FAQ

1.How do I STOP the service?

There are three ways to stop the service:
1: Via text/sms: You can opt-out at any time by sending STOP to 65599. Stop message is charged at your standard message rate with your operator

2: Via e-mail: You can send an e-mail containing the phone number that needs to be unsubscribed to [email protected]. You will be unsubscribed within 24 hours (between business hours, otherwise on Monday after the weekend). 

3: Via telephone help line: customers can call the live help line number 0333 3137 782  (Live agent available during business hours). The customer will be unsubscribed within 24 hours (on business days).

2.How do I subscribe to the service?

Our service is promoted via Google 3G traffic. While browsing the Internet, if you see a banner of our service, click it & then follow the instructions on the pages in order to complete your subscription.

3.What are the costs of the service?

The costs of the Playfilms subscription service are £3.00 per week (starting on 18th December 2018). Sent text messages are charged at standard operator fees. 

4.How many messages will I receive?

None, the service consists of 1 billing per week. 

5.How long does the service go on for?

This is a subscription service. The service will go on until you unsubscribe from the service.

6.I did not know this was a subscription service?

All advertisement material clearly states that this concerns a subscription service. Furthermore, after subscribing the customer receives a free of charge information message stating the costs of the service, frequency, information on how to opt-out and a website address for more information on the service.

7.I did not subscribe to this service, why am I receiving messages?

We do not send any charged messages to a mobile phone number if the number is not subscribed to one of our services. Maybe you do not remember subscribing. Be careful when lending your mobile phone to people. The subscription is only activated when you have initiated it.

8.I thought this service was free of charge?

To avoid miscommunication, the price of the service is mentioned multiple times on all our promotional material.

9.My underage child has subscribed to this service.

We understand this is an unpleasant situation. To unsubscribe your child from our service directly, send a text message stating 'STOP' to 65599.For other methods to cancel your subscription, see FAQ 1. Our website clearly states multiple times that our services are for contestants of 16 years and older only. When a contestant is below the age of 18, parental approval is necessary to use our services. We are not liable for subscriptions of minors without parental approval.
Our services are according to the Code of Conduct made by the telecom operators.

10.Spam

Playfilms does not send out emails. Our affiliate networks refer to our products in their promotional material, which are distributed through various mediums including email.
If you have signed up with such a network to receive promotional material via email, you could therefore receive a Playfilms offer.
If you do not wish to receive these emails, you should contact the sender of the email and state your request. In most cases, there will be an 'unsubscription' button within these emails that will allow you to block further communication from a particular party. Alternatively, you can block the sender of this email with a function within your own email application (Hotmail, Outlook, Gmail etc).

11.Pop-ups

Some computer software is offered free of charge and comes with integrated advertising.
Such advertising allow the software developers to offer the software for free, and can be present in many applications including download accelerators, weather forecast tools, and music download applications.
Our affiliate networks can promote Playfilms services via these applications, which will appear as a pop-up in screen.
Also, some websites generate their own pop-ups. Most of the time, this is done to enable them to continue to offer their products/information free of charge. 
Your can compare this situation to free to air television, where commercials are broadcasted during shows to cover the cost of broadcasting those shows.
Pop-ups are harmless and can be closed in the same way as every other window.
If however, you wish to stop these pop-ups, you can either uninstall the application causing them, or install a pop-up blocker such as AdAware.

12.My question is not listed in the FAQs!

For all other questions: please send an email with your complaint to [email protected] (don't forget to mention your mobile number in the email!).

Contact

Should you require further assistance please send an email to: [email protected]
(Please do not forget to mention your mobile number in your email!).
You can also call our helpline: 0333 3137 782 (live agent available during business hours).