Refund Policy
Last updated 31 August 2026
What we check before anything else
Most requests that reach us describe something narrower than they first appear: one channel stuttering while the rest of the list plays, or a bad evening that tracks the household wifi rather than our servers. Tell support your order number, which device it happened on, and whether everything failed or only part of it. If there is no fix, we will say so plainly rather than leave you guessing.
The seven-day window
Where the subscription genuinely cannot be made to work and the cause sits on our side, you get the full amount back. Two conditions attach to that: raise it within seven days of ordering, and give us a fair chance to put it right before you decide.
Where the line falls
A refund is not available while the subscription itself is running correctly and the trouble lies in your own internet connection, wireless network or hardware; nor where a channel you were counting on is not carried, unless you asked us about it before buying. The same goes for an account shared or resold against our terms, and for a request that arrives once a substantial part of the paid period has already been used.
Making the request
Write to [email protected] with your order number and a description of what went wrong; if it started after a renewal or a change of television, mention that, because it narrows things down. We aim to reach a decision inside two working days. Approved refunds go back to the payment method you used, which banks usually take a further five to ten working days to show.
Before you go to your bank
Come to us first. A chargeback opened without contacting us suspends the subscription, and it puts your money behind a dispute that runs for weeks rather than days. Asking us directly is the quicker route, including in the cases where the answer turns out to be yes.