01Try before purchasing
Where a trial is offered, use it to check your device, player and connection before purchasing. A successful trial does not remove any statutory rights, but it helps identify compatibility issues before activation.
02Digital-content cancellation
Digital access may begin shortly after purchase. Where the law requires, supply during a cooling-off period should begin only after your express consent and acknowledgement that the cancellation right may be lost once supply begins. If that consent and acknowledgement were not properly obtained, your legal cancellation rights are not waived.
03When a refund or remedy may be available
- Access details were not delivered within the stated or a reasonable time.
- The supplied access does not start or materially fails to work and support cannot correct it within a reasonable time.
- The digital content does not conform to mandatory consumer-law requirements and repair or replacement is impossible or not provided within a reasonable time.
- A refund or price reduction is otherwise required by applicable law.
04When a discretionary refund may not be available
- You changed your mind after activated digital access began following valid consent and acknowledgement.
- Your device, third-party player or connection is incompatible despite the service itself working as described.
- A temporary issue is resolved within a reasonable time without significant inconvenience.
- You breached the Terms & Conditions, shared access without permission or used the service unlawfully.
05How to request a refund
Contact the support channel supplied with your order. Include the order reference, purchase date, device and player used, a clear description of the problem, and the troubleshooting already attempted. Never post credentials publicly.
06Review and payment
We will review the request fairly and may first offer troubleshooting, repair or replacement where permitted. Where a refund is legally due, it will be made without undue delay and within the period required by law, normally using the original payment method unless you expressly agree otherwise. No fee will be charged for a legally required refund.
07Statutory rights
Nothing in this policy limits rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations or other applicable law. Digital content must meet mandatory legal standards, and remedies may include repair, replacement, price reduction or refund depending on the circumstances.