Terms of Service

Last modified: 29th January 2025

Recent Changes

• Updated Mobile App minimum OS and supported languages
• Trials wording updated
• Clarification and Legibility improvements to:
  • Payments
  • Discounts
  • Addons
  • Support

Radio.co (UK) Ltd is Registered in England and Wales (Company No: 9272479 & VAT Number: GB248855657)

Referred hereinafter as 'Radio.co', 'our', 'we' and 'us'; is an internet service provider. All customers under our service are subject to the terms and conditions described in this document.

Radio.co reserves the right to make alterations to this document whenever we deem reasonable. It is the client's sole responsibility to check this document for updates on a regular basis.

Our services are diverse, so sometimes additional terms or product requirements (including age requirements) may apply. Additional terms will be available with the relevant services and those additional terms become part of your agreement with us if you use those services.

Acceptable Use, Rules of Conduct, Copyright, and Restrictions

Radio.co® is a registered trademark of Radio.co (UK) Ltd.

All material on this site, including but not limited to text, images, illustrations, code, scripts, video and audio is protected by copyrights which are owned and controlled by Radio.co. Material from this website may not be copied, reproduced, republished, uploaded, posted, transmitted, or distributed in any way, unless we give you the written permission to do so.

Do not misuse our Services, for example, do not interfere with our Services or try to access them using a method other than the interface and the instructions that we provide. You may use our Services only as permitted by law, including applicable export and control laws and regulations. You may not use our services to distribute illegal or un-sociable material. If you are breaking laws, being obscene, spreading false information, or abusing our infrastructure, we have the right to stop you from doing these things. In light of recent events we have a duty of care to listeners to take action against any station reported as spreading misinformation regarding the current Covid-19 pandemic.

While Radio.co believes in free speech, content that directly discriminates others (racism, sexism, sexual orientation discrimination) is not permitted on the platform. Radio.co does not actively monitor streams. However, any complaints received regarding stations on our platform will be investigated fully.

We may suspend or stop providing our Services to you if you do not comply with our terms or policies or if we are investigating suspected misconduct.Failure to comply will result in Radio.co terminating your account with immediate effect.

Using our Services does not give you ownership of any intellectual property rights in our Services or the content that you access. You may not use content from our Services unless you obtain permission from its owner or are otherwise permitted by law. These terms do not grant you the right to use any branding or logos used in our Services. Do not remove, obscure or alter any legal notices displayed in or along with our Services.

Our Services display some content from third parties. This content is the sole responsibility of the entity that makes it available. We may review content to determine whether it is illegal or violates our policies, and we may remove or refuse to display content that we reasonably believe violates our policies or the law. But that does not necessarily mean that we review content, so please do not assume that we do.

In connection with your use of the Services we may send you service announcements, administrative messages and other information. You may opt out of some of those communications.

API resources for Radio.co products are shared with other users of the system and clients are required to understand this. We reserve the right to monitor, restrict, suspend API access or bill clients found to be using a disproportionate level of shared resources on a regular basis.

We do not provide any form of legal cover to any individual or company who utilize our services to distribute content with any copyright protection. Under no circumstances will Radio.co be responsible for the behaviour of our clients or their users when found to be broadcasting protected content. All licensing, copyright and royalty issues are the sole responsibility of the individual clients and/or their production entities.

Radio.co does not provide any form of music licensing or coverage for royalties. We recommend always consulting with qualified professionals or the relevant authorities for your country regarding copyright and licensing.

If contacted by an authority in the event of an illegal situation regarding the distribution of copyright protected or illegal material, we will co-operate fully in any investigations they decide to make against clients found to be breaking the law.

Some of our Services are available on mobile devices. Do not use such Services in a way that distracts you and prevents you from obeying traffic or safety laws.

Plans

Plans available from our pricing page are suitable for smaller scale and community radio projects. If you require large scale deployment and support please contact our team to discuss our enterprise services.

Plan features and pricing are subject to change which will be communicated to current users with no less than 60 days notice. Features for prospective users may change at any time.

Reselling

Reselling Radio.co products/services is strictly prohibited.

