Refund and cancellation policy

Refund within 14 days of your first payment

If you ask within 14 days of your first payment, we will refund that payment. You do not have to give a reason. When we refund it, we revoke that licence immediately.

To ask, email support@somatro.net with your Device Reference (Settings › About on the television) and details of the payment (for example the receipt from Stripe), or send any other clear statement that you want a refund. You can use the model cancellation form (https://www.legislation.gov.uk/uksi/2013/3134/schedule/3), but you do not have to. Your request counts if you send it before the 14 days are up.

We refund you without undue delay and within 14 days of your request, to the original payment method where practical. How long the money takes to appear is up to your bank, card issuer and the payment provider, and is outside Somatro's control.

The free trial

The 7-day trial is free and needs no payment details. Nothing is charged when it ends and there is nothing to cancel; the television simply asks for a licence.

Cancelling auto-renew (£9.99 a year)

The £9.99 licence is an auto-renewing annual licence: it renews every year until you cancel. To cancel future renewal, go to somatro.net/manage. It opens Stripe's own customer portal login page: you enter the email address you paid with, Stripe sends you a link, and you cancel in the portal.

Cancelling stops future renewals. The licence you have already paid for continues to the end of the paid period, and then the television asks for a new licence. Cancelling on its own does not refund the period already paid for.

The fixed year (£11.99)

The fixed one-year licence is a single payment. It never renews, so there is nothing to cancel. It ends one year after purchase, and if you want another year you buy again. If it is your first payment, the 14-day refund above applies to it.

If a renewal payment fails

If an automatic renewal payment fails, Somatro may allow up to 14 days for the payment problem to be corrected before the licence is ended or restricted. Somatro does not guarantee uninterrupted access.

Other refund requests

Outside your statutory rights and the 14-day refund described above, we do not normally refund the part of a paid period that you have not used. That includes a payment taken for a renewal: if you think a renewal was taken in error, or something has gone wrong with Somatro, contact support and tell us what happened, and we will look at it. We may decide to make a refund as a matter of choice. Doing that in one case does not mean we will do it in another.

Nothing here limits your legal rights, including if Somatro is faulty.

What a refund does to the licence:

• A full refund of the latest payment ends the licence that payment bought, straight away, and stops auto-renew.
• A partial refund does not end or change the licence.
• A full refund of an earlier year's payment does not end the licence bought by a later payment.

Card disputes and reversed payments

Please contact support first if there is a problem with a payment — most are quicker to sort out that way.

If a payment is reversed, refunded or successfully charged back, Somatro may revoke or suspend the licence associated with that payment, subject to applicable law. In practice:

• while a dispute is open, Somatro may suspend the licence and stop auto-renew;
• if the dispute is decided in Somatro's favour, the licence is restored, up to the date it was already paid to. Auto-renew is not restarted: buy again when that date comes if you want to carry on;
• if the dispute is decided in your favour, the licence stays ended.

Contact

support@somatro.net. Help and the User Guide: somatro.net/support (User Guide: https://somatro.net/support?route=guide).