DAZN Service Charter

DAZN Service Charter – December 2025

INTRODUCTION

This Service Charter (“Service Charter”) is binding for DAZN Limited (“DAZN”) towards its customers and constitutes the reference point for customers in the provision of the DAZN Service (“DAZN Service” or “Service”).

The Service Charter is inspired by and incorporates the fundamental principles indicated in Article 3 of Resolution No. 179/03/CSP and Article 4 of Resolution No. 278/04/CSP issued by the Authority for Communications Guarantees (“AgCom”) and integrated by Resolution No. 711/11/CONS. It is a very useful tool that allows customers to access important information related to the DAZN Service.

The Service Charter complements the DAZN Service Terms of Use and DAZN Plans, which should be consulted for further contractual information and details.

The Service Charter consists of 14 sections:

1. The DAZN Service
2. Fundamental Principles
3. Service Rates and DAZN Promotions
4. Service Activation
5. Duration
6. Right of Withdrawal
7. Service Usage
8. Age Limits
9. Technical Requirements
10. Complaints
11. Privacy Protection
12. Customer Support
13. Dispute Resolution
14. Service Quality Levels

1. THE DAZN SERVICE

   DAZN is a service that offers its users online streaming access to a wide range of sports events from around the world on various internet-connected devices, such as SMART TVs, smartphones, tablets, consoles, or others. See the full list of supported devices here:
   https://www.dazn.com/it-IT/help/articles/16177408401821-dispositivi-supportati-da-DAZN

   The ability to use the DAZN Service requires an Internet connection, at the customer’s care and expense, with requirements specified at this link:
   https://www.dazn.com/it-IT/help/articles/how-fast-does-my-internet-need-to-be 

   For mobile network access, DAZN clarifies that the minimum connectivity standard required will be LTE/4G.

   The DAZN Service is provided by DAZN Limited, a company incorporated and governed by English law, with its registered office at 12 Hammersmith Grove, London, W6 7AP, United Kingdom, and a secondary office in Italy at Piazza della Repubblica 16, 20124 Milan (MI).

2. FUNDAMENTAL PRINCIPLES

   Equality

   DAZN ensures equal treatment of customers, regardless of gender, race, language, religion, and political opinions.

   Right of Choice

   DAZN always prioritises the customer’s right to consciously decide if, when, how, and for how long to activate the service.

   Service activation can be requested directly from DAZN at this link:
   https://www.dazn.com/it-IT/account/signup or through various available channels, allowing customers to freely choose the one most suitable for their needs and habits.

   DAZN communicates its offers and technical-economic conditions of the Service and DAZN Plans in simple, clear, and understandable language.

   Similar obligations apply to presenting any contractual changes and offering additional or supplementary services beyond those already provided to customers.

   DAZN recognises that users have the right to complete and exhaustive information on the legal, economic, and technical methods of service provision. Dissemination of any information to customers occurs according to criteria of transparency, clarity, and timeliness, observing principles of good faith and contractual fairness.

   In particular, in full compliance with Resolutions No. 179/03/CSP and 278/04/CSP and as provided in the DAZN Service and Plan Terms of Use, with at least 30 days’ notice and 60 days to withdraw without penalties, DAZN will inform customers completely, promptly, and transparently about:

   • changes to technical and economic contract conditions;
   • changes to this Service Charter.

   Participation

   Each customer, individually or through trade associations, may submit written observations and/or documents and make suggestions to improve the provision of the DAZN Service.

   Right of Access

   DAZN guarantees that each customer can exercise the right of access to information concerning them held by the organisation, as well as the rights of the data subject under Legislative Decree No. 196/2003 and Regulation (EU) No. 2016/679 (“GDPR”).

   Efficiency and Effectiveness

   DAZN pursues the progressive improvement of the effectiveness and efficiency of services offered to users. DAZN will do what is reasonably necessary to maintain and improve efficiency and effectiveness of the Service.

   Courtesy and Transparency

   DAZN undertakes to use maximum courtesy towards the customer, providing employees with appropriate instructions to ensure maximum availability and accessibility of information regarding the services offered.

   Minors

   The DAZN Service allows the customer to set “parental control” via a PIN. For more information, see:
   https://www.dazn.com/it-IT/help/articles/youth-protection-it 

3. SERVICE RATES AND DAZN PROMOTIONS

   Rates

   Not included in DAZN Plan prices:

   • costs related to the telephone line and other communication or access costs charged separately by the customer’s ISP or service provider;
   • costs related to purchasing any decoders or other equipment, unless otherwise specified in the offer.

   All our prices include taxes according to applicable rates.

   Billing

   DAZN pays particular attention to the billing process, committing to guarantee high transparency standards in line with AgCom requirements.

