F1 pass and cancelled races

[Anonymous User]

Will there be a full or partial refund of the f1 pass if more races are cancelled due to Corona virus? 

Is there a right to claim a refund? 

[Anonymous User]

Unbelievable 😞

It's actual, daylight robbery.

[Anonymous User]

I posted earlier about the problems we are all having getting a refund for a 9 month contract we entered into which is now not being fulfilled (and which we have a right to change our mind on, never mind what is going on). We have 'cooling off' period rights anyway. Now TV said these go when you watch using the pass, but the terms and conditions only say that this applied to day, week and month passes (which makes sense for them - but is surely not right for watching 1 hour of content to find out a race has been cancelled as part of a whole 9 month £198 payment!) Anyway, as others suggested I got in touch with my credit card company to do the section 75 thing. They said they would log my issue and that I had to phone back in 15 days time and could not do anything until then. Is this true and what others have found? Grateful for any advice please. I am now stuck between Now TV (shirking responsibility and sending out false information and false emails) and credit card company.

[Catswhiska]

Just keep on at them. It took us a lot of effort to get a refund. We hadn’t actually activated the pass though 

[BenGreen]

Has anyone successfully completed a chargeback against NowTV? If no statement is made tomorrow its the only path I can see from here. 

[Anonymous User]

Thats not true about the Section 75.

I've just helped someone else issue theres with Barclaycard and the money is now back in their account and Barclaycard are dealing with NOWTV.

[starman73]

I can’t do a charge back as I paid in vouchers

Never again.  After my pass ends in two months time, I will just use day/week passes.

[JimMidds]

Just spent over an Hour on chat no refund.

Have now started charge back with Bank

Appalling service from Now TV

Full transcript of chat.

ODTHAPARAMBIL LEONS (15/03/2020, 12:41:45): Thanks for contacting NOW TV, you are talking to ODTHAPARAMBIL LEONS. Can I start by taking your full name and email address, please?
ODTHAPARAMBIL LEONS (15/03/2020, 12:41:52): Hi there!
null (15/03/2020, 12:42:17): James
ODTHAPARAMBIL LEONS (15/03/2020, 12:42:20): James , I am happy to have you on Live Chat today.
ODTHAPARAMBIL LEONS (15/03/2020, 12:42:21): Thanks for the information.
ODTHAPARAMBIL LEONS (15/03/2020, 12:42:31): How can I assist to you today ?
null (15/03/2020, 12:43:24): I would like to cancel the Formula 1 Subscription I purchased and receive a full refund as you have not provided the service as sold.
I am still within the 14 day cooling off period for services purchase.
The main parts of the services I have paid for within the subscription have now been cancelled for an unknown amount of time due to the Coronavirus outbreak, and there is still a question over it all being cancelled. As you have not issued a press release stating how you intend to handle this with potential pro-rate refunds, and the value of the packaging being subsequently reduced with the cancellations, I am within my legal rights, under UK Consumer Contract Regulations 2014 to cancel and be refunded in full.
If I do not receive a full refund I will be contacting my Card company and will issue a Section 75 Chargeback for the amount.
This now gives you reasonable explanation, within UK Consumer Law as to why I am cancelling this purchase.
I look forward to your positive response to my request so that I can feel confident in using your service in the future.
Thanks
ODTHAPARAMBIL LEONS (15/03/2020, 12:43:26): I will quickly check and help you on it.
ODTHAPARAMBIL LEONS (15/03/2020, 12:43:38): James , Are you the account holder?
null (15/03/2020, 12:43:44): yes
ODTHAPARAMBIL LEONS (15/03/2020, 12:43:45): Ok.
ODTHAPARAMBIL LEONS (15/03/2020, 12:43:46): To keep the chat connected and avoid disconnection, keep me posted in every 2 minutes.
ODTHAPARAMBIL LEONS (15/03/2020, 12:43:54): Can I take your full address and postcode registered on the account?
null (15/03/2020, 12:44:05):
null (15/03/2020, 12:44:26):
ODTHAPARAMBIL LEONS (15/03/2020, 12:44:27): Can you confirm the last 4 digits of the long number on your payment card please?
null (15/03/2020, 12:44:53):
ODTHAPARAMBIL LEONS (15/03/2020, 12:45:01): Thanks for the details.
null (15/03/2020, 12:46:50): ok
ODTHAPARAMBIL LEONS (15/03/2020, 12:47:58): Please give me 2-3 weeks, let me check.
null (15/03/2020, 12:48:26): 2-3 weeks?
ODTHAPARAMBIL LEONS (15/03/2020, 12:50:53): Thanks for the wait.
ODTHAPARAMBIL LEONS (15/03/2020, 12:51:05): James, Are you still there ?
null (15/03/2020, 12:51:08): yes
DARSHAN (15/03/2020, 12:52:28): Thanks for contacting NOW TV, you are talking to DARSHAN. Can I start by taking your full name and email address, please?
null (15/03/2020, 12:53:12): Save Transcript
End Chat
Chat started at 12:41
Thanks for contacting NOW TV, you are talking to ODTHAPARAMBIL LEONS. Can I start by taking your full name and email address, please?
Hi there!

