issue this confirmation. For subscriptions, access begins immediately upon confirmation unless otherwise stated. Customers should retain the confirmation for their records as proof of purchase.
Cancellation Rights and Applicable Cancellation Periods
Under the Consumer Contracts Regulations 2013, UK customers have a 14-day cooling-off period from the date of purchase for distance contracts. This allows cancellation without reason. However, for digital content, the right to cancel may be lost once download or access begins if the customer has given explicit prior consent. Subscriptions may be cancelled at any time after the initial period, with access continuing until the end of the paid term.
Refund Eligibility, Exclusions, and Non-Refundable Items or Services
Refunds are available within the 14-day period for unused digital resources where access has not commenced. Exclusions apply to customised workflows, completed studio segment productions, or promotional bundles once activated. Non-refundable items include any content downloaded or streamed, as these constitute digital content delivered instantly.
The Step-by-Step Procedure and Information Required to Request a Refund
To request a refund, email [email protected] with your order number, full name, and reason for the request. Include any relevant details such as the date of purchase and description of the service. Requests must be submitted within the applicable cancellation window. We acknowledge receipt within five working days and may request further information if needed.
Inspection, Approval, Rejection, and Notification of the Refund Decision
Each refund request undergoes review to verify eligibility against this policy and UK consumer law. Approval or rejection is notified by email within ten working days. Rejected requests include an explanation referencing the specific exclusion. Customers may appeal once with additional evidence.
Refund Method, Processing Time, and When Funds Should Reach the Customer
Approved refunds are issued to the original payment method. Processing takes up to fourteen days after approval, though bank transfer refunds may appear sooner. Credit card refunds follow the issuer's timeline, typically visible within one billing cycle. No cash refunds are provided.
Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant
Digital content such as archives and workflows is non-returnable once accessed. Subscriptions auto-renew unless cancelled before the renewal date. Promotional offers are final and ineligible for refunds beyond the standard cooling-off period. Service-based bookings follow the same 14-day rule but exclude completed sessions.
Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud
Failed payments result in order cancellation with notification. Duplicate charges are investigated and refunded automatically where verified. Chargebacks are treated as disputes and may lead to account suspension pending resolution. Suspected fraud triggers immediate account review and reporting to relevant UK authorities under applicable financial regulations.
Mandatory Consumer Rights in the Target Country That the Policy Cannot Exclude
This policy operates alongside rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and UK GDPR. Nothing in this policy limits your statutory rights to goods and services of satisfactory quality or the right to cancel distance sales within the legal timeframe. For digital content, remedies include repair, replacement, or price reduction where faults exist.
Contact Route, Policy Changes, and Last-Updated Date
For questions about this policy, contact us via the form on our Contacts page or email [email protected]. Written correspondence may be sent to 12 King Street, Leeds LS1 2HL, UK. We may update this policy to reflect legal changes; the current version always appears on this page with the last-updated date. Continued use of the site after changes constitutes acceptance of the revised terms.