We are here to guide you through every step. You can find answers to frequently asked questions or view our Help Center. You can always contact us if you have any questions!
How do I request a refund and when is it paid?
Email support@folkscape.live with your account email and, if available, order reference. No reason is required for an applicable cooling-off cancellation; fault details help us investigate a delivery problem. Statutory cooling-off refunds are issued within 14 calendar days after cancellation notice; statutory price-reduction refunds within 14 calendar days after entitlement is agreed. Automatic interruption refunds are issued within 14 days after the event; unused-bundle refunds within 14 days after notice. We use the original payment method unless you agree otherwise, without a refund fee. See the Terms of Service for the full policy.
What happens if a live broadcast is interrupted?
If a fault within our control means less than 70% of the advertised performance is successfully delivered, we automatically refund the single-event ticket or that event’s allocated bundle amount. At 70% or above, interruption alone does not trigger that automatic promise. Only usable performance picture and intended sound count; intervals and holding screens do not. A 71-minute delivery of a 100-minute show meets the threshold. You may still have a legal remedy for a significant failure, whatever the percentage. Subscription remedies depend on the benefits promised and the effect of the failure.
What if I have watched part of a bundle?
A bundle contains the events listed at checkout and does not renew. Under our additional bundle promise, you can cancel unused events until the end of the 14th day after the bundle contract date, even if you have watched another event. An event is unused if you have not started its live or recorded playback or downloaded it in an app. We refund its allocated share of the discounted bundle price and remove its access. Partly watched events do not qualify for this additional promise. Any greater statutory cancellation or fault rights still apply. Unused events are not otherwise refundable just because you decide not to watch after the applicable period.
Can I refund a single-event ticket?
A single-event ticket is a one-off purchase and does not renew. The event page and checkout show when access starts and ends and whether catch-up is included. The applicable cancellation rules are explained before payment. If your change-of-mind right has validly ended, missing the event or deciding not to watch does not itself entitle you to a refund. If we cancel or materially change the event, or fail to supply what was promised, the remedies in our terms apply.
How do I access my account?
To access your account, click Sign In at the top right of the page and enter your email address. You can request a sign-in link be sent to your email address to sign in without the need for your password or you can enter your password without requesting a sign-in link.
How do I reset my password?
On the Sign In page, click Sign in with password and then click on set new password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the email, click Reset Password, and you will be directed to select a new password before being redirected to the catalog page. If you have trouble remembering your password, you can also use our Passwordless Sign-In option by requesting a Sign-In Link on the login page.
How do I access the catalog?
Once you sign into your account, navigate the Catalog section (or equivalent section name) in the top menu to access all of our videos.
Can I download videos to save them to my device?
Our content is available for streaming only and cannot be downloaded directly to your device. However, you can access it anytime by signing into your account. If you're using our mobile app, you can save videos for offline playback, allowing you to watch your chosen videos later without an internet connection.
Why am I experiencing buffering or playback issues?
Buffering or playback issues are often related to your internet connection. We recommend a minimum speed of 25 Mbps for smooth streaming. You can also try refreshing the page, using a different browser, or clearing your cache.
Can I create multiple accounts with the same email address?
No, each email address can only be associated with one account. If you believe you already have an account and can’t remember the login details, please use the Forgot Password link.
Can I cancel my subscription?
Yes. For a website subscription, open Profile, Purchases and End Membership, or email support@folkscape.live. Stopping renewal normally keeps your access until the end of your paid period and prevents the next renewal payment. It does not automatically refund unused time. Cooling-off rights and rights where something has gone wrong are separate. If you subscribed through an app store, use that store’s subscription settings; contact us if you need help identifying the route.
How do I change my membership plan or update my billing information?
To change your membership plan or update your billing information, sign into your account and click Profile at the top right. Then, select Purchases. To change your membership plan, click on Manage Plan under the Membership section and follow the prompts to switch to a different option. To update your billing information, click on Change Payment Method under the Payment Method section and enter your new billing details.
Why is my credit card being declined?
Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.
How do I purchase a gift subscription?
To purchase a gift subscription, scroll to the bottom of any page on the website and click “Buy a Gift Card” in the footer. You’ll need to log into your account or create one if you don’t already have one. Then, select the subscription or bundle you’d like to gift, choose the duration of the gift, and complete your purchase by entering your payment details. After purchasing, you’ll receive a confirmation page and a confirmation email with the gift code, and a shareable link that you can send to your recipient.
How do I redeem a gift subscription?
To redeem a gift subscription, use the link shared with you by the gift sender. Clicking the link will automatically apply the gift to your account. If you don’t already have an account, you’ll be prompted to create one.
Does every purchase have a 14-day refund guarantee?
No. Where the normal statutory cooling-off right applies, you can cancel without a reason until the end of the 14th day after the contract date. For digital content, that change-of-mind right can end earlier once supply begins after your express consent and acknowledgement, with the required confirmation. Watching alone does not replace those steps. Any ongoing service has its own early-performance rules. Faulty or undelivered purchases are covered by separate rights, including after 14 days.
Still need help?
Most questions are already answered in our Help Center. It is the fastest way to get unstuck.
Since you subscribed through an app store, all billing changes — including plan changes, payment updates, cancellations, and refunds — must be managed directly through that app store.
Unfortunately, we don't have access to app store subscriptions and cannot make changes on your behalf.