Reselling our services is prohibited without prior agreement. Our standard license does not permit users on the Radio.co platform to deliver services to or on behalf of a third party. Radio.co reserves the right to suspend or terminate accounts reselling. After which, a representative will contact the user(s) on the next steps.

Fair Use & Overages

All clients are subject to a fair use policy to maintain network health for all users. If we detect excessive use of our API or streaming servers for an extended period of time, we may enforce rate limiting. A member of the team will contact your station owner if this occurs.

Without exception, Radio.co requires prior notification from clients who intend to use Radio.co's services in conjunction with any large events and/or product launches. Sudden increase or spikes in traffic due to events or launches may cause interruption to service. If Radio.co is not informed prior to the fact, we will not be held liable for any interruption in your service during this time.

All plans include concurrent listener, periodic (monthly) bandwidth and storage limits. If your station usage exceeds bandwidth or storage usage by more than 25% one calendar month, or 10% over multiple consecutive months, your plan will be upgraded automatically to a more suitable plan level which will carry a prorated upgrade fee. You will be notified by email 24 hours prior to upgrade.

Trials, Payment, Cancellations, and Refunds

Trial Eligibility & Restrictions
Trial periods are intended solely for evaluating the product and are limited to one per customer. Users with an existing station are not eligible for a trial and must complete payment upon checkout. Trial eligibility is determined automatically at checkout, and appropriate messaging will be displayed where applicable.

The use of the product for any commercial purpose during the trial period is strictly prohibited. If trial abuse is detected, the trial period will be forfeited, and payment will be attempted. If payment is unsuccessful, the associated station may be removed from our systems. Users found to have abused the trial system will be prohibited from signing up for future stations with Radio.co.

Subscription Payments
Services are billed on a monthly or annual subscription basis unless otherwise specified. Payment will be collected automatically on the specified billing date, either one month or one year from the initial payment date, and will continue until a cancellation request is received via the correct method (see Cancellations below).
Where annual plans include two complimentary months, these will be applied in month eleven (11) and month twelve (12) of the billing cycle.
Pricing is set in US Dollars ($). Pricing displayed in Euros (€) and British Pounds (£) is for convenience only and may fluctuate due to exchange rates.
Failure to pay for services rendered will result in suspension of service and/or late payment fees in accordance with the UK Late Payment of Commercial Debt Act (1998). If payment remains outstanding for an extended period, we reserve the right to remove all services and associated data from our servers without notice.

Payment Processing Fees
Payments made via methods other than Credit/Debit Card, Google Pay, PayPal, or Direct Debit will incur an additional 10% processing and administration fee.

Cancellations
All payments billed to existing customers are non-refundable.
Clients wishing to cancel their service must do so at least 7 days before their next billing date via the Billing section of their Radio.co station or within their 7-day trial period.
Cancelling a PayPal or Card subscription directly without notifying us may result in automated service termination and permanent data loss.

Refund Policy
All plans purchased via our pricing page offer a 24-hour ‘cooling off’ period for new customers following the end of a trial. Refunds are available within 24 hours after the first payment is collected from a new customer, provided the services have not been used excessively.

The following services are non-refundable once purchased:

• Website Builder (including Plus)
• All Custom plans

Any refunds issued after the 24-hour cooling off period are at Radio.co’s sole discretion and will be subject to administration fees.

Clients are responsible for tracking all payments made. Refund requests for existing customers or those outside the cooling off period will be assessed on a case-by-case basis and may be subject to additional administration fees.

Promotions and Discounts

Promotional Codes & Offers
Radio.co may, at its discretion, offer promotional campaigns or promo codes. Promotional codes are valid only for new accounts and cannot be applied retrospectively to existing accounts or past purchases. Each promotional offer is subject to specific terms, including validity periods and eligibility criteria.

Discount Eligibility
Unless otherwise stated in writing, Radio.co’s standard discount is 10% in exchange for a banner placement on the customer’s website. Discounts are only available to non-profit organisations with a registered charity number.
All discounts and promotional offers are provided at the sole discretion of Radio.co and are not guaranteed.