   Payments must be made via credit card; debit card; PayPal or another accepted, valid, and current payment method, including any supported third-party payment service providers (“Payment Method”).

   The amount due for each DAZN Plan is charged to the chosen Payment Method, except as provided for prepaid cards or codes, which are subject to general conditions available on dazn.com:
   https://www.dazn.com/it-IT/help/articles/where-to-buy-a-gift-code 

   In case of billing errors, refund requests or billing complaints may be submitted to:

   • DAZN at the specific contact points indicated under “Service Complaints” for payments via credit card; debit card; PayPal
   • supported third-party payment service providers for payments made through them;
   • third-party partners if the DAZN Service was purchased through them.

4. SERVICE ACTIVATION

   Activation of the DAZN Service, unless otherwise managed by third parties, requires creating an account as follows:

   • Create an account:
     1. Go to https://www.dazn.com/it-IT/account/signup 
     2. Enter your first name, last name, email address, and create a password.
   • Choose your subscription plan
   • Add a Payment Method
   • Start watching: download the DAZN App on supported devices

5. DURATION

   The DAZN subscription renews automatically at the end of the contractual period subscribed by the user, subject to cancellation and except as provided for prepaid cards or codes under their general conditions.

6. RIGHT OF WITHDRAWAL

   The customer may withdraw from their DAZN Plan by:

   • logging in to “My Account” at https://my.dazn.com/it-IT/myaccount/subscription/cancel and clicking “Cancel Subscription” or similar;
   • contacting Customer Service (https://help.dazn.com/hc/en-it/articles/16193199008157);
   • sending a registered letter to DAZN Limited, Piazza della Repubblica 14, 20122 Milan (MI) or certified email to daznlimited@legalmail.it.

   If contacted via online Customer Service, the customer will receive an automatic email with their ticket number.

   Withdrawal may be exercised as described in the DAZN Service and Plan Terms of Use, Article 7.
   If the customer subscribed via a third-party partner (e.g., Google, Apple, Amazon), withdrawal may need to be processed through that third party.

7. SERVICE USAGE

   DAZN owns/licenses all intellectual property rights related to the Service (including all content). All material, including design, texts, software, graphics, images, and videos received by the customer (and selections or re-workings thereof) are subject to DAZN and/or others’ copyright.

   Customer obligations:
   (i) use the DAZN Service exclusively for non-commercial purposes, without any economic or other gain, and not allow third parties to use the DAZN Service except household members;
   (ii) keep passwords secure and not share them;
   (iii) not copy, record, store, retransmit, or distribute DAZN content;
   (iv) not alter or reverse-engineer any DAZN Service functionality;
   (v) not allow simultaneous use by third parties;
   (vi) not use the DAZN Service for illegal or unauthorised purposes.

   DAZN may suspend or block access immediately if:

   • there are reasonable grounds to believe the customer’s use is harmful or violates conditions;
   • required by a regulatory authority.

8. AGE LIMITS

   To use the DAZN Service, you must be at least 18 years old or the age of majority in your jurisdiction.

9. TECHNICAL REQUIREMENTS

   The customer is responsible for maintaining hardware and software necessary for access. DAZN provides the Service “as is” and is not liable for event cancellations or interruptions beyond its control.

10. COMPLAINTS

    Complaints may be submitted within 7 days via Customer Service or mail. DAZN aims to resolve:

    • 80% of complaints within 450 hours
    • 90% within 500 hours
    • ≥93% resolved on time

    Quality Indicators Table: 

    INDICATORS	MEASURES	TARGETS 2026
    Complaint resolution time	- Time within which 80% of complaints are resolved	≤ 450 hours
    	- Time within which 90% of complaints are resolved	≤ 500 hours
    	- Percentage resolved within deadlines	≥ 93%

11. PRIVACY PROTECTION

    DAZN applies strict controls to ensure transparent data processing. See Privacy Policy.

12. CUSTOMER SUPPORT

    Channels: call centre, WhatsApp, email, chat (https://www.dazn.com/it-IT/help/articles/16193199008157-come-contattare-DAZN ).
    Chat link: https://dazn.com/help?chat=direct 

    Quality Indicators Table: 

    INDICATORS	MEASURES	TARGETS 2026
    Response time	a) Average operator response time	≤ 150 seconds
    Call rate	Calls answered within 20 sec	≥ 40%

13. DISPUTE RESOLUTION

    Handled by AgCom via https://conciliaweb.agcom.it/conciliaweb/login.htm.

14. SERVICE QUALITY LEVELS

    Streaming activation is immediate; full functionality available in ~6 minutes.

    Note 1: Refunds: up to 25% of monthly fee per issue, max 100% per month.