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LEGAL

Cancelling an order

Your statutory right to cancel, in plain terms — when it applies, when it ends, and exactly how to use it.

Last updated · 2026-07-27

Everything you buy from Dubrate is bought at a distance, so the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel. This page is the cancellation information those Regulations require us to give you. It sits alongside our Terms — sections 2.5 and 4.1 say the same thing in the contract itself.

You have 14 days from the day the contract is made to cancel, for any reason, without giving one, and without paying any fee or penalty for cancelling. The contract is made at the moment your payment is taken. This applies to individual downloads, packs, and to every subscription tier on both the monthly and the annual billing option.

Wallet top-ups are not a purchase of content: an unspent balance is refundable to your original payment method on request at any time, without limit of time. Email support@dubrate.co.uk.

When the right ends early — downloads

For digital content, the right to cancel ends once supply has begun, but only where all three of the following are true (reg. 37):

  1. you expressly asked us to start supplying the download before the 14 days were up;
  2. you acknowledged that doing so means you lose the right to cancel; and
  3. we sent you confirmation of the contract, including this cancellation information, on a durable medium.

We ask for that request and that acknowledgement at checkout, with an unticked box you have to tick yourself, and we record the exact wording you agreed to along with the time, IP address and browser. We then email you the confirmation of the contract when the order completes — keep it, it is the durable-medium record and it repeats this cancellation information.

If any one of those three is missing, or you have not downloaded anything, your 14-day right is unaffected and you get everything back.

When a deduction is allowed — subscriptions

A subscription is a service supplied over a period, so cancelling inside the 14 days entitles you to your money back under reg. 34. One deduction is permitted, and only in one situation: if you expressly asked us to start the subscription immediately, we may keep a proportionate amount for the part of the subscription period already supplied before you cancelled, plus the value of any download credits you have already spent (reg. 36). If you did not make that request, no deduction may be made and you are owed the whole amount.

After the 14 days you can still cancel at any time from your dashboard; that takes effect at the end of the current billing period.

How to cancel

Tell us. Any clear statement that you are cancelling will do — there is no form to fill in unless you want to, and no reason to give:

  • Email support@dubrate.co.uk, quoting the order reference from your confirmation email; or
  • Write to us at 66 Paul Street, London, EC2A 4NA, United Kingdom; or
  • Use the model cancellation form below, by email or by post. You may use it, but you do not have to.

The deadline is met as long as you send your notice before the 14-day period expires. You do not need us to have read it, replied to it, or agreed to it.

What happens when you cancel

We reimburse all payments received from you, using the same means of payment you used, no later than 14 days after the day we are told you are cancelling. You will not be charged any fee as a result of the reimbursement. Where a permitted deduction applies (see subscriptions, above) we tell you the amount and how it was worked out.

Separately from all of the above, and as a matter of goodwill rather than law, we refund any purchase within 24 hours if you have not started a download — for example if you bought the wrong track. That is in addition to your statutory rights, not instead of them.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. Copy it into an email to support@dubrate.co.uk, or post it to the address above.

To: Showday Tickets Ltd Address: 66 Paul Street, London, EC2A 4NA, United Kingdom Email: support@dubrate.co.uk I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*]: ______________________________________________________ Ordered on [*] / received on [*]: ____________________ Order reference: ____________________________________ Name of consumer(s): ________________________________ Address of consumer(s): _____________________________ Signature of consumer(s) ____________________________ (only if this form is notified on paper) Date: _______________________________________________ [*] Delete as appropriate.

If something goes wrong

Cancellation is separate from your rights when a file is faulty or not as described — those come from the Consumer Rights Act 2015 and are set out in Terms section 2.4. If we cannot resolve a complaint between us, write to legal@dubrate.co.uk, and you can also refer it to Citizens Advice or your local Trading Standards service.