Cancel Roxi the easy way

Overview

Roxi is an entertainment platform from Magic Media Works Ltd that focuses on shared music video experiences, karaoke, music quizzes and world radio. Roxi is available on smart TVs and via a Roxi Entertainment device.

Main features

Roxi offers a free ad-supported app tier and a Premium tier with ad-free playback, expanded karaoke, games and voice search. The Roxi Entertainment device includes a one-year Premium Music Pass when bought with the device.

Where it runs

The Roxi app runs on smart TVs, Fire TV, Sky Q, Android TV, Google TV and Nvidia Shield. The mobile app controls the TV menu but does not itself provide full music listening or video watching on mobile.

Web (account) - detailed steps

1. Open https://roxi.tv/ and sign in to your account.
2. Go to Account or Subscriptions in the menu.
3. Choose the active subscription and select Cancel or Manage Subscription.
4. Confirm cancellation and keep any confirmation email or screenshot.

Phone - detailed steps

1. Prepare account details: email, device ID and payment method.
2. Call Roxi customer service - the phone number is not publicly disclosed by Roxi; request a call reference number.
3. Ask the agent to confirm cancellation for the current billing cycle and request confirmation by email.
4. If no email is received, note the date and time and follow up in writing.

Email - detailed steps

1. Compose an email to [email protected] with subject line "Cancel subscription" and include account email, subscription name and request to cancel immediately.
2. Send the email and save a copy. If you receive no reply within 48-72 hours, re-send and consider sending a registered letter.
3. If you are in a free trial, state clearly that you are cancelling during trial to stop any charge.

Post - detailed steps

1. Write a signed letter with your full name, account email, subscription details and a clear statement: "I wish to cancel my Roxi subscription effective immediately."
2. Send by Royal Mail Signed For or Special Delivery to: Roxi, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep proof of postage and any delivery receipt.

iOS/Apple - detailed steps

1. Open Settings on your Apple device, tap your name, then Subscriptions.
2. Find the Roxi subscription and tap Cancel Subscription.
3. Keep the Apple subscription cancellation confirmation email or screenshot.

Android/Google Play - detailed steps

1. Open the Google Play Store app, tap your profile, choose Payments and subscriptions then Subscriptions.
2. Select Roxi and tap Cancel subscription; save the Google Play confirmation.

Moving - change of country or territory

If you move and the Roxi service is not available in your new location, request cancellation and provide proof: recent utility bill, tenancy agreement or official change-of-address confirmation showing the new address. Roxi will review availability and may cancel the account.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for distance contracts and the Digital Markets, Competition and Consumers Act 2024 on renewal cooling-off notices.

Price increase

If Roxi increases the subscription price during an active period, you are entitled to cancel without penalty from the date the new price becomes effective if the price change materially alters your contract. Provide the notification you received from Roxi and the date the increase took effect as proof.

Applicable law: Consumer Rights Act 2015 (terms must be fair) and the Digital Markets, Competition and Consumers Act 2024 on renewal cooling-off requirements.

Death of the subscriber

Contact Roxi with the executor or next of kin details and provide a copy of the death certificate and proof of relationship. Roxi will deal with the account per its policy; supply the documents by email to [email protected] or by post to the registered address.

Legitimate ground

Legitimate grounds to cancel before the end of a period include persistent failure to provide the service with reasonable care and skill or a breach of contract. Provide evidence such as screenshots, dates and support communications that show repeated failures. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill.

End of commitment

When a fixed commitment ends (for example the included one-year Premium Music Pass on the Roxi device), you may cancel at the end of that term. Provide proof of purchase or device serial number if required.

Cooling-off (change your mind)

For contracts concluded online or off-premises, the standard 14-day cooling-off period under the Consumer Contracts Regulations 2013 applies. If you cancel during that period, no penalty may be imposed and you may be entitled to a refund for payments already made, subject to exceptions for digital content if supply began with your express consent. For renewal cooling-off and statutory rules, see Digital Markets, Competition and Consumers Act 2024 - cooling off.

