TCPLAYER — Return and Refund Policy

Effective: 2026-08-12

Overview

This Return and Refund Policy ("Policy") sets out how TCPLAYER ("we," "us," or "our") handles returns, exchanges, refunds, and cancellations for purchases made from https://tcplayer.app (the "Site") and through TCPLAYER. By making a purchase you agree to this Policy, which is incorporated by reference into our Terms of Service.

This Policy describes your rights as a buyer and our obligations as a seller. Where you are entitled to statutory consumer rights under the law of your jurisdiction, this Policy is read alongside those rights and does not limit them. Where this Policy offers you more than the law requires, the more generous terms apply.

We offer digital products. Return, refund, and cancellation options depend on the type of product or service you purchased and the jurisdiction in which you placed the order.

Return Window and Conditions

You may request a return, refund, or cancellation within 14 days of the day you or a designated recipient receives the goods, subject to the conditions and exclusions set out below.

For orders containing multiple items shipped separately, the return window begins on the day you receive the last item in the order.

How to Request a Return or Refund

To initiate a return, exchange, refund, or cancellation, contact us at [email protected] with your proof of purchase and a brief description of your request. We will respond with next steps within two (2) business days.

Refund Methods Available

Subject to the conditions in this Policy, we offer the following remedies. The remedy available for a given order depends on the nature of the product or service, the condition of the returned item (if any), and any applicable statutory rights.

Full refund. A refund of the full purchase price will be issued to the original payment method.

Non-Returnable Items and Exclusions

The following are not eligible for return or refund except where required by applicable law:

Digital content once accessed. Digital content (downloads, streaming access, course material, software licenses) becomes non-refundable once you access, download, or begin streaming the content, provided you gave express consent and acknowledged loss of the right to withdraw before access began (as required by EU CRD and UK CCR 2013).

Digital Content and Downloads

For digital content delivered electronically (downloads, streaming, software licenses, course access, e-books), you expressly consent at checkout to immediate performance and acknowledge that you thereby waive your right of withdrawal or cancellation in jurisdictions where that waiver is permitted by law. Once you begin downloading, streaming, or accessing the content, the content is non-refundable.

If you do not consent to immediate performance, you may wait until the applicable cooling-off period (14 days in the EU and UK) has elapsed before accessing the content. You may still receive a refund during that period if you have not accessed the content.

European Union Consumers — Right of Withdrawal

If you are a consumer resident in the European Union, you have a statutory right of withdrawal from distance contracts and off-premises contracts under the Consumer Rights Directive (2011/83/EU), as amended by the Omnibus Directive (2019/2161). Nothing in this Policy limits or waives that right.

The 14-Day Right of Withdrawal

You have 14 calendar days to withdraw from the contract without giving any reason. The period runs:

for goods, from the day you (or a third party other than the carrier, indicated by you) acquire physical possession of the goods;
for orders of multiple goods delivered separately, from the day you acquire the last item;
for services and digital content not supplied on a tangible medium, from the day the contract is concluded.

How to Exercise the Right

To exercise your right of withdrawal, you must inform us (contact details: [email protected]) of your decision to withdraw by an unequivocal statement (for example, a letter sent by post or email). You may use the model withdrawal form below but you are not required to. To meet the deadline, it is sufficient for you to send your communication concerning the exercise of the right before the 14-day period has expired.

Effects of Withdrawal

If you withdraw, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and in any event not later than 14 days from the day we are informed about your decision to withdraw. We use the same means of payment as you used for the initial transaction unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent them back, whichever is earlier. You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the 14-day period has expired. You bear the direct cost of returning the goods unless we have agreed otherwise or failed to inform you of this cost.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the categories listed in Article 16 of Directive 2011/83/EU, including: goods made to the consumer’s specifications or clearly personalized; sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery; perishable goods or goods with a short expiry date; sealed audio or video recordings or sealed computer software unsealed after delivery; goods that have been mixed inseparably with other items after delivery; digital content not supplied on a tangible medium where performance has begun with your prior express consent and acknowledgment that you thereby lose the right of withdrawal; and services fully performed where performance began with your prior express consent and acknowledgment of loss of right of withdrawal upon full performance.

