Refund Policy

1. Try before you pay

We offer free credentials with the full line-up, no card and no sign-up, so that you can check the service on your device, on your connection and on the channels you care about. Asking for one is the fastest way to avoid ever needing a refund.

2. When we do refund

We will consider a refund, in full or pro-rated against the time used, where the service does not work because of a problem attributable to us and our team cannot resolve it within a reasonable time after working through it with you.

• The line never activates and we cannot fix it
• A prolonged outage of our infrastructure that we cannot make good by extending the subscription
• A duplicate charge, or an amount different from the one confirmed in the chat

3. When we do not refund

A refund does not apply in the following cases, either because they are outside the service we supply or because the free trial exists to rule them out before you pay.

• A change of mind after activation
• The absence of a particular channel you did not ask about before ordering
• An insufficient or unstable internet connection at your address
• An incompatible device, or a third-party app that will not run on it
• A licence fee charged by a third-party app, which we do not receive
• A breach of the terms or of the acceptable use policy
• Having used a substantial part of the period you paid for

4. How to ask

Message us on WhatsApp describing the problem, the device, the app and what you see on screen. We will try to fix it first; if that is not possible, we process the refund through the original payment method wherever that can be done.

5. Chargebacks

Before opening a dispute with your bank, talk to us: almost everything is resolved in the chat and in less time. A chargeback opened without contacting us first means the line is suspended immediately.