1. Overview
AlphaPlay UK aims to provide a high-quality digital entertainment experience. If you are not satisfied with your subscription for a valid reason, we will consider your refund request in accordance with this policy and applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Refund Eligibility
You may be eligible for a full or partial refund in the following circumstances:
- The service was not delivered or activated within a reasonable timeframe after payment.
- The service consistently fails to function as described and our support team is unable to resolve the issue within 48 hours of being notified.
- You cancel within 14 days of purchase and have not yet accessed or activated the subscription (statutory cancellation right under the Consumer Contracts Regulations 2013).
- A technical error on our part resulted in an overcharge or duplicate payment.
3. Non-Refundable Situations
Refunds will not be issued in the following circumstances:
- You have already used or accessed the subscription service.
- More than 14 days have passed since purchase and the service has been delivered as described.
- Issues are caused by your internet connection, device incompatibility, or incorrect setup not attributable to AlphaPlay UK.
- Your access was suspended or terminated due to a breach of these Terms of Service or Acceptable Use Policy.
- You have changed your mind about the subscription for reasons unrelated to service quality.
- The issue relates to a specific third-party broadcaster or channel stream that is outside AlphaPlay UK's direct control.
4. How to Request a Refund
To request a refund, please contact our support team using one of the methods below:
- Email: info@alphaplay.uk
- WhatsApp: +44 7366 256739
Please include:
- Your full name and email address used at the time of purchase.
- Your order reference number (if provided).
- A clear description of the issue you experienced.
- Any supporting evidence (screenshots, error messages).
5. Processing Time
Refund requests are reviewed within 3 to 5 business days of receipt. Where a refund is approved, it will be processed using the same payment method used at the time of purchase within 5 to 10 business days, depending on your bank or payment provider.
AlphaPlay UK will communicate its decision in writing via email or WhatsApp. If your request is declined, we will provide a reason and, where possible, offer an alternative resolution such as an extension or credit.
6. Free Trial Policy
Free trials are offered at no charge and are subject to availability. No refund is applicable to a free trial as no payment is required. AlphaPlay UK reserves the right to limit trial access by IP address, device, or customer history to prevent misuse.
Trials are provided for genuine evaluation purposes only. Repeated trial requests from the same individual may be declined.
7. Chargebacks
We encourage you to contact us before initiating a chargeback with your bank or card provider. Illegitimate chargebacks may result in the immediate suspension of your account and may be disputed by AlphaPlay UK with relevant evidence. Fraudulent chargebacks may be reported to appropriate authorities.
8. Contact
If you have questions about this Refund Policy, please reach out to our support team:
- Email: info@alphaplay.uk
- WhatsApp: +44 7366 256739