Refund Policy

1. Try before you buy

We offer a free trial to every prospective customer, on the same servers a paid subscription uses, with no card required. We ask you to use it.

Nearly every refund request we receive could have been avoided by fifteen minutes of trialling: the connection wasn’t fast enough for 4K, the TV model wasn’t supported, or a specific channel wasn’t in the lineup. All of that is knowable before you spend anything. Ask us for a trial and we’ll set it up, including a multi-stream trial if several people will watch.

2. When a refund applies

You may request a refund within 24 hours of purchase where:

• The service does not work on your device and our support team is unable to resolve it with you
• You were charged more than once for the same order
• Your credentials were never delivered and we are unable to supply working ones

3. When it doesn’t

Refunds are not available where:

• More than 24 hours have passed since purchase and the credentials have been in active use
• The problem is caused by your internet connection, Wi-Fi setup, router or device rather than our service
• You have not contacted support to allow us to attempt a fix
• A specific channel is unavailable that we did not confirm was included before you ordered — please check with us first if a particular channel is the reason you’re subscribing
• The subscription was purchased for a purpose we did not advertise, or used in breach of our Terms of Service
• Your account was suspended or terminated for credential sharing outside your household or other misuse

4. Contact us before requesting

This isn’t a delaying tactic — it reflects what we actually see. The overwhelming majority of “it doesn’t work” reports are one of four things: a mistyped username or server URL, a Firestick on 2.4GHz Wi-Fi two rooms from the router, insufficient bandwidth for 4K, or an app that needs reinstalling.

All four are fixable in minutes. Message us with your device and what’s on screen and we’ll work through it with you. If we can’t make it work, we’ll tell you so and process the refund.

5. How to request one

Contact us on WhatsApp within the 24-hour window with:

• The email address you ordered with
• The date and approximate time of purchase
• A description of the problem and what you’ve already tried
• The device or devices you attempted to use

We aim to respond to refund requests within two business days.

6. Processing and timing

Approved refunds are returned to the original payment method within 5 to 10 business days. Your bank or card issuer may take a few days more to display the credit — that portion is outside our control.

Cryptocurrency payments cannot be reversed. Where a refund is approved on a crypto order we issue it as account credit or additional subscription time of equivalent value. If you think you may want a refund option, pay by card.

7. Upgrades and plan changes

Upgrades are handled as credit, not refunds. If you move from a 3-month plan to a 12-month plan, or from single-device to multi-device, we calculate the unused portion of your current subscription and apply it against the new one.

Nothing is refunded and nothing is re-charged — your credentials stay the same and only the expiry date and stream limit change. Downgrades mid-term are not refunded.

8. Renewals

There is no auto-renewal on any plan and we do not store payment details. When a subscription period ends the service simply stops.

This is deliberate. It means there is no such thing as a surprise renewal charge on your statement, and therefore no category of refund request that begins “I didn’t know I was still being billed”. We send a reminder before your expiry date so you can choose to renew.

9. Chargebacks

If you believe a charge is incorrect, please contact us before opening a dispute with your bank. We can usually resolve it faster directly, and a chargeback filed without contacting us will result in immediate account suspension while it is investigated.

10. Your statutory rights

Nothing in this policy limits rights you have under applicable consumer protection law. Depending on where you live, you may have rights that go beyond what is described here, and those rights take precedence.

11. Changes to this policy

We may update this policy from time to time. The version in force at the point of your purchase is the one that applies to that purchase. The date at the top of this page shows when it was last revised.

Questions

Anything unclear, ask before ordering rather than after — we would much rather answer a question than process a refund. Get in touch.