1. What a subscription buys
A Novaro subscription is a licence to use the Novaro media-player software and its premium features. No television channels, playlists, films, series, streams or IPTV service are included, sold or resold. You supply your own media source, and your arrangement with whoever provides it is separate from your subscription with us. The same is true of access activated with a Novaro activation code.
2. Free trial
Every account starts with a 7-day free trial. No payment details are required to begin one, and no charge is made at any point during it.
The trial does not convert to a paid plan automatically. When it ends you keep your account, profiles, sources and settings, and choosing whether to subscribe is an active decision you make.
3. Right of withdrawal
This section and section 4 apply to access you buy from us directly at checkout. For a code obtained from someone else, see section 7a.
You may withdraw from a Novaro subscription within 30 days of purchase. Where the law of your country gives you a shorter period, this is a longer one we grant by choice; where it gives you a longer one, that longer period applies.
Because access is digital content supplied immediately, you are asked at checkout to request immediate access and to acknowledge that doing so ends the withdrawal right once access begins. You do this by ticking a checkbox yourself; it is never pre-ticked, and you cannot pay until you have ticked it. If you have not begun using premium access, you may withdraw within the 30 days for a full refund.
4. After the withdrawal period
Payment for a period is not refundable once premium access has started. Your access continues until the end of the period you paid for.
We do not refund solely because access went unused or the wrong period length was chosen.
5. What we always refund
Regardless of the above, we refund:
- Duplicate charges, and charges taken in error.
- Any period where premium access was paid for and not delivered.
- Anything mandatory consumer law in your country of residence requires us to refund. Nothing on this page limits those rights.
We may also refund at our discretion where the circumstances warrant it. Ask.
6. No renewal, nothing to cancel
Each purchase is a one-off payment for a fixed period, such as 30 or 365 days. Nothing renews automatically and we never charge you again without you starting a new payment yourself, so there is no subscription to cancel.
Your access runs to the end of the period you paid for and then stops. Your account, profiles, sources, favourites and playback progress are kept.
If you buy again while time remains, the new period is added to whatever you have left.
7. Your media provider is not us
We cannot cancel or refund a playlist, provider account or IPTV service, because we do not sell one. Those are bought from a third party and only that party can cancel or refund them. Contact them directly.
7a. Activation codes from a third party
If you obtained a Novaro activation code from a business that provides you with a Novaro activation code, rather than buying access from us, you paid that business and not us. Refunds of what you paid it are handled by that business under its own terms: we cannot refund a payment we never received. Nothing here limits any mandatory consumer right you hold against that business, or against us, under the law of your country of residence.
If a code you received turns out to be void — because it has already been used, has passed its redeem-by date or was revoked before you redeemed it — contact the business that supplied it. Write to us as well, quoting the code, and we will confirm its status so you can show it to that business.
8. Contact
Write to support@novaroplayer.com from the email address on your Novaro account. We answer refund requests within 5 business days. Please do not include a provider password in a support email.
See also our Terms of Service, which set out the fee terms this policy applies to.