Right to Withdraw or Revoke Discounts
Radio.co reserves the right to withdraw any promotional campaign or discount code without prior notice.
A discount applied to a subscription may be revoked if:

• The discount was obtained through fraudulent means or unauthorised access.
• The discount code is expired or no longer valid.
• The discount does not apply to the selected plan or subscription type.
• The customer is found to be misusing the discount or violating Radio.co’s Terms of Service.

Add-on Terms

General (Applies to all Add-Ons)

Trial Restrictions
Add-ons are not available during any trial period as they are considered additional services. Customers may create a Mobile App during the trial period; however, it will not be submitted for development until the first payment has been processed and the add-on terms have been accepted via the customer’s dashboard.

Billing & Payment

• Add-ons are billed immediately after the trial period ends (unless included in the selected plan) or immediately upon being added to an account on a pro-rated basis, regardless of the add-on's status.
• Payments for add-ons that have not been used are non-refundable.

Cancellation & Access
If an add-on is cancelled, it will remain accessible in its current state until the end of the active billing period.

Mobile Apps (Android & iOS)

Developer Account Requirements
Use of Radio.co Mobile Apps requires access to an active Apple and/or Google Play developer account. Membership to these third-party services may be chargeable, with fees varying by region. By signing up for an Apple or Google Play developer account, the user acknowledges and agrees to the respective terms and conditions of these third-party services.

Third-Party Compliance
Radio.co is not liable for any third-party applications that violate Apple or Google Play Terms of Service or Developer Program Policies. By purchasing and using Radio.co Mobile Apps, the user confirms they have reviewed and understand the relevant guidelines for any platforms where they intend to publish their app. Unless expressly stated in writing by Radio.co, all applications developed by Radio.co are considered third-party applications.

Policy Updates & Developer Account Holder Responsibilities
Apple and Google may update their developer account policies at any time and will communicate such changes directly to the account holder. Radio.co will assess and implement adaptations where reasonably practicable. Certain changes may require action from the developer account holder. In such cases, Radio.co bears no responsibility for implementing these changes, and compliance remains the sole responsibility of the account holder.

Device Compatibility & Language Support
Radio.co Mobile Apps are designed to function on most newer devices, including those running iOS/iPadOS 16.0 or above and Android 14.0 or above. However, compatibility with all device models cannot be guaranteed. Apps are provided in English, Spanish, French, German, Portuguese, Italian, Polish, Arabic, Japanese, and Chinese (Simplified), depending on the users device language settings. Where a language is not supported, the app will default to English (US).

Existing Apps & Publishing Limitations
Radio.co cannot update existing Android apps on Google Play if they were originally developed by a third party. In such cases, new Android apps will be provided as a separate submission. For iOS apps, Radio.co’s support team may contact the user for confirmation regarding similar situations.

Content Review & Compliance
All Mobile Apps undergo an internal review process by Radio.co’s development team before submission to ensure compliance with app store policies. Content, including images that are deemed explicit or in breach of copyright, will be rejected. Store listing text may be filtered or amended if deemed unsuitable. Due to copyright restrictions, album artwork will not be included in store listing screenshots.

Vanity Changes & Legacy Apps
Any vanity changes requiring redevelopment of Radio.co-provided apps will be subject to a standard administration fee of $40. This includes modifications to store screenshots and app icons.

Legacy Apps (developed up to November 2022) cannot be redeveloped. If vanity changes are required, the app must be upgraded to the new version available in studio.radio.co. This upgrade is subject to a fee of $50 per app.

Publishing Process & Limitations
Once an app has been developed, Radio.co is not responsible for delays caused by the publishing or review process on third-party app marketplaces and is not liable for any compensation due to such delays. Mobile Apps remain chargeable regardless of their publishing status.

Cancellation & Termination
If a Mobile App add-on is cancelled, it is the client’s responsibility to remove the app from any store where it has been published. In cases where payment fails or the Mobile App service is cancelled, Radio.co reserves the right to promote its services within the app interface.

