Request window
Submit a refund request within 7 calendar days of the initial activation date. The window is configured centrally and may be updated for future orders. A request does not automatically create eligibility; we review the facts and applicable consumer rights.
Renewals, extensions and additional-device purchases are normally final once activated unless required by law or a confirmed service issue cannot be resolved.
Before requesting a refund
Contact support promptly and allow a reasonable troubleshooting opportunity. Many issues come from an unsupported player, incorrect credentials, Wi-Fi congestion or a device decoder setting.
- Provide the order email and activation date
- Identify the device model and application
- Describe the problem and when it occurs
- Share non-sensitive screenshots of any error
- Do not include passwords or complete account credentials
Examples generally not eligible
A change of mind after successful activation, failure to check an unsupported device, third-party application fees, requests for content never confirmed before ordering, internet-provider problems, account sharing, misuse or expiry of the purchased term generally do not qualify.
We do not promise that any specific third-party channel, event or programme will remain available unless that commitment is explicitly included in written order terms.
Approved refunds
If approved, funds are returned through the available original method where practical. Financial institutions and payment processors control posting times. Any statutory consumer right that applies to your purchase takes precedence over a conflicting policy limitation.
Questions may be sent through the official Contact page or configured WhatsApp option. Include enough detail for us to identify the request, but do not send passwords, complete payment credentials or confidential third-party information.