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Refund Policy

Last updated: 6 August 2026

1. Scope

This policy applies to one-time purchases of NorthLens Studio digital software packages made through secure Stripe Checkout. It does not exclude or limit your statutory consumer rights.

2. Before you pay

Because the packages are digital, please review the package description, permitted users, active-project limits, included workflow tools and support level on the Pricing page before completing payment. If anything is unclear, contact us first — we would rather answer a question than process a refund.

3. How to request a refund

Send a refund request to info@northlensstudio.co.uk, or use the contact form selecting 'Refund request'. Include:

• your Stripe order reference;
• the email address used at Checkout;
• the package purchased;
• the reason for the request.

Requests submitted through other channels may take longer to identify and process.

4. How eligibility is assessed

Eligibility depends on whether digital access, files, setup services, onboarding or support have already been delivered.

• Where nothing has yet been delivered, a refund is normally straightforward.
• Where digital access details or files have already been supplied, eligibility is assessed on the circumstances of the request.
• Custom configuration, onboarding or completed setup work may not be fully refundable, because that work cannot be returned.
• Requests made a long time after delivery are assessed on their individual merits.

5. Duplicate payments

Duplicate payments will be investigated. Where a duplicate charge for the same package is confirmed, the duplicate amount is refunded through Stripe.

6. Payment-verification failures

If a payment appears to have been taken but the confirmation page could not verify it, contact us before paying again. We will check the payment status directly with Stripe and refund any amount taken without a corresponding order.

7. Delivery failures

Where digital access or setup instructions have not been delivered because of a failure attributable to NorthLens Studio, the matter is reviewed fairly and a refund is provided where delivery cannot reasonably be completed.

8. Circumstances that are not normally refundable

• A change of mind after digital access and files have been supplied and used.
• A package purchased at the wrong tier where an upgrade or adjustment can reasonably be arranged instead.
• Incompatibility with your own systems where the stated requirements were available before purchase.
• Completed bespoke configuration or onboarding work.

9. Decision timescales

Refund requests are acknowledged within five business days and a decision is normally communicated within 14 days of receiving a complete request. If more time is needed, we will tell you why and give a revised timescale.

10. How approved refunds are paid

Approved refunds are processed through Stripe to the original payment method. The time taken for the funds to appear depends on your card issuer or bank, typically 5 to 10 business days.

11. Statutory rights

Nothing in this policy excludes or limits your statutory rights as a consumer under UK law, including rights relating to digital content that is faulty, not as described or not fit for purpose. Unconditional refunds are not promised, but statutory entitlements are always honoured.

12. Disagreement with a decision

If you disagree with a refund decision, you may escalate the matter through the Complaints Procedure.

13. Contact

NorthLens Studio is a trading name operated by Aayush Rai as an independent sole trader in the United Kingdom.

1 Bateson Street, London, SE18 1DA, United Kingdom
Email: info@northlensstudio.co.uk · Telephone: +44 7867 527009