Refunds & Cancellation

1. Scope

This policy applies to Vavo software-licence orders. It does not cover fees paid to an independent media provider. Vavo licence payments do not buy television channels, films, streams or a content subscription. Read this policy with the Terms of Use and the details confirmed at purchase.

A preview or test checkout does not process a paid order. For an actual order, keep your confirmation and identify whether the purchase was made directly or through a store.

2. Statutory cancellation rights

Cancellation and refund rights depend on the laws that apply to your purchase, including any mandatory U.S. federal or state protections. The operator’s U.S. registration does not remove rights that apply to consumers in other countries. A cancellation period that applies in one region is not represented as a universal U.S. entitlement.

Where UK or EEA distance-contract rules apply, an eligible consumer may normally cancel within 14 days of entering the relevant digital-content or service contract, subject to the applicable legal rules. Other countries may give different or additional rights. We will apply the rights required for your purchase.

A permitted exception for immediate digital-content supply applies only if all required steps are completed, including prior express consent to immediate supply, acknowledgement of the resulting loss of the cancellation right and the required contract confirmation. Installing an app, entering a MAC address or generally accepting these terms is not treated as an automatic waiver.

If an ongoing service begins during a cancellation period, the applicable law may instead permit a proportionate charge for service already provided after a valid request. This is different from assuming that every immediately activated order is non-refundable.

3. Faulty or missing access

If paid features do not match the purchase description, activation is not supplied as agreed or the software is faulty, contact the seller so the issue can be assessed. Depending on the circumstances and applicable law, the remedy may include supplying access, repair, repeat performance, a price reduction or a refund.

You do not lose a remedy for faulty digital content simply because a cancellation period has ended. An external source being unavailable is distinct from a fault in Vavo; we will consider evidence of a Vavo-related defect fairly.

4. Direct website orders

• Provide the order reference, purchase date and the MAC address of the licensed device through an appropriate private channel.
• Explain whether you are cancelling, reporting missing access, disputing a duplicate charge or reporting a fault.
• Include only the information needed to locate and review the order. Do not send a full card number, security code or playlist password.

A valid request will be considered under the applicable law and the purchase terms. Approved refunds use the original payment method unless another lawful method is agreed. We do not charge a handling fee for making a statutory refund. The timing and any legally permitted deduction will follow the rules applicable to the order.

Where the law does not require a refund, a discretionary request may still be considered on its facts. This policy does not promise an additional unconditional money-back period that has not been advertised.

5. Store purchases

If a purchase is billed by an app store, use that store’s refund or cancellation process and retain its receipt. The store may be the seller or payment administrator for that order. Vavo can help identify a device-entitlement problem, but cannot promise to reverse a charge it did not collect. Statutory consumer rights remain unaffected.

6. Expiry and renewal

The current 12-month device plan is a fixed-period licence renewed by a new purchase. There is no automatic recurring charge to cancel under that plan. A lifetime licence is a one-time purchase without periodic renewal charges. If a different recurring product is introduced, its billing and cancellation terms must be clearly agreed at purchase.

Deleting the app or no longer using it is not, on its own, a cancellation notice. Cancelling an eligible order and allowing a fixed-term licence to expire are different actions.

7. Incorrect identifiers and duplicate charges

Review the MAC address before purchase. If you entered the wrong identifier, contact the seller promptly so the available correction can be assessed. This does not guarantee transfer to another device or remove applicable consumer rights. Do not make another purchase merely to correct an unresolved activation issue.

An apparent duplicate charge should be checked against the order and payment records. Where a duplicate payment is confirmed, it should be corrected or refunded as appropriate.

8. How to give notice

Send an unambiguous statement to the contact details in the operator information. You can use the form below where a statutory cancellation right applies, but you are not required to use this wording. Sending a request is a communication, not automatic confirmation that a refund is due.

To: SUPHERO LIMITED, Suite 10377, 5 Brayford Square, London, E1 0SG, United Kingdom, [email protected]
I give notice that I cancel my contract for the following Vavo software licence:
Order reference:
Order date:
Licensed device MAC address:
Name:
Contact email:
Date:
Signature (only if sent on paper):

If you disagree with the outcome, explain the remaining issue and ask for a further review. Any complaint, dispute or court process that the applicable law provides remains available.

9. Contact

Legal operator

SUPHERO LIMITED

Registered address

Suite 10377, 5 Brayford Square, London, E1 0SG, United Kingdom

Support & privacy contact

[email protected]

Company number

16943555

Registered in

England and Wales, United Kingdom

Applicable law / jurisdiction

[APPLICABLE U.S. STATE LAW / JURISDICTION]