What the cover is
Every term carries 7 days from the moment the account is activated. If the Service will not work properly on your equipment and support cannot get it working, you get the whole payment back. There is no restocking charge and no pro-rata calculation inside that window.
What is covered
Streams that will not play on a supported device after you have followed the walkthrough and worked with support.
An account that was never delivered, or delivered wrong and not corrected.
A line-up materially different from what was described to you when you ordered.
What is not covered
A connection that cannot carry the stream. We publish the figures needed, roughly 10 Mbps for HD and 25 Mbps for 4K, and a line below that is not something a refund can fix.
A particular channel or on-demand title disappearing, since line-ups change and the terms say so.
Changing your mind after the window has closed, or an account ended for breaking the acceptable-use terms.
A third-party player or its own charges, which belong to its developer rather than to us.
How to claim
Message on WhatsApp, or through the contact page on this site with your username and a short description of what is wrong. Let support try first: a good share of what gets reported turns out to be one setting in a player, and it is quicker for everyone. If it cannot be fixed, we process the refund by the route you paid on.
When the money arrives
We send it back as soon as the claim is agreed. How long it then takes to appear depends on the payment route rather than on us, and is typically a few days. We will tell you when it has gone rather than leaving you to guess.
Renewals
Nothing renews on its own here, so there is no accidental charge to refund. When a term ends you are asked whether you want another. A renewal you asked for carries its own 7 days in the same way the first one did.
If a clause here is unclear, ask about it before you order. Write to us on WhatsApp +212 663 813 479 or use the contact page.