Effective date: 22 October 2026.
Our 14-day refund promise
If Player Zero is not right for you, request a full refund within 14 calendar days of your direct purchase. You do not need to give a reason. Downloading, installing or activating the software does not remove this voluntary promise.
This promise applies to direct purchases of Player Zero software licences, including single desktop licences and desktop licence packs. The period starts on the date of each purchase, not when a free trial starts. A refund request received within that period remains eligible while we process it.
How to request a refund
Email hello@builtbyboard.com with your purchase email, order or transaction reference, purchase date and the item you would like refunded. A reason is optional. Never send payment card details, passwords or playlist credentials.
For an order sold by Paddle, you may also use the support link in your receipt or request help at paddle.net. We will communicate our approval of an eligible refund to Paddle, which processes refunds for orders it sold. Paddle's own terms and any additional rights it provides also apply. See the Paddle Buyer Terms and Paddle Refund Policy.
For another direct payment channel, contact us using the same email address and we will arrange the refund through the original seller or payment provider.
After 14 days
Contact us if you have been charged twice, received the wrong licence, or the software is faulty or does not match its description. The 14-day voluntary window does not limit your legal rights, including any right to a remedy or refund after that period. We will also consider other requests individually.
A third-party stream or provider can change or become unavailable. We support the Player Zero software and can help establish whether a problem is in the player or the source. This does not restrict the 14-day refund promise or any statutory remedy you may have.
What happens to a refunded purchase
The paid entitlement supplied by the refunded purchase ends. A full desktop-pack refund removes the licences supplied by that pack. Separate purchases remain subject to their own terms. Contact us before requesting a partial refund so we can explain its effect on your licences.
Refund processing
Refunds are returned through the original seller or payment provider, normally to the original payment method. We do not deduct a handling fee from a full refund under our 14-day promise. For Paddle orders, its policy describes processing eligible refunds within 14 days of approval, with separate timing for statutory withdrawal. Your bank or payment method may take additional time to display the funds.
App-store purchases
Purchases billed by Apple or Microsoft follow that store's refund procedure and applicable consumer law. Contact the store through your receipt or purchase history. Our direct-purchase promise does not replace a store's rules; contact us if you need product or licence information to support a request.
Your legal rights
This policy adds to your mandatory consumer rights and does not exclude or reduce them. Any applicable statutory withdrawal, refund or other remedy remains available, including where it gives you greater protection. Contacting support is not a condition of exercising your lawful rights through your payment provider.
Player Zero is developed by Built By Board Ltd, registered in England and Wales, company number 15604498. Registered office: 49 Somerville Drive, Leighton Buzzard, Bedfordshire, United Kingdom, LU7 3RY. Contact: hello@builtbyboard.com.