James , I am happy to have you on Live Chat today.
AJITH (15/03/2020, 12:53:18): Thanks for contacting NOW TV, you are talking to AJITH. Can I start by taking your full name and email address, please?
null (15/03/2020, 12:53:23): already did this
null (15/03/2020, 12:53:44): I would like to cancel the Formula 1 Subscription I purchased and receive a full refund as you have not provided the service as sold.
I am still within the 14 day cooling off period for services purchase.
The main parts of the services I have paid for within the subscription have now been cancelled for an unknown amount of time due to the Coronavirus outbreak, and there is still a question over it all being cancelled. As you have not issued a press release stating how you intend to handle this with potential pro-rate refunds, and the value of the packaging being subsequently reduced with the cancellations, I am within my legal rights, under UK Consumer Contract Regulations 2014 to cancel and be refunded in full.
If I do not receive a full refund I will be contacting my Card company and will issue a Section 75 Chargeback for the amount.
This now gives you reasonable explanation, within UK Consumer Law as to why I am cancelling this purchase.
I look forward to your positive response to my request so that I can feel confident in using your service in the future.
Thanks
12:43
AJITH (15/03/2020, 12:53:51): Hi there!
AJITH (15/03/2020, 12:54:06): Good afternoon
null (15/03/2020, 12:54:15):
AJITH (15/03/2020, 12:54:20): Sorry for the chat disconnection.
AJITH (15/03/2020, 12:54:51): Allow me a moment let me quickly go through the previous conversation.
null (15/03/2020, 12:55:19): ok
null (15/03/2020, 12:56:59): ..
AJITH (15/03/2020, 12:57:24): Thanks for the wait, James.
AJITH (15/03/2020, 12:57:35): Please help me with few security details?
AJITH (15/03/2020, 12:57:45): Are you the account holder?
null (15/03/2020, 12:57:49): yes
null (15/03/2020, 12:58:38): .
AJITH (15/03/2020, 12:58:57): Let me quickly access the account please allow me a moment.
null (15/03/2020, 13:00:11): ok
AJITH (15/03/2020, 13:02:09): Thanks for the wait, James
AJITH (15/03/2020, 13:03:02): Upon checking the account I can see that you have purchased the Sports F1 Pass on 06-03-2020 and I can see that it is valid till 06/12/2020
null (15/03/2020, 13:03:35): yes and i have not received it as advertised
AJITH (15/03/2020, 13:03:52): We are closely monitoring developments across all F1® fixtures and will provide our NOW TV F1® Season Ticket customers with a FREE Sky Sports Week Pass for any race postponed due to the COVID19 pandemic.
AJITH (15/03/2020, 13:04:06): As these races have been postponed not cancelled, they are likely to go ahead at a later date and we will continue to keep you up to date on developments as soon as we have more information.
null (15/03/2020, 13:06:43): as I stated this is not as advertised and it is not only F1 that has been cancelled but Indycar and other sporting events that make this offer not what you advertised, I am well within my rights to have a full refund immediately.
null (15/03/2020, 13:07:22): If not I will contact my bank today to start a charge back
null (15/03/2020, 13:08:56): failure to refund will be in breach of my consumer rights
AJITH (15/03/2020, 13:10:51): I completely understand, James our team is working on it to sort all the issue that had happened, I would suggest you to keep an eye on our website, so once the updates are posted please contact us back.
null (15/03/2020, 13:11:06): Are you going to refund my money or do I need to call my Bank, Its as simple as that.
null (15/03/2020, 13:11:52): Its not a case of you wait and see , you have to by law give me a full refund.
AJITH (15/03/2020, 13:14:07): James, I'm unable to process the refund, I would suggest you to wait so that we will get back to via email about the request.
null (15/03/2020, 13:14:21): so far I have been on here 30mins just to get you to follow the law this should have been sorted in 5mins
null (15/03/2020, 13:15:53): I will be sending this full transcript to my bank with my charge back claim and will be posting it on multiple platforms to show people how you treat your customers and break the law
null (15/03/2020, 13:16:40): what is the point of having only online chst if you are unable to help your customers with the problems with your service
AJITH (15/03/2020, 13:18:13): Sorry for the delay, James, as our higher end team is still working on it we don't have any updates about the events so please keep an eye on our website to know about the updates.
