Refund and service failure policy

This policy explains how to cancel where a cancellation right applies and what we do when a fixture changes or the Lightning TV service fails. It forms part of our Terms of Sale and does not reduce your statutory consumer rights.

1. Cooling-off and change-of-mind cancellations

A 14-day cancellation right applies to many online contracts, but the legal position can differ for digital content and services connected with leisure activities on a specific date. A right can also end once digital supply starts if the legally required express consent and acknowledgement were obtained. We will assess a cancellation request according to the product, when supply began, what checkout recorded and the law that applies to you.

We will not treat a statutory cancellation right as lost unless the legal requirements for doing so were met. If you want to cancel before a broadcast, contact us as soon as possible. If no statutory or express contractual cancellation right applies, a change of mind, forgetting the fixture or choosing not to watch does not by itself entitle you to a refund.

2. Cancelled, delayed or rescheduled fixtures

• Cancelled without a replacement broadcast: we will refund the amount fairly attributable to that fixture.
• Materially rescheduled: your pass will move with the fixture. If the new time means you cannot watch, ask for a refund for the affected fixture before its rescheduled start.
• Short delay: access remains valid. A short delay alone will not normally result in a refund, but we will consider its length and effect.
• Venue or production change: if the advertised broadcast is replaced with a materially different product, we will offer an appropriate remedy.

3. Service failures

Tell support during the fixture where practical so we have a chance to restore access. You may be entitled to a full or partial refund if a fault within Lightning TV or its delivery chain prevents you from viewing all or a material part of a paid broadcast, the digital content is not as described or of satisfactory quality, or the service was not provided with reasonable care and skill.

We consider the duration and severity of the fault, how much of the broadcast remained viewable, whether access was restored in time, and how much of a multi-fixture pass was affected. A brief interruption with prompt recovery will not normally justify a full refund.

The fixture page is scheduled to open 60 minutes before face-off and video 40 minutes before face-off. A countdown before those published service windows is not a fault. If “Starting shortly” continues after video should have opened, tell support so the delayed or missing contribution can be investigated as a possible service failure.

Statistics, reviews, maps, event details and fan messages may be unavailable for a fixture or reduced during play. A supporting feature being disabled, delayed or incomplete does not by itself mean the purchased live video has failed, although we will still assess any description, quality or accessibility issue under your statutory rights.

4. Problems outside our service

A refund will not normally be due where the broadcast was available but you could not watch because of your internet connection, data allowance, unsupported or misconfigured device, browser extension, local network or forgotten sign-in details. If we reasonably block an account or stop a stream because of a serious or repeated breach of the Terms—such as sharing access, retransmitting a broadcast, circumventing controls or fraud—access may be withdrawn without a refund. We will consider the evidence, investigate a claimed mistake fairly, and preserve any statutory right or remedy for a separate failure on our side.

5. Multi-fixture passes and partial refunds

For a season or opponent bundle, a refund will normally cover only the affected fixture or part of the service. We will use any separately advertised fixture values where available; otherwise, we will make a fair allocation based on the number and value of included broadcasts and the overall purpose of the pass. If a failure defeats the main purpose of the entire pass, we will consider a wider refund.

A production fixture cannot be changed to a non-viewer test or switched off while it remains in an active bundle or has a pending, paid or partially refunded order. Staff must resolve bundle membership and complete any required cancellation or refund before withdrawing that production stream.

Protected Test fixtures are internal rehearsals rather than broadcasts offered for purchase. Staff may delete their fixture-bound dummy data, but retained order or payment records remain subject to the normal reconciliation, refund and retention controls.

Where a discount code was used, any monetary refund cannot exceed the amount actually paid. For a discounted multi-game pass, the order-level price and discount are fairly allocated across the fixtures available at checkout for audit and any partial-refund assessment; a season game or other matching fixture added later at no extra charge carries a zero-price allocation. Complimentary access has no payment to return, but we will still investigate a service failure and provide any non-monetary or statutory remedy that applies. Cancelling, refunding or revoking an order does not automatically reissue or reset a limited-use code for any included fixture; contact support so its scope, expiry, original purpose and audit history can be reviewed.

6. How to request a cancellation or refund

Email [email protected] or, when signed in, create a support case. Include:

• your order reference and account email;
• the fixture and the date and time the problem occurred;
• what happened, any on-screen message and the troubleshooting already tried; and
• the outcome you are asking for.

Never send a password, full payment-card number or card security code. We may ask for reasonable diagnostic information and may check whether the stream opened, reported or estimated watch time, devices used, playback attempts, service records and any coarse connection estimate provided by the browser. A connection estimate may be inaccurate or unavailable and will not by itself decide a refund request. These records help us distinguish a platform failure, a local connection issue and an access-control event; they do not remove your rights.

If you only need to give notice of cancellation, you may write: “I give notice that I cancel my contract for [pass name], ordered on [date], order reference [number].” Add your name, account email and the date you send the notice.

7. How refunds are paid

Once we agree that a refund is due, we will issue it without undue delay and within any statutory deadline that applies—normally no later than 14 days after we agree you are entitled to it. We will use the original payment method unless you expressly agree otherwise, and we will not charge a refund fee. Your bank or payment provider may take additional time to display the credit.

8. If you disagree with the outcome

Reply to the support decision and explain what you believe was missed so a staff member can review it. Contacting us first is usually the quickest route and does not prevent you from using any right or remedy available under consumer law.