Refund policy

What qualifies

A refund applies when your subscription does not work because of a problem on our side.

What does not automatically qualify

A refund is not automatic when the cause sits outside our service. The usual three are your internet connection, the device you are watching on, and the third-party player application you chose. None of those is something we supply or control, and replacing a subscription does not change any of them.

That is a statement about cause, not a refusal to help. If the fault turns out to be ours after we have looked, it qualifies — the point of asking first is to find out which it is.

How to ask

Write to us on WhatsApp first: we need the chance to look into the problem and try to fix it before a refund is agreed.

Full contact details are on thecontact page.

How a failure is assessed

We look at it with you over WhatsApp. In most cases two checks settle it quickly: whether the same access works on a different device, and whether it works on a different network. If the access fails everywhere, the cause is upstream of you and it is ours to fix or refund. If it works elsewhere, we keep looking with you — that result points at the device, the player or the connection rather than at the subscription.

The same two tests, written out in full, are on ourtroubleshooting page. Running them before you write makes the conversation much shorter.

How much is returned

If the problem is on our side and cannot be resolved, the amount follows the schedule below, according to the length you bought and the time since purchase.

The percentages below are the schedule itself, not a calculation from the time remaining: a 12-month subscription is still at 100% on the second day, a one-month subscription is not.

Once a refund is agreed, the subscription stops and we process the refund immediately. How long the money then takes to reach you is outside our hands, and we do not state a time for it.