Hi @Anonymous User
I would normally point you towards NowTV live chat regarding this matter, but unfortunately live chat is closed for the foreseeable future due to the coronavirus pandemic.
What i would be inclined to do if i was in your shoes is go to My Account > Passes & Vouchers whilst logged in on here and cancel the cinema pass first if you haven't done it already.
When you cancel the pass make sure you follow all the steps on screen (approx four steps) until you see the green thumbs up cancelled message.
Then go back to the Passes & Vouchers page to double check it shows cancelled next to your Cinema pass.
Then under FAQ on the Passes & Vouchers page there should be a FAQ that says "i think i have been incorrectly charged - what should i do" where there is a request form you can send directly back to NowTV.
On the form clearly state that you are awaiting a refund for non delivery of the nowtv stick plus a one month £11.99 charge (where i am assuming you took out a 7 day free cinema trial and didn't cancel it whilst awaiting the delivery of the stick ?).
Or if you rather not send back the request form in the above FAQ, then complete the web form on this link below asking for your money back with the full details why.
https://help.nowtv.com/article/how-to-submit-a-complaint
