Refund and cancellation policy

1. Cancelling a monthly or yearly plan

Sign in at app.zirotv.com and cancel the plan in your account. You can do this at any time, and you do not need to give a reason.

• Your plan does not renew, and we do not charge you again.
• It keeps working on the devices it covers until the end of the period you have paid for.
• A yearly plan runs for a fixed year. If you cancel during that year, it stops at the end of the year. If you neither choose another year nor cancel, it continues as the monthly plan, which stops at the end of the month you have paid for once you cancel. The terms have the details.
• Cancelling does not refund the current period by itself. To get money back, see section 2 and section 3.

A plan bought in the phone app is cancelled with Apple or Google (section 6).

2. Your right of withdrawal

You have 14 days to withdraw from a purchase, a lifetime plan included. If you asked for your plan to start as soon as it can (straight away, or when your current plan ends) and then withdraw within those 14 days, we refund what you paid minus the part for the days it ran before your withdrawal. For a lifetime plan, that part is counted against 5 years: the price you paid, times the days it ran, divided by 1825. That is why the 7-day trial exists: try everything first, pay after.

The right is the law’s, for consumers, and needs no reason.

Before you can pay on app.zirotv.com, you tick that you agree to the terms of service, and that you want your plan to start as soon as it can: straight away, or when your current plan ends. If you withdraw within your 14 days, you withdraw from the whole contract, and we refund what you paid minus the proportion for the days it ran before your withdrawal (article 6:230s of the Dutch Civil Code).

A lifetime plan is a digital service paid once, and you can withdraw from it like any other plan. The days it ran are counted against 5 years, as above; we confirm this in your purchase email (section 5).

If you withdraw from an extra device within your 14 days, we refund everything you paid for it, including the days it was already in use.

If you buy a plan while a paid period on your account is still running, the new plan is due to start when that period ends, and checkout shows you that date. If you withdraw before it starts, we refund everything you paid for it. Withdrawing from a plan that has not started does not undo the cancellation of your previous plan’s renewal: it still ends at the end of its paid period, and you can buy a new plan after that.

If your plan cannot start on the day checkout showed you, we refund everything you paid for it automatically, whether or not you withdraw. Besides withdrawing, you also have the refunds in section 3, and your rights when ZiroTV does not work as we promise.

You can withdraw with the “Withdraw from contract here” button in your account on app.zirotv.com. It works during the whole 14 days, asks you to confirm, and straight away emails you a receipt with the content, date and time of your withdrawal. You can also email us or use the model form (section 7).

3. Other payments we refund

Whenever it happens, we also refund:

• A payment taken twice for the same plan
• A payment for the wrong amount (we refund the difference)
• A renewal charged after you had cancelled
• A plan that could not start on the day checkout showed you
• The unused part of a plan you end because a change made ZiroTV worse for you, or because we changed our terms to your disadvantage (the terms, Updates and Changes)
• A lifetime plan, pro rata, if ZiroTV stops within 5 years (section 5)

ZiroTV must conform to our terms. If it does not, we put it right free of charge, within a reasonable time and without serious inconvenience to you. If that is impossible, does not happen in time, the problem returns or is serious, you can ask for a proportionate price reduction or end the contract, and we refund accordingly.

4. What we cannot refund

• Problems with your IPTV provider, your playlist, or the channels and streams in it. We do not sell them, so your provider is the one to ask.
• A renewal of a monthly plan, or a further year you chose for a yearly plan, unless it is one of the cases in section 3 or the law requires a refund. Cancel before the renewal date to avoid the next charge.
• The rest of a period after you cancel, unless you withdraw within your 14 days (section 2) or one of the cases in section 3 applies. Your plan keeps working until the period ends instead.

5. Lifetime plans

You can withdraw from a lifetime plan within your 14 days like any other plan (section 2). After that, we refund it in the cases in section 3, and you keep your rights when ZiroTV does not work as we promise. Lifetime means for as long as ZiroTV is offered, and at least 5 years from your purchase. If ZiroTV stops within those 5 years, we refund the unused part. Our terms for lifetime plans have the details.

6. Purchases in the phone app

In the ZiroTV app for iPhone, iPad and Android phones, plans are bought through the App Store or Google Play. Apple refunds App Store purchases itself: ask at reportaproblem.apple.com. Google refunds a Google Play purchase within 48 hours, as it explains on support.google.com/googleplay; after that, email us and we refund it through Google Play where this policy or the law gives a refund. Where a store cannot pay a refund this policy gives, such as for a lifetime plan, we pay it to you directly, based on the price you paid in the store.

To cancel a subscription bought in the app on an iPhone or iPad, open Settings, tap your name, then Subscriptions. On Android, open the Google Play app, tap your profile picture, then Payments and subscriptions and Subscriptions. Cancelling on app.zirotv.com stops neither.

7. How to ask for a refund

Email support@zirotv.com from the address on your ZiroTV account. Tell us the plan, the payment date, and whether you are withdrawing or asking for another reason.

While your right of withdrawal still applies (section 2), you can also withdraw with the model form in section 11. You do not have to use it: any clear message is enough. We confirm that we received it.

8. How refunds are paid

We refund through Mollie to the payment method you used, within 14 days of receiving your withdrawal, or of you asking for a refund the law or this policy gives you. The refund costs you nothing.

A plan you withdraw from or end stops when we receive your message. How soon the money shows in your account after a refund depends on your bank or card provider.

9. Chargebacks

If a payment looks wrong, please email us before you ask your bank or card provider to reverse it. Most payment questions are solved with one email, and a chargeback can take weeks.

10. We sell software only

ZiroTV is a media player. What you pay for is the app and your account, never channels, playlists or streams. We do not sell those, so we cannot refund, replace or repair them. Your provider is responsible for what it supplies.

11. Model withdrawal form

Fill in and send this form only if you want to withdraw from your purchase, within your right of withdrawal (section 2). You can copy the text into an email to support@zirotv.com.