Last updated [INSERT DATE]. This page explains your right to cancel, how to do it, and when you get your money back. It sits alongside our terms of use.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel within 14 days of the day your contract is made, without giving a reason.
Because the service starts immediately, there is one important exception. If you ask us to start the service during the 14-day period, and you then cancel, we may charge you a fair amount for the days you have already had access. You get the rest back. [CONFIRM THIS REFLECTS HOW YOU TAKE CONSENT AT CHECKOUT]
How to cancel
Tell us in writing before the 14 days are up. Any clear statement is enough, but the quickest ways are:
- email [INSERT SUPPORT EMAIL] with the subject “Cancellation”
- use our contact form and choose “Billing or my account”
- write to [INSERT POSTAL ADDRESS]
Include your name, address, the email you signed up with and the date you ordered. You may use the wording below if you prefer:
I hereby give notice that I cancel my contract for the supply of the Northlight TV service. Ordered on [date]. Name: [your name]. Address: [your address]. Date: [today’s date].
When you get your money back
We refund within 14 days of receiving your cancellation, to the payment method you originally used. There is no fee for refunding. If we charged for the days you used before cancelling, that amount is deducted and we will show you the calculation.
After the 14 days
Once the cancellation period has ended, the amount you paid for your term is non-refundable unless the service is faulty or not as described. [INSERT ANY MORE GENEROUS POLICY YOU CHOOSE TO OFFER, SUCH AS A PRO-RATA REFUND ON LONGER TERMS]
If the service is faulty
Your rights under the Consumer Rights Act 2015 are separate from the cancellation right above and are not time-limited to 14 days. A digital service must be of satisfactory quality, fit for purpose and as described.
If it is not, tell us and we will try to put it right. If we cannot fix it within a reasonable time and without significant inconvenience to you, you are entitled to some money back. How much depends on how much use you had and how serious the problem was.
Please contact us before asking your bank for a chargeback. It is almost always quicker for us to resolve it directly.
What is not refundable
- A TV Licence, which you buy from TV Licensing rather than from us.
- Your broadband or mobile data costs.
- Devices or accessories bought from someone else.
- Periods where the service worked but you chose not to use it.
Complaints
If you are unhappy with a refund decision, email [INSERT SUPPORT EMAIL] and ask for it to be reviewed. We will reply within [INSERT] working days. [INSERT ADR OR OMBUDSMAN SCHEME DETAILS IF YOU BELONG TO ONE]