null (15/03/2020, 13:18:17): You can do a refund as other people hasve had refunds while using the this chat help so I give you 1 last chance to refund me now as you are required to do by law.
AJITH (15/03/2020, 13:22:22): We’re unable to refund you for that you’ve requested, we will help you with a FREE Sky Sports Week Pass for any race postponed due to the COVID19 pandemic. As these races have been postponed not cancelled, they are likely to go ahead at a later date and we will continue to keep you up to date on developments as soon as we have more information.
null (15/03/2020, 13:22:47): I will now be taking legal action for return of my payment and reporting this matter to Ofcom
null (15/03/2020, 13:24:02): As I stated it is not just the F1 races so youre offer is pointless.
AJITH (15/03/2020, 13:26:13): I completely undersatnd your concern we will be contacting you as soon as possible once the issue is sorted, James also refer this link to know about any updates about the pass : https://www.nowtv.com/watch-f1-online
null (15/03/2020, 13:26:51): so you are going to deny me my rights and not refund me?
AJITH (15/03/2020, 13:28:34): James, be assured your money is in safe hands, when we get any update about the refund we will definitely contact you at the earliest
null (15/03/2020, 13:28:50): Terrible customer service, You are trying to steal peoples money. You are not providing the service refund me now.
AJITH (15/03/2020, 13:31:09): James, I'm extremely sorry that you have felt this way, your money is in safe hand, we will soon update you about the events and refund.
null (15/03/2020, 13:34:07): Why am I having to do this ? Just refund me my money as you have to by law.no just wait and see I dont care if its in good hands you are getting interest paid on that money which is mine . I will now be claiming interest on top of money for everyday until you refund me.
null (15/03/2020, 13:34:37): I wish to be passed on to your supervisor as
null (15/03/2020, 13:35:17): I believe that your failure to refund is illegal.
AJITH (15/03/2020, 13:38:13): James, please be rest assured we will solve all the issues regarding the pass as soon as possible and we will make sure our customers wont be disappointed about our service.
null (15/03/2020, 13:42:35): I think that at a time like this when people are going to find it hard to work and that every penny will be important to them that a company like sky will not refund them the money they should. You should be helping your customers not trying to hold on to every penny you can. your position on this is disgusting and will leave you looking very bad .
AJITH (15/03/2020, 13:46:29): James, I completely understand the situation, believe me, James I'm just following the refund policy that I have received and if I was having any other option to help you I would have helped you much better.
null (15/03/2020, 13:47:20): So what part of the refund policy says I cant have a refund
null (15/03/2020, 13:48:02): Remember the 14 day law on selling
AJITH (15/03/2020, 13:53:21): As per the new update Season Ticket customers with a FREE Sky Sports Week Pass for any race postponed due to the COVID19 pandemic.
null (15/03/2020, 13:55:26): I dont have to take your offer of a week pass I refuse it and want a full refund as i am entitled to by law , You clearly have a refund policy in place that you can refund my money.
null (15/03/2020, 14:00:10): If you cannot provide a refund please give me the information and contact details as to who can. If this was a ticket to any sporting event affected by the virus I would have received a full refund.
AJITH (15/03/2020, 14:00:36): No James, as of now we didn't got any refund updates,we will inform you once the update have been published, also please keep an eye on our website to check the recent updates.
null (15/03/2020, 14:01:43): So you are refusing to obey the Law
null (15/03/2020, 14:02:17): You do know the law on selling online do you?
AJITH (15/03/2020, 14:04:11): We are providing you with an extended pass so you can watch once events are rescheduled. We are not offering refunds at this time.
null (15/03/2020, 14:05:17): That is not your choice to choose if you extend or give money back.
null (15/03/2020, 14:05:56): You are bound by Law to give the money back as you already have to some customers.
AJITH (15/03/2020, 14:11:00): James, I can relate to that, please allow us few more days as we are trying to sort this issue, once the issue is sorted we will contact you at the earliest.
null (15/03/2020, 14:11:45): I will be contacting my bank now, Thank you for your time.

