Refunds

Read this before you pay. It is short and it is meant to be.

Try it first — that is what the trial is for

Every fresh installation gets 7 days with everything working. Use them. Put your own playlist in, watch what you normally watch, on the television you normally watch it on. If it works for seven days it will work on the eighth.

Almost every refund anybody asks for would have been avoided by using the trial, which is why it exists and why it costs nothing.

Your right to change your mind

If you are a consumer in the European Union you normally have 14 days to withdraw from a distance purchase without giving a reason.

A licence is a digital service that starts the moment it is issued. When you buy one you are asking us to begin at once, and by doing so you agree that the 14 days end as soon as the licence is on your device. That is the law's own exception, not ours — and it is why the trial comes first.

If your licence has not yet been used, the 14 days still apply. Write to us and we will refund it.

What we refund, without argument

• You paid for the wrong device. The address on your screen is long and easy

to mistype. If the licence you bought is sitting unused on an address that is not yours, tell us within 14 days and we will move it or refund it.

• You were charged twice for the same device.
• The licence never arrived. If you paid and the application still says the

trial has ended, that is ours to fix or to refund.

• The application will not run on your device at all and we cannot make it.

What we do not refund

• Your playlist does not work. We are a player. We sell no channels, films

or series and provide no playlists — a licence buys the application and nothing else. If your provider stops, slows down, or hands you something the player cannot read, that is between you and them.

• You have no playlist. Do not buy a licence hoping one comes with it. None

does.

• Your television cannot play the format your provider sends. Different sets

support different codecs, and the trial is where you find that out.

• You changed your mind after months of use.

How to ask

Write to [email protected] with:

• the device address shown on the application's home screen, and
• the order reference from your receipt.

We answer within two working days. An accepted refund goes back the way it came, within 14 days of us accepting it, and costs you nothing.

If we cannot agree

Nothing here removes a right you have by law. A consumer in the European Union may also use the online dispute resolution platform at <https://ec.europa.eu/consumers/odr>.