Refund policy

This page sets out your cancellation rights and our refund terms. It states only what the owner has confirmed; anything not written here is not promised. Last updated: [to confirm: date].

Your right to cancel

Under the Consumer Contracts Regulations 2013 you can cancel an online order within 14 days of the day after the contract is made. Your log-in details are digital content supplied without a tangible medium. If you want the service to start inside that period, we start it only with your express consent and your acknowledgement that you lose the right to cancel once the supply has begun, and we keep a record of both [to confirm: how the consent and acknowledgement are collected, for example a checkout consent box, which is not yet in place, or your order message]. If the service is started in that period without them, you are not liable to pay for the content supplied in that period.

Our own refund terms

[to confirm: whether a refund is available beyond the statutory rights, and on what conditions.]

Time to ask

[to confirm: window for asking, counted from the day the log-in details were sent.]

Situations that are covered

[to confirm: situations that qualify, for example a service that does not work on a compatible device after set-up help from support.]

Situations that are not covered

[to confirm: situations that do not qualify, for example an incompatible device or app chosen by the customer, or broadband that is too slow.]

If the service is not as described

Where digital content or a service is not as described, not of satisfactory quality or not fit for its purpose, the Consumer Rights Act 2015 gives you a remedy, which can be a repair, a price reduction or a refund depending on the case. Our terms leave that untouched.

How to ask

To ask for a refund, send support a message with the plan and duration, the order date and what went wrong [to confirm: what to include]. The WhatsApp number is +33 7 74 02 33 33, the email address is [to confirm: support email], and the hours are 9 am to 2 am UK time.

How and when a refund is paid

Where a refund is due, it is paid to the payment method used for the order [to confirm: how and when, according to the payment provider]. Under the Consumer Contracts Regulations a refund after a valid cancellation is made within 14 days of the day we receive your notice.

Related pages

See the Terms, Renewal and Complaints.