The undertaking
If the service will not run on your equipment and support cannot put it right, the full amount returns, provided you ask within 7 days of activation. Every term and every tier qualifies. One case deserves naming because it is the one people worry about privately: if what arrived covers materially less than this site described, that is a valid claim and we would rather be told.
What qualifies
A supported device that still plays nothing after the walkthrough and then after working through it with support.
Break-up that survives everything the desk can try — a different server, a different player, altered decoder settings.
Channels published on the line-up the day you bought and absent afterwards.
What does not, and why
Changing your mind once everything has been working, or asking after day 7. Saying so here is fairer than saying it at the moment you ask.
A connection that cannot carry what you bought. Three streams need roughly three times the bandwidth of one, and that arithmetic belongs to your line. We will help you establish it before you buy, which is rather the point of answering questions from people who have not paid.
An internet provider interfering with streaming traffic, or hardware that was never capable. Support will still help identify which.
Accounts closed under the acceptable-use section.
How to claim
Send your username and a couple of lines about the symptom, through . Let the desk try first: most of what arrives as a refund request ends as a repair instead, which is worth more to you than the money.
Where it genuinely cannot be fixed, the amount returns to the original method within five working days.
Renewals
The window belongs to a first purchase. Extending a line already running is not refundable, on the plain basis that you have had a term to observe how it behaves in your house. Buying a month before a year keeps this from arising.
Questions about this policy: message us on WhatsApp +212 663 813 479 or use the contact page.