Licensing Requirements
Live or on-demand content must be appropriately licensed before submission. It is the responsibility of the user to ensure compliance with the relevant licensing body. Radio.co is not responsible for apps once they are live within app stores. If you are unsure about the required licenses or what content can be legally distributed, please contact your local licensing authority or legal entity for further guidance.

Website Builder (Lite & Plus)

Billing & Domain Registration
The Radio.co Website Builder add-on is billed monthly or annually, in line with the customer’s main subscription. This includes access to one free .com, .net, or .org domain during initial setup. It is the client’s responsibility to ensure the selected domain is entered correctly. If a domain is registered in error, an administration fee of $40 will apply to register a replacement domain.

Domain Changes & Transfers
A $20 administration fee applies if switching a Website Builder service to a third-party domain or transferring between third-party domains.
If the add-on is cancelled, Radio.co reserves the right to retain domain ownership. Customers may request a domain transfer to another provider by contacting support, subject to a $40 administration fee.

Refund Policy
The Website Builder add-on is non-refundable for monthly plans.
Refunds are available within 24 hours of purchase on annual plans, minus a $20 administration fee.

Third-Party Service & Acceptable Use
Website Builder is a third-party service, and Radio.co does not provide any uptime guarantee or Service Level Agreement (SLA). The Radio.co Acceptable Use Policy applies to all Website Builder users. Radio.co reserves the right to suspend or terminate accounts found in violation of this policy. Radio.co is not responsible for data loss if using a third party applet in Website builder.

Email & DNS Administration
Radio.co does not provide mail services with Website Builder or the free domain. Clients requiring email-related DNS administration should contact support, with such requests subject to a $20 administration fee.

Payment Failure & Service Suspension
If payment for the Website Builder service fails, the associated website may be archived. Radio.co reserves the right to promote its services on any Website Builder domain registered via its platform until the add-on is reactivated. Upon reactivation, our automated system will attempt to restore your site. Non-standard edits to your site may not be restored and will need recreated.

Alexa Skills

Language Availability
Alexa Skills developed in a specific language will only be accessible to users whose Alexa devices are set to that language. Available languages are:

• English 🇬🇧
• French 🇫🇷
• Spanish 🇪🇸
• German 🇩🇪
• Japanese 🇯🇵

Invocation Names & Compliance
Alexa Skill invocation names may be adjusted by the Radio.co development team to ensure compliance with Amazon’s developer guidelines.
Certain words are prohibited by Amazon. If an adjustment results in significant deviations from the proposed invocation name, the support team will contact the customer.

Content Restrictions
Profanity is strictly prohibited. Any Alexa Skills containing profanity, drug references, or sexual content in their invocation name or description will be rejected.
"Now Playing" support is dependent on the station’s content. If Amazon refuses to support the feature (e.g., due to unsupported track metadata languages), it may be disabled.

Skills on Echo Devices with Displays
On Echo devices with displays, now playing information will be briefly shown before reverting to the home screen or default playback controls. Real-time track information will not be continuously displayed.

Permission Document
A permission document is required to use the Alexa Skill service. A template is available via the Radio.co dashboard.
Customers should only submit Alexa Skills for development if their station is correctly licensed for copyrighted content within their territory.
By submitting a skill, the customer grants Radio.co (UK) Limited permission to submit the skill on their behalf.

Redevelopment & Fees
If an Alexa Skill requires redevelopment for any reason other than bug fixes (e.g., vanity changes), a redevelopment fee of $20 (or equivalent) will apply.

Support and Communications Policy

Customers who require technical support can contact us at any time via the help centre (help.radio.co). We provide help guides in English and Spanish.

General Support terms

Support Channels & Response Times
Support requests should be submitted via designated support channels. Using alternative channels, such as the website sales chat system or sales email, may delay or prevent a response.

We aim to respond to support queries within 24 hours of submission. While we often respond sooner, response times are not guaranteed under our standard products unless explicitly stated.

Premium Support & Corporate Accounts
Corporate customers requiring aA dedicated account manager and/or Guaranteed response times should contact us to arrange a premium service level agreement. Standard support does not include telephone support to ensure fair service levels across all customers.

