Two different types of protection
This draft separates our proposed voluntary 14-day service-fault guarantee from cancellation and faulty-service rights under applicable consumer law. Its conditions do not replace or limit those rights.
British IPTV is the website name used here. The legal trader, contact email and business address must be supplied before this policy is used for orders.
Our proposed 14-day guarantee
The voluntary guarantee covers confirmed faults with our service that we cannot resolve within a reasonable time after you contact support and complete reasonable troubleshooting with our team.
For this proposed guarantee, the 14-day window begins when account access is first provided. Report the fault during that window and keep your order reference and support messages. A fault reported in time does not become ineligible because our investigation continues beyond the window.
We first check the issue and try reasonable solutions. If a qualifying service fault remains unresolved, the proposed guarantee provides a refund of the affected subscription payment. Unlimited repair attempts or unreasonable inconvenience are not required.
Limits of the voluntary guarantee
A change of mind alone, an unsupported device, a problem solely caused by your connection or equipment, or dissatisfaction unrelated to a confirmed service fault is not covered by this additional service-fault guarantee.
These limits cannot refuse statutory cancellation or another legal remedy. If compatibility or a feature was promised but not supplied, a device or feature problem is not automatically the customer’s responsibility.
Cancellation rights
Online consumer contracts can carry a 14-day cancellation right. Digital content and service rules differ. Starting supply early does not automatically remove that right.
Where the law permits cancellation rights for digital content to be lost, the required express consent and acknowledgement must be obtained before supply and included in the contract confirmation. For services started at your request, any lawful proportionate charge and the full-performance rules must be explained separately.
If the required process has not been followed, a statutory right may remain. The final checkout must implement the applicable process. This preview does not collect such consent.
Requesting help or a refund
- Contact the published business support address or customer Support Portal with your order reference.
- Describe the fault, device, app and when the issue occurs. Do not send full card details.
- Work through reasonable troubleshooting to identify the cause.
- If the service fault cannot be resolved, ask for the applicable refund or remedy. You may also make a statutory cancellation request where that right applies.
A working contact destination has not been supplied for this draft. It must be visible before the website accepts orders.
Refund payments and timing
Approved refunds should use the original payment method unless another method is agreed without an extra charge. Any mandatory legal deadline applies. A processor’s settlement time does not extend the trader’s legal deadline.
The actual approval process, processor and operational times must be confirmed before publication. This draft does not promise a processor-specific settlement time.
Cancellation request template
If you have a right to cancel, a clear statement is sufficient. This template needs the trader’s destination before launch:
To: British IPTV, at the published business address or contact email.
I give notice that I cancel my contract for the following subscription:
Order reference:
Ordered on / access provided on:
Customer name:
Customer address:
Date:
Signature, only if sent on paper:
You do not have to use this exact wording to exercise an applicable cancellation right.