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Refund Policy

Refund Policy – Policy Brief Media ltd
Effective Date: 1st July 2025
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1. Purpose

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This policy describes the circumstances under which Policy Brief (“we,” “our,” “us”) issues refunds for purchases of tickets to our live online events and for digital media products sold through our platforms. It sets clear expectations for customers (“you,” “your”) and ensures compliance with applicable consumer‑protection laws.

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2. Scope

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  • Products covered: Tickets or registrations for live or scheduled online events (e.g., webinars, virtual conferences, livestream performances) and on‑demand or downloadable digital media (e.g., recordings, podcasts, e‑books, templates).

  • Sales channels: All transactions completed via our websites, mobile apps, authorised resellers, and integrated payment gateways.

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3. Definitions

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Term                                                                                                                                                                                                                                   Definition

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Live Online Event                                                              A real‑time, scheduled virtual experience delivered via streaming or webinar software.

                                             

Digital Media                                                                              Any non‑physical content made available for download or streaming on‑demand.

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Commencement                                                                                                                             The moment a live online event begins broadcasting.

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Force Majeure                                                             Circumstances beyond our reasonable control that prevent an event from being delivered.

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4. Refund Principles

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  1. Statutory rights first. Nothing in this policy limits your rights under consumer‑protection legislation.

  2. Fairness & transparency. We aim to strike a balance between business sustainability and a customer‑first approach.

  3. Original payment method. Approved refunds are processed to the payment method used for the original purchase, unless technically impossible.

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5. Eligibility Criteria 

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​Scenario/Eligibility/Notes​​

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Event cancelled by us​ / Full refund / Automatically initiated within 10 business days.

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Event rescheduled / Option: accept new date or receive full refund / You must respond within 7 days of notice.

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Significant technical failure attributable to us (e.g., platform outage >15 min) / Partial refund / Refund will be in-line with deliverability

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Customer unable to attend for personal reasons / Generally, non‑refundable / See Section 6 for transfer options.

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Digital media not yet downloaded / streamed and within 14 days of purchase / Full refund / UK “cooling‑off” period honoured.

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Digital media downloaded/streamed /  Non‑refundable / Except where content is defective (Section 7).

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6. Ticket Transfers & Credits (Live Events)

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  • You may request a free name change or transfer your ticket to another scheduled session of the same event up to 24 hours before commencement.

  • Alternatively, we may offer a store credit (valid 12 months) in lieu of a refund, at our discretion.

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7. Defective Digital Media

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If digital media is corrupted, incomplete, or otherwise unusable, contact us within 30 days of purchase. We will replace the file or issue a full refund if replacement is impossible.

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8. Request Procedure

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  1. Submit a request via email refunds@policybrief.co.uk

  2. Provide the order number, product name, purchase date, and reason for the request.

  3. Attach screenshots or error logs where relevant.

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Response Times

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  • Acknowledgement: within 2 business days.

  • Outcome decision: within 5 business days after all required information is received.

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Refund Processing

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  • Approved refunds are issued within 10 business days.

  • Processing times by banks or card networks may extend settlement by a further 3–5 business days.

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9. Fees & Deductions

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  • Transaction fees retained by third‑party payment processors are not refundable unless the refund results from our error or event cancellation.

  • Currency conversion variances are outside our control; we refund the amount charged in the original currency

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10. Chargebacks & Disputes

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We encourage direct resolution. Unauthorised chargebacks may lead to the suspension of your account and cancellation of future bookings until resolved.

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11. Force Majeure Events

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Where a force‑majeure event prevents full delivery, we will make reasonable efforts to reschedule or provide equivalent value. Refunds are handled on a case‑by‑case basis.

 

12. Amendments

 

We may revise this policy from time to time. Material changes will be posted at least 7 calendar days before taking effect and will apply only to purchases made after the new effective date.

 

13. Contact

 

Email: info@policybrief.co.uk
Mailing address: Policy Brief Media ltd, 124 City Road, London, EC1V 2NX

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