Submitting a Support Request
To help our team resolve issues efficiently, clients must provide:

• Clear account information
• System reference numbers
• A detailed description of the issue
• Screenshots where necessary

Failure to include these details may result in delays in response and resolution times.

Customer Conduct & Abuse Policy
Clients are expected to communicate professionally and respectfully.
We will not tolerate:

• Verbal, physical, written, or other abuse
• Threats of abuse or retribution
• Ticket desk spamming

Any abusive behaviour directed at Radio.co staff, customers, or officers will result in immediate account termination and forfeiture of any refund rights.

Scope of Support
Radio.co provides support only for its own services. Our technical team can assist with issues directly related to the availability and functionality of our platform.
We do not provide:

• General IT, hardware, or software support
• Website development advice
• Assistance with third-party services (clients should contact the third-party vendor directly).

While we aim to assist where possible, clients are responsible for their own research and training. If an issue falls outside of our expertise, we may offer best-effort support, but no resolution is guaranteed.

Staff Communications
Radio.co's support team provides assistance in English. Where necessary, translation services will be used to support customers in other languages.
Any views, information, or opinions presented in communications from a Radio.co staff member are solely those of the author and do not necessarily represent the company’s official position.

Changes to Support Policy
Radio.co may update or amend these support terms at any time. Our current plan-based support levels are detailed separately.

Our 'Plan' support levels are detailed below. We may change our support policy at any time.

Basic Support (Lite Plan)

The Lite plan includes self-service support only. You can find our help guides in English and Spanish at help.radio.co

Standard Support (Standard & Extra Plan)

Use of the help centre and access to the support team via email and messenger regarding issues directly related to Radio.co services and features. There is no limit to the number of tickets you can send. Please note, the in-app messenger is not a live chat service.

Enhanced Support (Plus & Premium Plan)

Access to the support options above plus you can schedule a call with one of the technical support representatives as per the terms below.

Telephone Support Terms

We offer telephone support in English for clients who may be finding it difficult to set up their station, or have many questions which can be answered more effectively in a call.

For smaller queries, or troubleshooting which may require investigation, we advise you to contact support via live chat or email as this method of communication will be more effective.

Our plans offer the following monthly call allowances:

• Plus: 2 calls per calendar month
• Premium: 4 calls per calendar month

Additional calls may be honored at the discretion of our support team. Telephone support can only be provided if you have scheduled a call. You can request a call back by contacting support at help.radio.co. Telephone support is provided on a first come, first served basis, subject to availability.

We can provide support by either telephone or Google Meet.

Support calls are allocated 15 minute time slots. Our technical support representatives may not exceed the allocated time. This is to keep telephone support availability as open as possible for all clients who are offered this service.

Our support team can only advise on issues directly relating to your Radio.co account or any third party services offered by Radio.co.

Sales Chat

Sales chat is available during standard office hours. This is designed for quick questions and sales queries only. If a client requires support they should use the official methods stated above. Our sales chat operators will not tolerate abuse or profanity. If used we reserve the right to evaluate the status of your services with us (if applicable) which could result in account suspension.

Your Content in Our Services

Some of our Services allow you to upload, submit, store, send or receive content You retain ownership of any intellectual property rights that you hold in that content. In short, what belongs to you stays yours.

When you upload, submit, store, send or receive content to or through our Services, you give Radio.co (and those we work with) a worldwide licence to use, host, store, reproduce, modify, create derivative works (such as those resulting from translations, adaptations or other changes that we make so that your content works better with our Services), communicate, publish, publicly perform, publicly display and distribute such content. The rights that you grant in this licence are for the limited purpose of operating, promoting and improving our Services, and to develop new ones. Some Services may offer you ways to access and remove content that has been provided to that Service. Also, in some of our Services, there are terms or settings that narrow the scope of our use of the content submitted in those Services. Make sure that you have the necessary rights to grant us this licence for any content that you submit to our Services.

About Software in Our Services

When a Service requires or includes downloadable software, this software may be updated automatically on your device once a new version or feature is available. Some Services may let you adjust your automatic update settings.

