Clarifications on the suspension of service

1. Until when will I have access to Europa+?

Take the opportunity to finish watching your favorite series and programs, all subscribers will have access until December 31, 2023 even if their last payment or renewal has not been made.

2. How will my subscription be canceled?

For subscribers who purchased the service through the website, starting on December 15 we will begin the process of manually canceling each subscriber and issuing the refund applicable in each case.

Subscribers who acquired the service by purchasing from the App Store, Play Store or Roku can begin their cancellation process as indicated in question 5.

3. Will my last charge be refunded?

Yes, users who purchased an annual subscription on the website 60 days before December 15 will receive a full refund of the charge; Annual subscribers who purchased more than 60 days ago counting from December 15 and monthly subscribers will receive a prorated refund of their last charge.

Subscribers who purchased the service by purchasing from the App Store, Play Store, or Roku can initiate their refund request as indicated in question 6.

4. How long will it take to receive the refund?

We are committed to issuing all refunds by January 15, 2024. Once the refund is issued you should see it on your account statement within 5-10 business days. Please wait until after that date to inquire about the status of your refund.

5. How do I cancel my subscription if I signed up using the Google Play Store, Apple App Store or Roku Mexico?

To ensure that your cancellation is carried out and avoid improper charges, please follow the instructions of each store:

Google Play Store: https://support.google.com/googleplay/answer/7018481?hl=es
Apple App Store: https://support.apple.com/es-lamr/HT202039
Roku Mexico: https://support.roku.com/es-mx/article/208756478

6. How do I request my full or partial refund if I contracted using the Google Play Store, Apple App Store or Roku Mexico?

To start the full or partial refund process, please follow the instructions of each store:

Google Play Store: https://support.google.com/googleplay/answer/2479637?hl=es
Apple App Store: https://support.apple.com/es-lamr/HT204084
Roku Mexico: https://support.roku.com/es-mx/article/218368088

7. Why was this month’s charge or my 50% off annual subscription not applied?

To avoid inconveniences, we decided to stop the charges starting the second week of December. If you received a charge after that date, the corresponding refund will be issued as explained in question 3.

8. What happens if I paid my annual subscription?

Users who purchased an annual subscription on the website 60 days before December 15 will receive a full refund of the charge, annual subscribers who purchased more than 60 days ago counting from December 15 will receive a prorated refund of their last charge.

9. Can I continue watching Europa+ through my local cable operator?

No, the suspension of the service is general, only in some cases you will be able to continue watching until the first days of January 2024.

10. What happens with my account data (email, payment method, etc.)?

In accordance with our Privacy Policy, the information collected by Europa Más may be used even after you are no longer subscribed to the Service, for up to one year in order to: (1) prevent fraud; (2) report viewing histories for royalty purposes; and (3) reset your service and viewing history upon future request. If you do not want your Personal Data to be processed for any of the aforementioned purposes, you can send an email to masayuda@europamas.com

11. Where can I write to resolve my doubts?

Our customer service team is available to answer any questions you may have by writing to masayuda@europamas.com