Refund Policy

This Refund Policy explains how NOC TECHNOLOGY LTD ("we", "us", "our") handles cancellations and refunds for paid subscriptions to playout.video (the "Service"). It forms part of our Terms of Service and should be read alongside them. Where this policy and the Terms of Service differ on refunds, this policy applies.

It describes what we actually do, including the parts that are decided case by case. If your situation is not covered here, email us at [email protected] and we will tell you where you stand.

Nothing in this policy affects any rights you have under the law that applies to you.

How Billing Works

Subscriptions are billed in advance. When you start a paid plan you pay for the period ahead, either a month or a year depending on the interval you chose, and the same charge covers any add-ons on your subscription. Each renewal charges the next period in advance on the same date.

Because we bill in advance rather than in arrears, a charge you have just received is for service you have not used yet. That is the starting point for most of the decisions below.

The Free Plan

We do not run a time-limited trial of the paid plans. Every account starts on a permanent Free plan instead, which is never charged and so never carries anything to refund. You are only billed from the moment you subscribe to a paid plan.

If support has given your workspace temporary access to paid features, that access is granted free of charge. It is not a purchase, nothing was billed for it, and there is nothing to refund when it ends.

Cancelling a Subscription

You can cancel at any time from Settings, then Billing, in your dashboard. Cancelling stops the next renewal. Your plan stays active until the end of the period you have already paid for, and your streams, files and settings continue to work until then.

Cancelling does not by itself trigger a refund of the current period. If you want the money back as well as the cancellation, ask us. We do not operate a blanket cooling-off period or an automatic pro-rata refund on cancellation. We look at each request on its own facts, as set out below.

Requesting a Refund

Email [email protected] from the address on the account, or use the contact form in the app. Tell us which organization and subscription you mean, what happened, and what you are asking for.

We look at each request on its own facts. The things that weigh most are:

• Whether you used the period you are asking us to refund, which we can see from your stream and encoding history.
• Whether the Service failed to do what you paid for, and whether we were able to fix it.
• Whether you were billed after you had already told us you wanted to stop.
• How soon after the charge you contacted us. A renewal you spotted the same week is a very different case from one you raise nine months later.

We aim to respond within two business days. Requests that need billing history or stream logs pulled together can take longer, and we will say so rather than leave you waiting.

We will normally refund a renewal that was charged for a period you had not started using and did not want. We will normally decline a refund for a period you streamed on, for usage charges on service that was delivered, and for requests that amount to changing your mind about a plan you have used in full.

What Happens When We Approve a Refund

Refunds go back to the card or payment method that was charged. Once we issue it, the money typically reaches you within five to ten business days, depending on your bank. Any VAT charged is refunded with it.

Access ends when the refund is issued. We cancel the subscription immediately rather than at the end of the period, and any allowance or grant that support had added to the account is removed at the same time. Live streams stop, and paid plan limits drop back to the free tier.

This applies to partial refunds too. If we send back part of a charge, access still ends immediately. A partial refund is not a credit that keeps the account running on a reduced balance. If what you want is a goodwill adjustment on a subscription that should carry on, say that in your request and we will handle it as a credit instead, which leaves your service untouched.

Failed Renewals

If a renewal payment fails, the subscription goes past due and the card is retried. Your access keeps running during that window, so an unpaid period can still be used.

If you tell us at that point that you want to stop, we close the subscription out rather than refund it. No money has moved, so there is nothing to send back. What we decide is whether the unpaid invoice is written off or left owing:

• If the failed renewal bought a period you never used, which is the usual case when you cancel within a day or two of the decline, we write the invoice off and stop the retries.
• If you streamed on the unpaid period, the month was consumed and the invoice stands.

Either way we end the subscription so you are not chased for further periods.

Add-Ons and Plan Changes

Add-ons, such as the website embed or quality add-ons, are billed on the same invoice as your plan and are treated the same way as the plan fee in any refund.

When you change plan mid-period, Stripe prorates the difference on your next invoice. That proration is a billing adjustment, not a refund, and it does not affect your access.

Chargebacks

If you think a charge is wrong, contact us before raising it with your bank. We can usually sort it out faster than a dispute can.

When a chargeback is raised, the payment provider holds the money while the case is reviewed and we suspend paid access on the account for the duration. We respond to disputes with our billing and usage records. Resolving it with us directly avoids both the hold and the suspension.

Changes to This Policy

We may update this policy from time to time. The version on this page is the one that applies, and the date at the top shows when it last changed. Changes are not applied retroactively to a refund request we have already received.

Contact Information

Questions about refunds should be sent to [email protected].

NOC TECHNOLOGY LTD

[email protected]

20-22 Wenlock Road, London, BFP, N1 7GU, United Kingdom

Companies House Registration Number 12328642

UK VAT Number 431067721