Refund Policy

We would much rather you tested the service before paying — that is what the 24-hour free trial exists for. But if you have paid and it is not working out, here is exactly where you stand.

The short version

Contact us within 7 days of purchase and we will refund you in full. No forms to complete and no argument. Message us on WhatsApp, live chat or email at support@nexlivo.co.uk and tell us the email address you used at checkout.

Talk to us first — it is usually quicker

Most problems people ask to be refunded for turn out to be five-minute fixes: a playlist that needs refreshing, a login typo, or a router that is throttling the stream. Our support team is available 24 hours a day, and we would rather solve the problem than lose you as a customer. If we cannot fix it, the refund still stands — asking for help does not use up your 7 days.

How to request a refund

1. Contact support through any of our channels — WhatsApp, live chat or support@nexlivo.co.uk.
2. Give us the email address you used at checkout and a sentence on what went wrong. That is all we need to find your order.
3. We confirm the refund and send it back to your original payment method.

How long it takes

We process refunds promptly at our end. The money typically appears within 5 to 10 working days, depending on your bank or card issuer — that final leg is out of our hands.

When a refund does not apply

• Requests made after the 7-day window. Get in touch anyway if something has gone seriously wrong — we will look at it — but outside 7 days a refund is at our discretion rather than automatic.
• Accounts suspended for breaching our Terms of Service — for example sharing or reselling credentials. Suspension for a breach does not come with a refund.
• Problems caused by your own internet or hardware. If your broadband cannot sustain the stream, or a device is faulty, that is not a fault in the service. We will always try to help you diagnose it first, and if the service genuinely cannot work on your setup within the 7 days, you are covered.
• Third-party app fees. IBO Player activation is software sold by an independent developer. Once an activation has been applied to a device it cannot be reversed, so those fees are non-refundable. This is separate from your Nexlivo subscription, which the 7-day policy above covers as normal.

Your statutory rights

Nothing in this policy removes the rights you have under UK consumer law. If you are a consumer buying at a distance, you may have a statutory right to cancel in addition to the policy set out above. Where a digital service is supplied immediately at your request, that statutory right can be affected — but our own 7-day guarantee applies either way, so in practice you are covered.

Questions

Anything unclear, ask before you buy rather than after. Message support and we will give you a straight answer.