Situations covered
A refund request to the Canada version of ibplayer.store can relate to five different situations, each handled under its own rules:
- cancelling an order placed in Canada, explained in the next section;
- your login not being delivered after payment;
- a service that does not work as described, despite our help;
- a double payment or a wrong amount;
- a goodwill request, reviewed case by case.
Cancelling an order placed at a distance
In Canada, consumer protection rules depend on your province. There is no general cooling-off period that lets you cancel any online purchase without a reason, but a distance contract can be cancelled in several situations, in particular when the service is not supplied within the agreed time or when certain required information was not given to you before you ordered. In Quebec, for example, the consumer can cancel the contract in those cases, and the merchant must then refund within 15 days.
For customers of the Canada version of ibplayer.store, we apply these rules and go further on one point: as long as your login has not been sent, you can cancel your order in the chat and receive a full refund of what you paid. Email us at [email protected], or write to us in the chat or through the contact page, with the plan, the order date and the name or nickname used in the chat.
Login not delivered or faulty service
Login not delivered. If, after receiving your payment for an order placed on the Canada version of ibplayer.store, we are unable to send your login details, you receive a full refund. The same applies if the plan you ordered is no longer available at the time of delivery and you decline the alternative we offer.
Faulty service. If the service does not work as described in our terms of sale, we first try to fix the problem with you in the chat: the cause is often a setting in the app, the device or the network. If the fault is ours and we cannot fix it within a reasonable time, you can get a price reduction or end the subscription and be refunded for the unused period.
Double payment or wrong amount
If you paid twice for the same order on the Canada version of ibplayer.store, or if the amount taken does not match the summary confirmed in the chat, tell us with the date and reference of the payment. Once checked, the overpaid amount is returned using the same method as the original payment.
What is not normally refunded
Without affecting the rights described above, once your login has been delivered and the service matches its description, the following situations do not normally lead to a refund from the Canada version of ibplayer.store:
- a device or connection that does not meet the requirements given in the Canada chat before the order, when we had told you about the limitation;
- an app licence bought directly from its publisher, which falls under that publisher’s terms;
- a suspension following use that breaks the usage rules, such as sharing the login or reselling access.
We still discuss these situations with you: explain what happened in the chat or through the contact page and we will reply in writing.
How to ask for a refund
For a request about the Canada version of ibplayer.store, email us at [email protected] and include:
- the plan ordered on the Canada version and the order date;
- the payment method and, if possible, the payment reference;
- the reason for your request and, for a technical problem, your device, your app and what you have already tried.
Never send a bank password, a card security code or full card details in a message. We acknowledge your request and reply by email. When a refund is granted, we make it within 24 hours to 7 days, using the payment method used for the order unless you agree to another one. If you are not satisfied with our answer, the complaints procedure is on the delivery and support page.