Before you cancel: negotiate

Research shows no publicly reported standard retention offers from Roxi. To request a retention offer, contact support via [email protected] or by the web account message and ask explicitly for loyalty or retention pricing. Provide your account email, how long you have been a subscriber and, if applicable, the reason you want to leave. Suggested script: "I am considering cancelling. Do you have any retention offers or discounted rates available for my account?" Save any written offer.

What cancelling saves you - math and alternatives

Roxi Premium costs £6.99 per month. Annual cost: 6.99 x 12 = £83.88 per year. The Roxi Premium Music Pass for devices costs £52 per year after the first year. The Roxi Entertainment device costs £199 one-off and includes the first year Premium Music Pass.

Comparison with competitors listed in research: the cheapest competitor entry is GoForma at £22 per month. GoForma yearly cost: 22 x 12 = £264. Savings when replacing a Roxi Premium subscription with cancelling GoForma would be 264 - 83.88 = £180.12 per year. Example savings calculations:

• Roxi Premium: 6.99 x 12 = £83.88 per year
• Premium Music Pass (device) after first year: £52 per year
• Roxi Entertainment device one-off: £199
• Competitor example - GoForma: 22 x 12 = £264 per year

Consumer law that applies

Key UK laws: the Consumer Rights Act 2015 (services must be performed with reasonable care and skill) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which provide the 14-day cooling-off period for most distance contracts. The Digital Markets, Competition and Consumers Act 2024 adds protections around renewal cooling-off notices and cancellation rights. See statutory text for cooling-off at Digital Markets, Competition and Consumers Act 2024.

Cooling-off and refunds

Under the Consumer Contracts Regulations 2013 you have a 14-day right to cancel most online service contracts. The Digital Markets, Competition and Consumers Act 2024 requires traders to provide renewal cooling-off notices and specifies that no penalty may be charged for cancellation during those periods. If you cancel online, the trader must refund any overpayment within 24 hours of an online notification of cancellation where the regulations apply. For general guidance, see Citizens Advice Cancelling a service you've arranged.

How to escalate

First complain to Roxi in writing to [email protected] or by registered post. If you cannot resolve the dispute, contact Citizens Advice for information. For unresolved issues about unfair terms or renewal practices contact the Competition and Markets Authority or seek chargeback/Section 75 via your card issuer for qualifying card payments.

Check access and final date

If you cancelled during a free trial, service ends immediately. For paid subscriptions your access usually continues until the end of the paid period. Save the confirmation timestamp and any email confirming the effective date.

Data and account

Decide whether you want your account data retained. If you want deletion, request account deletion in writing to [email protected] and keep the reply. If Roxi does not publish a deletion policy, keep a copy of your request and any replies.

Final billing and refunds

If you cancelled within the 14-day cooling-off period and meet statutory conditions you may be entitled to a refund. For online notifications of cancellation, any overpayment must be refunded promptly and research notes refunds may be required within 24 hours in some circumstances under the 2024 Act. If you believe you are owed money, request a refund in writing and state the legal basis.

Re-activation

To re-activate, sign in to your Roxi account or re-subscribe via the Roxi app or device store. If re-subscription pricing has changed, you will be charged the current rate.

Before, during and after cancellation, use the checklist below to protect your rights and records.

• Confirm where you purchased the subscription (Roxi direct, Apple App Store, Google Play).
• If bought via Apple or Google, cancel in their subscription settings and keep the confirmation email.
• If bought directly, cancel in your Roxi account and save on-screen confirmation and emails.
• If you prefer paper, send a signed registered letter to Roxi, Crown Way, CF14 3UZ Cardiff and keep proof of postage.
• If cancelling during a free trial, state in writing that cancellation occurs during the trial to stop charges.
• Request a written refund explanation if you cancelled within a statutory cooling-off period.
• Keep all correspondence for at least six months after cancellation.
• If you are charged after cancellation, contact your card issuer for chargeback or Section 75 if the payment qualifies.