[Mattd]

I pretty much have had the same response since trying to get a refund since Melbourne was cancelled. Appalling from sky. Even if races went ahead it won't be any where near as many making £198 poor value. 

[Anonymous User]

Due to the tight race calendar and disruption on street circuit cities there's a good chance the races won't be rescheduled. The service provided by nowtv  is not as described. If you paid by credit card I'd suggest save a copy of the transcript of your chat and use that to pursue the claim through the card company. It shows you made reasonable effort to get a refund. 

[Anonymous User]

NOW TV Have refuse me a refund on the f1 pass ?????????????   they have singled me out ??  others have had refunds ????  .

they can not provide the service which they have sold !!??

[Anonymous User]

Been on live chat, told they're not giving refunds and we'll get extra passes when races are rescheduled. I asked why others had been given refunds and he couldn't comment on other peoples accounts. Very disappointed, almost £200 is a lot of money!! Really poor customer service! 

[Karl-F]

Hi All, 

We are closely monitoring developments across all F1®  fixtures and will provide our NOW TV F1® Season Ticket customers with a FREE Sky Sports Week Pass for any race postponed due to covid-19 precautions.

Thank you for your patience in these uncertain times, we are doing everything we can to minimise the impact that this will have on our customers.

Thanks

NOW TV Team

[Anonymous User]

I bought a sky sports month last weekend specifically for F1 and football, now it's all been suspended. Can I get a refund?

[Anonymous User]

I do not want a free pass for another week !!! I only watch f1 do us all a refund

[Karl-F]

We are working at speed to ensure we continue to deliver for all our customers as the coronavirus pandemic affects our sports schedule for a period of time.

We will continue to provide updates to all our NOW TV customers as more information becomes available.

Thanks

NOW TV Team

[GMAN6]

You've got nothing to deliver - pretty much all sport has been cancelled. What is there to update us about I wonder?

[Anonymous User]

we all want to be treated the same ...  the live chat and just reading of a bad edited script !!  same old thing going in circles .

THEY EVEN SAYING THEY NOT REFUNDED ANYONE , PLEASE CHECK YOUR OWN FORUM OUT !!

[BlackWizard]

A week pass doesn't help because the season ticket covers the whole season. How about a full refund then offer a new season ticket if the season starts again?

[Anonymous User]

 so are you going to advise . we all get refunds ??  NOWTV cannot provide what they sold 22 live races ..    and week passs for another time are useless to f1 fans who brought the pass,s  

how come some have refunds and some have not ????.

are you single-ing people out ??  is it by post code , colour, race, country??.

single status law , if one gets it , we must all get refunds. 

[BenGreen]

and here it is, the default copy and pasted response all live chat employees are spouting. 

Australia has been cancelled, those of us who bought this season pass after being quoted “22 races” at “£9 per race weekend” have now been mis-sold, do we really need to start posting the screenshots?

NowTV are taking a very short sighted view here, if refunds aren't make I see 2 appropriate actions; 1) Request a charge back from your bank or service provider, 2) Vote with you feet and take your money elsewhere in the future.  

@Karl-F  you cannot seriously believe that holding customers money, based on agreements you cannot meet is ethical. 

[goggleKev]

Spent 2 hours on live chat explaining that im well within my rights for a refund  on the F1 pass as im still within the 2 weeks cooling of period as in the terms and conditions! was fobbed off.