Terms of Use


  1. These terms

    1. What these terms cover. These are the terms and conditions between you and AETN which govern your access to and use of the Crime + Investigation Play app, service and content (Crime + Investigation Play).

    2. Why you should read them. Please read these terms carefully before you register with Crime + Investigation Play. These terms tell you who we are, how we will provide Crime + Investigation Play to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

    3. What other terms apply. Our End-User Licence Agreement (EULA) as updated from time to time applies to use of Crime + Investigation Play, and you must accept the terms of our EULA if you wish to use Crime + Investigation Play. By downloading, installing or using Crime + Investigation Play, or by placing an order (as discussed below) you agree to the terms of our EULA which is available to read [https://www.crimeandinvestigation.co.uk/play/terms-and-conditions].

    4. Businesses. Crime + Investigation Play is only available to consumers and by registering for Crime + Investigation Play you confirm you are doing so only for your personal use and not in connection with your trade, business, craft, or profession. 

  2. Information about us and how to contact us

    1. Who we areWe are AETN a UK company registered in England and Wales. Our company registration number is 03105704 and our registered office is at 1 Queen Caroline Street, London, UK, W6 9YN. Our registered VAT number is 667591389.

    2. How to contact us. You can contact us by telephoning our customer service team at by writing to us at help@crimeandinvestigationplay.co.uk or AETN UK 1 Queen Caroline Street, W6 9YN.

    3. How we may contact you. If we have to contact you we will do so through Crime + Investigation Play, by telephone or by writing to you at the email address or postal address you provided to us when creating your account.

    4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

  3. Our contract with you

    1. How we will accept your order. When you submit your information to register an account or to subscribe to Crime + Investigation Play through an existing account, you are placing an order to subscribe to Crime + Investigation Play. Unless you have signed-up for a free trial (see clause 3.2) our acceptance of your order takes place when we grant you access to your Crime + Investigation Play account, at which point a contract will come into existence between us on these terms. Please refer to clause 10.4 for information about our payment terms. Payment is taken in advance either monthly or annually, depending on the type of subscription you choose, and as explained during the registration process. If you register for a free trial, payment for your first subscription period will be taken as soon as your free trial ends. 

    2. Free trials. We may offer free trials from time to time. If you sign-up for a free trial, then our acceptance of your order takes place on the day your free trial ends, unless either: (a) you contact us to let us know you wish to cancel your order at least 24 hours before then (which you can do through your account settings on Crime + Investigation Play or by using our contact details at s.2.2) or (b) we contact you (by email, telephone or through Crime + Investigation Play) to let you know we have rejected your order. Use of Crime + Investigation Play as part of a free trial remains subject to the terms of our EULA. We may withdraw, suspend or terminate any free trial period at our discretion.

    3. If we cannot accept your order. If we are unable to accept your order, we will inform you and not charge you. This might be because of limits on resources, because we have identified an error in the price or description of the service or the registration process, or because we are otherwise unable to offer the Crime + Investigation Play to you.

    4. Your account number. We will assign you a customer ID. It will help us if you can tell us this number if you contact us.

  4. Crime + Investigation Play

    1. The app and service. Crime + Investigation Play allows you to browse, watch and, in some cases, download, programmes which we make available from time to time through Crime + Investigation Play. You will be able to access Crime + Investigation Play, subject to the terms of our EULA, once we accept your order, for the duration of your subscription.

    2. Minimum requirements. We deliver Crime + Investigation Play through a web application you can use in your browser. We may from time to time also make available apps for certain additional platforms. Our web player and apps may have certain minimum system requirements and may only be compatible with certain devices. For information about compatibility and these requirements please refer to https://crimeandinvestigation.co.uk/play/help.

    3. Variations. We may change the content, appearance, and functionality of Crime + Investigation Play. We occasionally update the Crime + Investigation Play web and mobile applications to improve them or to address technical issues and you may be required to instal updates to continue using Crime + Investigation Play. The content available through Crime + Investigation Play changes from time to time, and we may add or remove programmes. We may, but are not always able to, provide notice of upcoming changes, or how long a particular programme will be available, through the Crime + Investigation Play apps or our website, or via email.


    5. We are not responsible for delays outside our control. If the availability of Crime + Investigation Play is delayed or interrupted by an event outside our control then we will contact you as soon as possible to let you know and take steps to minimise the impact on you. Provided we do this we will not be liable for delays or interruptions. If there is a risk of substantial delay or interruption (for example, longer than 5 days) you may contact us to end the contract and receive a refund for the period you have paid for during which Crime + Investigation Play was not available.

    6. What will happen if you do not give required information to us. We may need certain information from you so that we can provide Crime + Investigation Play. If so, this will generally be collected during the registration process. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may end the contract (and clause 7.2 will apply). We will not be responsible for failure, delay or interruption in providing Crime + Investigation Play if this is caused by your failure to provide information.

    7. Suspension. We may have to suspend availability of Crime + Investigation Play to:

      1. deal with technical problems or make minor technical changes;

      2. update Crime + Investigation Play to reflect changes in relevant laws and regulatory requirements;

      3. undertake maintenance or improvements.

    8. Your rights if we suspend Crime + Investigation Play. Where possible we will contact you in advance to let you know of suspensions, unless the problem is urgent or an emergency. If suspension is necessary for a substantial period (for example, longer than 3 days) we will adjust the price of your subscription so that you do not pay for products while they are suspended for an extended period. You may contact us to end the contract if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 5 days and we will refund sums you have paid in advance for the period after you end the contract.

    9. Non-payment. We may terminate the contract between us or suspend your access to Crime + Investigation Play if you fail to pay for your subscription when payment is due (for example, if your payment mechanism expires, you have insufficient funds, or we are unable to take payment from your card for any other reason).

