Introduction
This refund policy explains when LibertyTV customers can withdraw from an order and obtain a refund. Digital subscriptions are subject to specific rules, and we want to be transparent about your rights and our commitments.
Right of withdrawal
Where consumer law gives you a withdrawal period for distance purchases (for example 14 days from the conclusion of the contract in the European Union), an exception applies to digital content not supplied on a physical medium once performance has begun with your prior express consent and your acknowledgement that you lose the right of withdrawal. In other words, once your login details have been used and the LibertyTV service has started, the right of withdrawal can no longer be exercised.
How to withdraw
If your subscription has not yet been activated, you can withdraw by contacting customer support within 14 days of your order with a clear statement of your decision. Once your request has been received and validated, we will deactivate the access and process the refund.
Refund procedure
If the withdrawal conditions are met, we refund all amounts paid without undue delay and at the latest within 14 days of being informed of your decision. The refund is made using the same payment method as the original transaction, unless agreed otherwise, and at no extra cost to you.
Exceptions
No refund is given for:
- subscriptions whose login details have already been used and whose service has started, as the digital content has already been supplied;
- orders for which the customer expressly waived the right of withdrawal when the subscription was activated;
- requests made after the withdrawal period has expired, or where termination results from use of the service that does not comply with our terms of sale.
However, if a technical problem attributable to us makes the service unusable despite our support, a credit or a partial refund proportional to the unused period may be considered.
Support and disputes
To withdraw or request a refund, contact us via the Help & Support page with your order number and a clear explanation of your request. If a disagreement persists, you may use a consumer mediation service or bring the matter before the competent courts. We will always do our best to find an amicable solution.