Model Withdrawal Form

To: TCPLAYER, [email protected]

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods / for the provision of the following service:

— Ordered on / received on: _____

— Name of consumer(s): _____

— Date: _____

Effective 19 June 2026: In accordance with Directive (EU) 2023/2673, we will provide a clearly labelled, easily found "Cancel my contract" function on our website that allows you to submit a withdrawal statement electronically and receive an acknowledgment on a durable medium.

United Kingdom Consumers

If you are a consumer resident in the United Kingdom, you have statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "CCR") and the Consumer Rights Act 2015 (the "CRA"). Nothing in this Policy limits or waives those rights.

14-Day Cancellation Right (CCR 2013)

For distance contracts (online, by phone, or by mail order) and off-premises contracts, you have the right to cancel within 14 calendar days starting the day after you (or a person indicated by you) receive the goods or, for services and most digital content, the day after the contract is concluded. You then have a further 14 days from the date you notify us to return the goods.

We will refund you within 14 days of receiving the goods back, or within 14 days of you providing evidence of having returned them, whichever is earlier. For contracts without physical goods, we refund within 14 days of your notice of cancellation. We refund the original basic delivery cost — if you chose a more expensive delivery method, you will receive only the cost of our standard delivery.

30-Day Short-Term Right to Reject (CRA 2015)

If goods you buy are faulty, not as described, or not fit for purpose, you have a 30-day short-term right to reject them and receive a full refund. This right is in addition to your 14-day right under the CCR.

Exceptions to the CCR Right to Cancel

The CCR right to cancel does not apply to: goods made to your specifications or personalized; perishable or short-expiry goods; sealed audio, video, or software unsealed after delivery; sealed goods unsuitable for return for health or hygiene reasons once unsealed; digital content where supply has begun with your express consent and acknowledgment that this ends the right to cancel; and services fully performed where you expressly agreed to begin during the 14-day period and acknowledged that completing the service would end the right to cancel.

Refund Processing Timeline

Once a return is approved or a cancellation is processed, refunds are issued to your original payment method within 14 business days. Processing time by your card issuer or bank may add up to an additional 5–10 business days before the refund appears on your statement.

For EU and UK consumers exercising the statutory right of withdrawal or cancellation, refunds are issued within 14 days in accordance with the Consumer Rights Directive and the Consumer Contracts Regulations 2013 respectively.

Refunds are issued using the same means of payment you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the reimbursement.

Chargebacks and Disputes

We ask that you contact us at [email protected] before initiating a chargeback with your card issuer. Most disputes can be resolved quickly through our normal refund process. Initiating a chargeback without first contacting us can result in a longer resolution time and may affect your ability to purchase from us in the future.

Chargebacks and Representment

If you initiate a chargeback that we believe is unjustified (for example, where you received the goods or services and did not contact us first, or where our policy clearly disclosed the terms in question), we reserve the right to respond to the card network with documentation of the transaction, including order confirmation, proof of delivery or access, our disclosed policy at the time of purchase, and any relevant communication. This is commonly referred to as representment.

Common Chargeback Categories

Under Visa and Mastercard dispute rules, the following categories commonly arise in online transactions. This Policy is drafted to be the documented policy your card network will examine in any representment:

Merchandise or services not received (Visa 13.1 / Mastercard 4853): covered by our delivery terms and our undertaking to provide proof of shipment or access.
Cancelled recurring transaction (Visa 13.2): covered by our subscription cancellation mechanism above, which allows you to cancel using the same method as signup.
Not as described or defective (Visa 13.3): covered by our defective-item process; please contact us first so we can arrange a replacement, repair, or refund.
Credit not processed (Visa 13.6): we issue refunds to the original payment method within the timelines set out in this Policy.
Duplicate processing or incorrect amount (Visa 12.4 / 12.5): we will investigate and correct any duplicate charge or billing error promptly on notification.

Additional Provisions

Refunds are available only for license keys that have not been activated on any device. Once a key is activated, the purchase is non-refundable.

Contact Us

Questions about this Policy, a return, a refund, or a cancellation should be directed to:

TCPLAYER Email: [email protected] Website: https://tcplayer.app