  5. Your rights to end the contract

    1. You can always end your contract with us. Your rights when you end the contract will depend on the reason why you wish to end the contract:

      1. If Crime + Investigation Play is faulty or misdescribed you may have a legal right to end the contract (or have a service re-performed, or get some or all of your money back), see clause 9;

      2. If you want to end the contract because of something we have done or have told you we are going to do, see clause 5.2;

      3. If you have just changed your mind, see clause 5.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;

      4. In all other cases (if we are not at fault and you are not exercising your right to change your mind), see clause 5.6.

    2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below, the contract will end immediately and we will refund you in full for the subscription period you have paid for but not received and you may be entitled to compensation:

      1. we have told you about an upcoming change to Crime + Investigation Play or these terms which you do not agree to;

      2. we have told you about an error in the price or description of Crime + Investigation Play and you do not wish to proceed;

      3. we have informed you that Crime + Investigation Play may not be available for an extended period because of events outside our control;

      4. we have suspended Crime + Investigation Play for technical reasons, or notify you we are going to do so, in each case for a period of more than 3 days; or

      5. you have a legal right to end the contract because of something we have done wrong.

    3. Exercising your right to change your mind. For most products and services bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

    4. When consumers do not have a right to change their minds. Your right to change your mind does not apply in respect of:

      1. digital products (for example the content available through Crime + Investigation Play) after you have started to download or stream these;

      2. services, once these have been completed, even if the cancellation period is still running.

    5. How long do you have to change your mind? You may change your mind for any reason until the earlier of: (a) 14 days after we accept your order; and (b) the date you begin downloading or streaming programmes through Crime + Investigation Play.

    6. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still end the contract. Just get in touch to let us know or cancel your subscription through the Crime + Investigation Play application. The contract will end at the end of your current subscription period.

  6. How to end the contract with us (including if you are a consumer who has changed their mind)

    1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following: 

      1. Online. Complete the form https://crimeandinvestigation.co.uk on our website or cancel your subscription through your account settings in the Crime + Investigation Play application.

    2. After ending the contract. If you end the contract for any reason you will no longer be able to use Crime + Investigation Play, including any content you have downloaded.

    3. How we will refund you. If you are entitled to a refund under these terms we will refund you by the method you used for payment.

    4. When your refund will be made. We will make any refunds due to you as soon as possible and generally within 14 days of your telling us you wish to end the contract.

  7. Our rights to end the contract

    1. We may end the contract if you break it. We may end the contract and stop making Crime + Investigation Play available to you at any time by writing to you or notifying you through Crime + Investigation Play if: (a) you do not make any payment to us when it is due and you still do not make payment within 5 days of us reminding you that payment is due; or (b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide Crime + Investigation Play.

    2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 7.1 we will refund any money you have paid in advance for Crime + Investigation Play to the extent we have not provided it but may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

  8. If there is a problem

How to tell us about problems. If you have any questions or complaints about Crime + Investigation Play, please contact us. You can email us at help@crimeandinvestigationplay.co.uk.

  1. Your rights in respect of defective products if you are a consumer

    1. If you are a consumer we are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

For digital content, for example programmes you stream or download or our apps, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

a) If your digital content is faulty, you're entitled to a repair or a replacement.

b) If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all your money back

c) If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation

For services, for example access to the Crime + Investigation Play platform, the Consumer Rights Act 2015 says:

a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.

c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

  1. Price and payment

    1. Where to find the price. The price of subscribing to Crime + Investigation Play (which includes VAT) will be the price indicated through the Crime + Investigation Play apps or website when you placed your order for your subscription. We take all reasonable care to ensure that the price advised to you is correct. However please see clause 10.3 for what happens if we discover an error in the price. We may change the price of Crime + Investigation Play subscriptions from time to time, to account for increases in our costs, to allow us to secure new content, or for other reasons we are unable to anticipate. If we are going to increase the price, we will give you at least one month’s notice by email or through Crime + Investigation Play. If you do not want to continue using Crime + Investigation Play at the new price, you can cancel your subscription before that change takes effect by letting us know as described at clause 6.1.

    2. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply Crime + Investigation Play, we will adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

    3. What happens if we got the price wrong. It is always possible that, despite our efforts, price information is displayed incorrectly. We normally check prices so that, where the price when you register is less than our stated price, we charge the lower amount. If the correct price is higher than the price stated to you, we will try to contact you for your instructions before we accept your order. If we accept your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, and refund sums you have paid.

    4. When you must pay and how you must pay. We accept payment by the means notified to you when you register. You are required to provide payment card details to subscribe, and we will charge subscription fees to that card at the beginning of each subscription period (subscriptions are normally for either one year or monthly, and payment for either each month or the full year is taken up front accordingly, and then each subsequent month or year, on or around the same date as the date you register or the date your free trial ends, unless agreed otherwise during the subscription process). You can update your payment method through your account settings in Crime + Investigation Play.

  2. Our responsibility for loss or damage suffered by you

    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

    2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights as summarised at clause 9.1; and for any other liability which cannot lawfully be excluded or limited.

    3. When we are liable for damage caused by defective digital content. If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

    4. We are not liable for business losses. We only supply Crime + Investigation Play for personal domestic and private use. If you use the products for any commercial, business, public or other purpose you are in breach of these terms, and we shall have no liability to you (subject to clause 11.2) whether in contract, tort (including negligence) or otherwise in connection with Crime + Investigation Play.

  3. How we may use your personal information

    1. How we will use your personal information. We will only use your personal information as set out in our https://www.crimeandinvestigation.co.uk/play/privacy-cookies-policy as amended from time to time.

  4. Other important terms

    1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

    2. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

    3. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

    4. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

    5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide Crime + Investigation Play, we can still require you to make payment at a later date.

    6. Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.