Before You Buy
Compare the five packages, check the permitted users and active-project limits, and read the package description in full before completing payment.
Help Centre
Help and Support
Guidance on packages, payments, delivery, account limits and policies. If you cannot find an answer here, contact NorthLens Studio directly and we aim to reply within two business days.
Choosing a Package
Match the package to your realistic workload. If you are close to a limit, the next package up is usually the better choice.
Payments and Checkout
All payments are taken through secure Stripe Checkout in GBP. Each attempt creates a new Checkout Session.
Delivery and Access
Digital access or setup instructions are emailed to the address entered at Checkout after your payment is verified.
Using the Workflow
Set up client records, categories and stages so the structure matches how you actually run shoots.
Policies
Refunds, software access, acceptable use, privacy and complaints are all documented in the legal section.
Payment Support
Common payment situations and what to do in each case.
My payment was declined at Stripe Checkout
Declines are decided by your bank or card issuer, not by NorthLens Studio. Check the card details, available balance and any security prompt from your bank, then start a new Checkout Session from the Pricing page. If the decline continues, contact your card issuer.
I cancelled the payment by mistake
Nothing has been charged. Cancelling at Stripe Checkout is not a payment failure — simply return to the Pricing page and start a new Checkout Session.
My confirmation page could not verify the payment
The confirmation page checks your Checkout Session directly with Stripe before showing any details. If verification does not succeed, do not pay again. Email info@northlensstudio.co.uk with the time of the attempt and we will check the payment status with Stripe.
I think I have been charged twice
Duplicate payments are investigated. Send both Stripe receipts or order references to info@northlensstudio.co.uk and any confirmed duplicate charge will be refunded through Stripe.
I have not received my Stripe receipt
A Stripe receipt may be sent separately to the email entered at Checkout. Check the spam or promotions folder first, then contact support with your order reference.
I entered the wrong email address at Checkout
Contact NorthLens Studio as soon as possible with your order reference and the correct address so the delivery email can be re-sent.
Do you store my card details?
No. Payments are completed through secure Stripe Checkout. NorthLens Studio does not directly collect or store customers' full payment-card details.
Delivery and Access Support
How long does delivery take?
Digital access or setup instructions are prepared after the payment has been verified and are normally sent within two business days. Larger packages that include setup assistance may involve a short scheduling exchange first.
Is access activated automatically?
No. NorthLens Studio does not claim instant automatic activation. Access details are prepared and sent by email.
Can I share access with my team?
Only within the permitted user allowance for your package. Sharing access beyond that allowance is not permitted — see the Software Access Policy.
Can I increase my project limit?
Contact support with your order reference. An upgrade or a separate quotation for additional capacity can be arranged.
What if I need custom configuration?
Configuration or development work outside your purchased package is quoted separately.
Contact Routes
General and pre-sales
info@northlensstudio.co.uk — questions about packages, limits and suitability.
Payment and refunds
info@northlensstudio.co.uk with your order reference — see the Refund Policy.
Complaints
Follow the documented Complaints Procedure for a formal response.
Cannot Find What You Need?
Send an enquiry with your order reference if you have one, and NorthLens Studio will respond directly.