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Lakif
Advocate

Cancelling Content Pass within Cooling Off period

Hi there, looking for some advice please.

 

I cancelled my NowTV 10-month Sports Pack within 14 days, but have been informed by Live Chat that I'm only entitled to a refund of the original payment amount, less the Sky Sports Day Pass price of £7.99.  The reason being that I watched some content within that cooling off period.

 

This seems incorrect, with the critical terms in the confirmation email being: 

"Cancellation period for any content passes: You have the right to cancel your purchase of a NOW TV content pass, and receive a full refund without giving any reason, any time up to 14 days ("cooling off period")

Effects of cancellation: If you cancel during your cooling off period we will refund to you all payments received from you, including any delivery costs. "

These imply that watching the content has no effect.  Only the timing of cancellation is important.

 

Have I been misinformed?  Any advice appreciated.

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GaryL
Expert 2

Re: Cancelling Content Pass within Cooling Off period

YOUR RIGHTS TO CANCEL YOUR ORDER CANCELLATION PERIOD FOR ANY CONTENT PASSES:

You have the right to cancel your purchase of a NOW TV content pass, and receive a full refund without giving any reason, any time up to 14 days (“cooling off period”) from the later of: (a) the date of purchase; (b) the date of delivery (for content passes which are redeemed using a voucher code we send you or you have purchased as part of a bundle); or (c) receipt of this notice, except where:

  • You activated a Sky Sports Day Pass or a Sky Sports Week Pass and agreed at that point that you lost the right to cancel.
  • You purchased or activated a Sky Cinema Month Pass, an Entertainment Month Pass, a Kids Month Pass, a hayu Month Pass or a Sky Sports Month Pass and agreed at that point you lost the right to cancel.

the website terms seem slightly different

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Lakif
Advocate

Re: Cancelling Content Pass within Cooling Off period

Thanks for the response.

 

It is quite confusing, because these are all "content" passes.  The Sky Sports Month Pass seems to refer to a product which runs on a recurring monthly billing period, with no defined ending.  I have more sympathy for the lack of a full refund in that case, because you're only techically commiting to 1 month at the outset.

 

I'm not sure I'd be considered to be bound by those terms, since I pre paid for the season in advance.  

 

Does NowTV have a phone line to call?  I only seem to be able to find the Live Chat link, and can't get anywhere with that.

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