Situations covered
A refund request to the UK version of ibplayer.store can relate to five different situations, each handled under its own rules:
- cancelling within the 14-day cancellation period, 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.
Your right to cancel
As a customer of the UK version of ibplayer.store buying at a distance for personal use, you have 14 days to cancel, without giving a reason. The period starts on the day the contract is made, which is the day you confirm the order summary in writing in the chat.
If you want your login straight away. The service gives you access for 12 months. If you want to start using it before the 14 days are over, we ask you to request this expressly in the chat before we send your login. You still keep the right to cancel during the period; if you do, you pay only a proportionate amount for the service supplied up to the time you tell us, worked out day by day over the length of the plan, and the rest is refunded. Without that request, your login is sent when the cancellation period ends.
How to cancel. Send us a clear statement by email to [email protected], in the chat or through the contact page. You can copy this model into your message:
To ibplayer.store (UK): I hereby give notice that I cancel my contract for the following plan: ____ ; ordered on: ____ ; name or nickname used in the chat: ____ ; date: ____.
To meet the deadline, it is enough to send your message to ibplayer.store (UK) before the period ends. We refund you within 24 hours to 7 days of receiving your request, using the payment method you used for the order unless you agree otherwise, at no cost to you.
Login not delivered or faulty service
Login not delivered. If, after receiving your payment for an order placed on the UK 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 UK 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 UK version of ibplayer.store:
- a device or connection that does not meet the requirements given in the UK 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 UK version of ibplayer.store, email us at [email protected] and include:
- the plan ordered on the UK 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.