Cancellation Policy

This policy explains your right to cancel a Keydole subscription and the effect of cancellation on your access and any amounts paid.

1. Your 14-day cooling-off right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a distance contract within 14 days without giving any reason. For a subscription starting on the day you subscribe, the 14-day cancellation period begins on that day.

To exercise this right within the 14-day window, contact us on WhatsApp or by email at support@keydole.co.uk with a clear statement that you wish to cancel. You may also use the cancellation option in Account → Plan. We will confirm cancellation and process any applicable refund within 14 days.

2. Digital content and waiver of the cooling-off right

Keydole delivers digital content (live TV streaming and on-demand video). Under Regulation 37 of the Consumer Contracts Regulations, where a consumer requests that performance of a digital content contract begins during the cancellation period, and acknowledges that the right to cancel will lapse once performance has begun, the cooling-off right is waived from the point access begins.

At checkout you are asked to tick a checkbox confirming: "I request immediate access to the service and acknowledge I lose my 14-day right to cancel once access begins." Ticking this box and completing checkout means your cooling-off right lapses at that point and subscription fees are non-refundable. If you do not tick the checkbox, access will not begin until after the 14-day cooling-off period.

We log the timestamp of this consent for each subscriber as required.

3. Monthly plans

You may cancel a monthly subscription at any time from Account → Plan. Cancellation takes effect at the end of the current paid month — you keep access until that date, and no further monthly charge is taken. We do not pro-rate refunds for the remainder of the period after cancellation.

4. Fixed-term plans (3, 6 and 12 months)

Fixed-term plan fees (£29.99 for 3 months; £39.99 for 6 months; £49.99 for 12 months) are charged as a single upfront payment on the day you subscribe. If you cancel within the 14-day cooling-off window (and have not waived it as described above), a full refund will be issued within 14 days.

If you have requested immediate access (and ticked the consent checkbox at checkout), your cooling-off right lapses on access beginning and the plan fee is non-refundable after that point. You may still cancel at any time from Account → Plan, but access continues only until the end of the 12-month billing period — no partial refund is given for unused months.

5. How to cancel

1. Log in and go to Account → Plan.
2. Click "Cancel subscription."
3. Confirm cancellation on the confirmation screen.
4. You will receive a confirmation email within 60 seconds stating the date your access ends.

If you are unable to cancel via your account, contact us on WhatsApp, by email at support@keydole.co.uk, or use our contact form.

6. Effect of cancellation on your data

After your access ends, your account data is retained for 12 months in accordance with our Privacy Policy, after which it is deleted. Payment records are retained for 7 years for accounting purposes.

7. Statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK law. If the Service does not conform to contract, please see our Refund Policy.