Radio.co gives you a personal, worldwide, royalty-free, non-assignable and non-exclusive licence to use the software provided to you by Radio.co as part of the Services. This licence is for the sole purpose of enabling you to use and enjoy the benefit of the Services as provided by Radio.co in the manner permitted by these terms. You may not copy, modify, distribute, sell or lease any part of our Services or included software, nor may you reverse engineer or attempt to extract the source code of that software, unless laws prohibit those restrictions or you have our written permission.

Open-source software is important to us. Some software used in our Services may be offered under an open-source licence that we will make available to you. There may be provisions in the open-source licence that expressly override some of these terms.

Modifying and Terminating Our Services

We are constantly changing and improving our Services. We may add or remove functionalities or features and we may suspend or stop a Service altogether.

You can stop using our Services at any time, although we would be sorry to see you go. Radio.co may also stop providing Services to you or add or create new limits to our Services at any time.

We believe that you own your data, and preserving your access to such data is important. If we discontinue a Service, where reasonably possible, we will give you reasonable advance notice and a chance to remove information from that Service.

Warranties and Disclaimers

We provide our Services using a commercially reasonable level of skill and care and we hope that you will enjoy using them. But there are certain things that we do not promise about our Services.

Other than as expressly set out in these terms or additional terms, neither Radio.co nor its suppliers or distributors makes any specific promises about the Services. For example, we do not make any commitments about the content within the Services, the specific functions of the Services or their reliability, availability or ability to meet your needs. We provide the Services “as is”.

Some jurisdictions provide for certain warranties, like the implied warranty of merchantability, fitness for a particular purpose and non-infringement. To the extent permitted by law, we exclude all warranties.

Liability for Our Services

When permitted by law, Radio.co and Radio.co’s suppliers and distributors will not be responsible for lost profits, revenues or data, financial losses or indirect, special, consequential, exemplary or punitive damages.

To the extent permitted by law, the total liability of Radio.co and its suppliers and distributors for any claims under these terms, including for any implied warranties, is limited to the amount that you paid us to use the Services (or, if we choose, to supplying you with the Services again).

In all cases, Radio.co and its suppliers and distributors will not be liable for any loss or damage that is not reasonably foreseeable.

We recognise that in some countries, you might have legal rights as a consumer. If you are using the Services for a personal purpose, then nothing in these terms or any additional terms limits any consumers’ legal rights which may not be waived by contract.

Business Uses of Our Services

If you are using our Services on behalf of a business, that business accepts these terms. It will hold harmless and indemnify Radio.co and its affiliates, officers, agents and employees from any claim, action or proceedings arising from or related to the use of the Services or violation of these terms, including any liability or expense arising from claims, losses, damages, judgements, litigation costs and legal fees.

About These Terms

We may modify these terms or any service specific terms, for example, to reflect changes to the law or changes to our Services. You should look at the terms regularly. We’ll post notice of modifications to these terms on this page. We’ll post notice of modified additional terms in the applicable Service. Changes will not apply retrospectively and will become effective no earlier than fourteen days after they are posted. However, changes addressing new functions for a Service or changes made for legal reasons will be effective immediately. If you do not agree to the modified terms for a Service, you should discontinue your use of that Service.

If there is any inconsistency between these terms and the additional terms, the additional terms will prevail to the extent of the inconsistency.

Any charges laid out in these terms are presented in US Dollars ($). If your subscription is billed in any other currency we will use the current day's exchange rate to process any charges due.

These terms govern the relationship between Radio.co and you. They do not create any third-party beneficiary rights.

If you do not comply with these terms and we do not take action immediately, this doesn’t mean that we are giving up any rights that we may have (such as taking action in the future).

If it turns out that a particular term is not enforceable, this will not affect any other terms.

Contacting Radio.co

For customer support, sales, or billing enquiries, please use our contact form to get in touch with us or email studio@radio.co.

For business and other enquiries, our correspondence address is:

Radio.co,
Suite 2A,
Basil Chambers,
65 High Street,
Manchester,
Greater Manchester,
M4 1FS,
United Kingdom

Our office telephone number is (+44) 161 884 1384.