Refund Policy for Digital Content
1. Expiration of the Right of Withdrawal
Since our products are digital content (video-on-demand), specific legal provisions apply. By making a purchase and before you begin streaming or downloading digital content, you expressly agree that we may begin performing the contract before the statutory right of withdrawal expires. You confirm that you are aware that your right of withdrawal expires completely upon commencement of the performance of the contract (start of the video or download).
Once streaming or downloading begins, your right of withdrawal expires completely in accordance with Section 356(5) of the German Civil Code (BGB). For more information, please see our Terms and Conditions as well as our Right of Withdrawal Policy.
2. Conditions for a Refund
Beyond the statutory right of withdrawal, we may consider a refund as a gesture of goodwill in the following exceptional cases:
- Technical errors: The content cannot be played permanently due to an error on our platform, and our support team is unable to resolve the issue in a timely manner.
- Double billing: The system accidentally billed you for the same content multiple times within a short period.
- Unauthorized access: Proven misuse of your account by a third party, provided the content has not yet been consumed.
3. Exclusion of Refunds
Refunds are specifically excluded in the following cases:
- The content has already been streamed or downloaded, in whole or in part.
- You subjectively do not like the content (e.g., cast, plot, quality).
- Your hardware, software, or web browser is not compatible with the content.
4. Contacting Customer Support
To request a refund or report a technical issue, please contact our support team. Please use our contact form, send us an email, or call us at our toll-free support hotline: 0800 383 74 67
Important: Please always include your order number in your inquiry. Without a valid order number, we cannot assign or process your request.