How can we help?

How to request a refund

Because our Passes are flexible and allow you to cancel at any time, we don’t normally give refunds. But in certain circumstances, we may be able to offer you a full or partial refund or credit.


Charged after a free trial?

When you start a free trial, we'll take your first payment 7 days later, unless you cancel before then. As this is made clear when you start your trial and in your email confirmation, unfortunately we're not able to refund you simply because you forgot to cancel before the end of your trial. 

If you've been charged because you forgot to cancel, the best thing to do is head to Passes & vouchers and cancel right away to make sure it doesn't happen again. You'll still be able to enjoy NOW TV for the full month you've paid for.

If you should start a trial for another Pass in the future, it’s a good idea to make a note of your payment date in your diary or calendar to help you budget, or in case you want to cancel. If you decide you don't want to continue with that Pass, you can cancel anytime and you'll still be able to watch for 7 days – so there's no need to wait until the last day of your trial to cancel. 


Do you have multiple accounts?

Unfortunately, we won’t be able to refund you if you’ve been charged twice for the same Pass because you’ve got more than one account. Check out our Cancelled but still being charged article for more info about multiple accounts. If you’ve lost track of your accounts, our Account Finder can help you find them.

Once you’ve found them, sign in to any accounts you no longer use and cancel any duplicate Passes before your next billing date to avoid being charged again.


Billed by iTunes or BT?

If you pay for your Passes through Apple or BT, you'll need to contact them for help with billing issues and refund requests.

  • Billed via iTunes? Head to the Apple support site
  • Billed by BT? Call their payments line on 0800 44 33 11.


Have you watched the Pass you want a refund for?

Yes, I’ve watched it

Unfortunately, you won’t be eligible for a refund if you’ve watched your Pass. If you’ve got a Month Pass, it will automatically roll on from month to month, so to avoid being charged again, head to the Passes & vouchers section of My Account to cancel before your next billing date. 

Yes, but only briefly

If you’ve only watched on one or two occasions, we may be able to offer you a partial refund or credit in certain circumstances – for example, if you had technical problems. Select the Get in touch button on this page to contact us by live chat, and we’ll check whether you’re eligible.

No, I haven’t watched it

We may be able to refund or credit you if you haven’t watched at all. Select the Get in touch button on this page to contact us by live chat, and we’ll check whether you’re eligible.


Looking for a refund for your NOW TV Box or Stick?

If your device is faulty, or you've changed your mind, you might be able to get a refund. Your next steps will depend on where you bought it. Learn more about Box or Stick refunds.

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