Refund policy

The principle

Two situations get confused in most refund policies and we think they should be separated.

The first is a service that did not work: you paid, and what you received did not function as described. In that situation we would rather fix it, and if we cannot fix it, refund you.

The second is a change of mind: the service works as described and you no longer want it. That is a different matter, and it is governed by the rules on digital content below.

Your statutory cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers generally have 14 days to cancel a distance contract.

For digital content supplied immediately, that right works differently. Where you ask for the service to begin straight away and acknowledge that you will lose the cancellation right once it has been supplied, the 14-day right does not apply to content already delivered.

Because IPTV credentials are issued immediately on request, this exception normally applies. We will make that clear on WhatsApp when you order. If you would prefer to keep your cancellation right, tell us before we issue your credentials and we will delay activation.

When we will refund

We will refund in full where:

• We were unable to supply the service at all after payment.
• The service did not work as described and we could not resolve it within a reasonable period.
• You were charged incorrectly, or charged twice.
• You cancelled before your credentials were issued.

When we may refund in part

Where a service worked for part of the period and then could not be restored, we will consider a proportionate refund for the unused remainder. Tell us on WhatsApp and we will look at it on its facts.

When we will not refund

We will not normally refund where:

• Your internet connection is not adequate for streaming. We publish the requirements and encourage you to check before ordering; we are happy to advise before you pay if you ask.
• Your device cannot run a suitable player. Again, we will check this for you before you order if you ask — see our device compatibility page.
• A specific channel or programme was not available. We do not promise particular content, and availability changes.
• You changed your mind after the service was supplied and is working as described.
• Credentials were shared or resold, contrary to our terms.
• You did not contact us to give us the opportunity to fix a problem.

That last point matters. A great many problems are solved in one WhatsApp exchange. We cannot fix something we were never told about, and a refund request for a problem we never heard about is difficult to assess fairly.

How to request a refund

1. Message us on WhatsApp at +1 672 896 2871.
2. Tell us what went wrong, which device you used, and what you have already tried.
3. Give us a chance to fix it. Most issues are resolved quickly, and a working service is usually what you actually wanted.
4. If it cannot be fixed, we will confirm the outcome and, where a refund is due, process it to the original payment method.

We aim to reach a decision within a few working days of having the information we need, and to process approved refunds promptly thereafter. The time it then takes to reach your account depends on the payment provider.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, which requires digital content to be of satisfactory quality, fit for purpose and as described. Where it is not, you have rights to a repair, replacement or refund regardless of what any policy says.

How to contact us about this policy

WhatsApp is our only contact channel. Message +1 672 896 2871 and tell us what you need. We do not operate an email address, a telephone line or a contact form, so this is the route for every enquiry including those about your data and your rights.