Our voluntary refund offer is additional to your legal rights. A plan’s duration or activation does not remove rights you still have under UK consumer law.
Updated 6 October 2026How to request a refund or cancel
Email [email protected] or use our support channels. Include your order email, order reference, purchase date and the plan concerned. Say whether you want to cancel or report a problem. You can use the example cancellation message below, but do not have to. Please do not send card numbers, security codes or account passwords.
Our seven-day voluntary refund offer
For plans longer than one month, you may request a refund within seven days of purchase if the service does not work as described, differs materially from the offer, or technical problems prevent its use. We will review the order and the reported issue. This additional offer does not cover one-month plans or requests outside that seven-day window; those limits apply only to this voluntary offer, not to statutory cancellation or remedies for faulty supply.
Your UK cancellation rights
UK distance contracts for services or digital content generally have a 14-day cancellation period from the contract date. The rules depend on what is supplied and whether supply has begun. For digital content, early supply can remove the change-of-mind right only when the required express consent, acknowledgement and confirmation have been obtained. Simply visiting this page or submitting an enquiry is not that consent. Where those conditions have not been met, we will not treat activation alone as a waiver. For services started at your express request, different rules may allow a proportionate charge. See GOV.UK’s online-selling guidance.
If the service is faulty or not as described
Your rights under the Consumer Rights Act 2015 are separate from change-of-mind cancellation. Depending on the problem and the type of supply, remedies can include repair or replacement, repeat performance, or a price reduction or refund. Our voluntary time limit and one-month exclusion do not restrict these rights. Tell us what failed, your device and app, and when it happened so we can assess the appropriate remedy. Read the government’s Consumer Rights Act overview.
How refunds are processed
We will tell you the outcome and the amount to be returned. Approved refunds go to the original payment method unless a different method is agreed without extra cost to you. Our usual processing estimate is 3–10 working days after approval; payment-provider timing can vary. Where the law requires an earlier deadline, that deadline applies. Contact us if a confirmed refund has not arrived.
Expiry and renewals
Plans run for the fixed period you buy and do not renew automatically. You do not need to cancel a recurring payment with ZivoPlay to stop the next term. If you make a new purchase to renew, check the order details and retain its confirmation. A third-party player’s own billing is separate.
Optional cancellation message
You may send: “To ZivoPlay: I give notice that I wish to cancel my order. Order reference: [reference]. Ordered on: [date]. Name: [name]. Order email: [email]. Address: [address]. Date: [date].” Send it to [email protected] or write to 27 Willowbrook Lane, Manchester, M20 4QJ, United Kingdom. If cancelling on paper, sign the notice.
If you disagree with our decision
Reply to the support conversation or email [email protected] with “Refund review” in the subject. Explain what you think we have missed and include the earlier reference. We will review the decision. Nothing here prevents you from seeking independent consumer advice or using any remedy available to you by law.