Refund Policy

1. Scope of this policy

This policy applies to one-time NexaPlay application activation purchases made through the official NexaPlay website.

The activation payment covers access to the NexaPlay application licence for one registered device.

The payment does not include television channels, playlists, subscriptions or third-party media content.

2. Trial period

Eligible devices may receive a seven-day free trial before purchasing permanent activation.

Users should use the trial period to test device compatibility, application features and general suitability.

Completing a payment confirms that the user has had the opportunity to evaluate the service before activation.

3. Refund eligibility

A refund request may be considered where:

• the user was charged more than once for the same device activation;
• payment was completed but the device was not activated because of a NexaPlay technical error;
• the displayed activation price was charged incorrectly;
• the payment was unauthorised and sufficient evidence is provided;
• applicable consumer law requires a refund.

Refund eligibility is assessed individually using payment records, device status and technical logs.

4. Situations normally not eligible

A refund will normally not be provided where:

• the application works correctly but the user changes their mind after activation;
• the user did not test the application during the available trial period;
• a playlist, stream, channel or programme guide supplied by a third party stops working;
• the user does not have a valid or legally authorised media source;
• internet speed, network restrictions or device limitations affect playback;
• the user enters incorrect playlist or account information;
• the registered device is replaced, reset, sold, damaged or no longer available;
• access is suspended because of fraud, abuse or violation of the Terms and Conditions.

Nothing in this section limits mandatory consumer rights that cannot legally be excluded.

5. Digital activation

NexaPlay activation is a digital service delivered after payment confirmation.

Activation may begin immediately after the payment provider confirms a successful transaction.

Where required by applicable law, the checkout process may request consent for immediate digital delivery and acknowledgement of any effect on cancellation rights.

6. Refund request period

Refund requests should be submitted as soon as possible after the payment or discovery of the problem.

Unless applicable law provides a longer mandatory period, requests should normally be submitted within fourteen days of purchase.

Submitting a request within this period does not guarantee approval.

7. Information required

A refund request should include:

• the device code used for activation;
• the email address used during payment;
• the payment date and amount;
• the transaction or receipt reference, when available;
• a clear explanation of the problem;
• screenshots or other evidence, where relevant.

Requests without enough information may take longer to review or may be declined if the payment cannot be verified.

8. Technical investigation

NexaPlay may investigate the device status, activation record, payment record, error logs and relevant technical information.

Users may be asked to complete reasonable troubleshooting steps before a refund decision is made.

Where the issue can be resolved by restoring activation or correcting a technical problem, NexaPlay may offer that solution before issuing a refund.

9. Decision process

Refund requests are reviewed individually.

Approval or refusal will be based on the available evidence, this policy, the Terms and Conditions and applicable law.

NexaPlay may contact the user for additional information before making a decision.

10. Approved refunds

Approved refunds are normally returned to the original payment method.

The payment provider or bank may require additional processing time before the refund appears.

NexaPlay cannot control processing delays caused by banks, card issuers or payment providers.

11. Activation after refund

When a refund is approved, the associated permanent activation may be cancelled.

Access to application features linked to the refunded activation may be restricted.

A future activation may require a new payment.

12. Duplicate payments

Verified duplicate payments for the same device and activation may be refunded.

The valid activation may remain active while the duplicate transaction is refunded.

The user should provide all transaction references connected to the duplicate charge.

13. Unauthorised payments

Users who believe a payment was unauthorised should contact NexaPlay support promptly.

NexaPlay may require identity, payment and device verification before processing the request.

Fraudulent refund claims may lead to suspension of associated devices or accounts.

14. Chargebacks

Users should contact NexaPlay support before starting a payment dispute or chargeback where reasonably possible.

An unresolved chargeback may result in temporary suspension of the associated activation while the dispute is investigated.

NexaPlay may provide transaction, activation and technical records to the payment provider when responding to a dispute.

15. Third-party purchases

Purchases made through an app store, reseller or another third-party platform may be subject to that provider’s refund process.

NexaPlay may not be able to issue refunds directly for payments collected by another platform.

Users should contact the provider that processed the original payment.

16. Device changes

An activation is normally linked to the device code used during purchase.

Replacing or changing a device does not automatically create a right to a refund or free transfer.

Exceptional transfer requests may be reviewed by support but are not guaranteed.

17. Abuse and fraud prevention

NexaPlay may refuse a refund where there is evidence of fraud, repeated abuse, false information, manipulated device records or violation of the Terms and Conditions.

Refund activity may be monitored to protect users, NexaPlay and payment providers.

18. Consumer rights

This policy does not remove any mandatory rights provided by applicable consumer protection law.

Where this policy conflicts with a non-excludable legal right, the applicable legal right will take priority.

19. Policy changes

NexaPlay may update this Refund Policy to reflect legal, payment, technical or service changes.

The current version will be published on this page with the updated date.

The policy in effect at the time of purchase may be considered when reviewing a request.

20. Requesting a refund

To submit a refund request, contact NexaPlay support and include the information described in this policy.