Why charges are not refunded
When a billing period starts, your access for that whole period is granted at once, whether you watch a single clip or the whole catalog. You pay for access to the service for the period, not for how much you use it. The plan, price, billing period and automatic renewal are shown before you pay, in your confirmation email and in your account, so you know exactly what you are buying.
By subscribing, you ask us to start the service immediately and acknowledge that any statutory cooling-off or withdrawal right ends once access has been provided.
Situations that do not qualify
- Changing your mind or no longer wanting the plan
- Not using the service during a paid period
- Forgetting to cancel before a renewal date, or cancelling right after a renewal
- A renewal collected after one or more failed payment attempts
- Choosing the wrong plan or billing period
- Content leaving the catalog, or a niche having fewer items than you hoped
- The remaining part of a period after you cancel
- Someone you allowed to use your account
The only cases in which we refund
- Double charge, when you were billed twice for the same period because of a fault on our side
- Proven unauthorized charge, when someone used your payment method without permission and our records and those of our payment processor confirm it
- Total service failure, when a confirmed fault on our side made the service completely unusable for a continuous period, you told us at the time, and we could not fix it
A refund in one of these cases covers only the affected charge and goes back to the original payment method.
What cancelling does
You can cancel at any time in your account settings. Cancelling stops all future renewals right away and you keep access until the end of the period you already paid for. Cancelling does not refund the period that has already been charged and is not a refund request. To avoid the next charge, cancel before the renewal date shown in your account.
How to ask for an exception
Write to [email protected] within 30 days of the charge, from the email address on your account. Include the date and amount of the charge and which exception you believe applies. We review each request against our account and transaction records and reply by email. Requests sent after 30 days are not considered.
If you believe a charge is wrong, please contact us before contacting your bank. A chargeback raised without contacting us first is a breach of the terms of service and may lead to closure of the account. Plans and prices are listed on the pricing page, and other questions can go through the contact page.