Withdrawal, refund, lack-of-conformity and processing procedure.
Principle
We review each request in good faith and respect mandatory rights. This policy does not replace or limit statutory guarantees or a consumer's applicable withdrawal right.
EEA withdrawal
An EEA consumer generally has fourteen days from conclusion of a distance contract to withdraw. For immediate digital supply, that right can be lost only where every applicable legal condition is satisfied: a prior express request, an unambiguous acknowledgment of the loss of the right, actual commencement of supply and confirmation on a durable medium.
If every condition is not satisfied, supply has not begun or local law preserves the right, you may exercise withdrawal during the applicable period.
Defect, incompatibility or unauthorized purchase
- If the licence does not activate on a device advertised as compatible, contact support so we can diagnose and correct the problem.
- For lack of conformity, statutory remedies—including bringing the service into conformity, price reduction or refund as applicable—remain available.
- Report suspected unauthorized purchases promptly; we may request information needed to secure the account and verify the transaction.
Before purchase
Subject to eligibility, one 14-day free trial without a card is available per account and device to test the relevant TV. Using or not using that trial never removes a statutory consumer right by itself.
How to request
Use the portal, contact form or [email protected] and include the account address, date, plan and reason. Never send a full card number, password, token, playlist URL or IPTV credentials.
Model withdrawal form
You may copy the following model into an email to [email protected]. Use of this form is optional; any unambiguous statement of your decision is accepted.
- To Crelivo OÜ, Sepapaja tn 6, 15551 Tallinn, Estonia — [email protected]
- I hereby give notice that I withdraw from my contract for the following CeneLiora licence: [plan and term].
- Order or invoice: [reference].
- Ordered on: [date].
- Consumer name: [name].
- Account email: [email].
- Consumer address: [address].
- Date and signature only if sent on paper.
Processing and payment
We acknowledge the request and may ask only for information needed to verify it. Where a refund is accepted or legally due following a valid withdrawal, it is initiated to the original payment method without undue delay and no later than fourteen days after notice. Bank display time then depends on Stripe and the financial institution.
Licence effect
A full refund removes the licence term provided by that purchase. If the term has already been used, the licence may expire immediately, without prejudice to statutory rights.
Complaints and dispute resolution
Contact us in writing before opening a bank dispute so we can assess the request; Crelivo OÜ responds within 15 days. This invitation does not prevent you from exercising a right with your bank, Stripe, an authority or a court. If no solution is reached, an eligible consumer may use the Estonian Consumer Disputes Committee free of charge.
Consumer Disputes Committee, Endla 10A, 10122 Tallinn, Estonia — consumer helpline: +372 620 1707. Check the criteria and use the official form below.