Read the order terms first
Digital access can be activated quickly. Refund eligibility, time limits and exclusions must match the terms shown or supplied before payment. If a fixed refund window is not presented clearly, ask support to confirm it in writing before ordering.
Request process
Send a refund request to [email protected] or the verified WhatsApp contact. Include the order date, plan, payment reference, device, player, description of the problem and troubleshooting already attempted. Never send full card details.
Technical issue review
Support may ask you to test an alternative stream, supported player, device, Ethernet/Wi-Fi path or lower quality to determine whether the issue is account-wide, source-specific or local to the setup. Cooperating with reasonable troubleshooting helps the request be assessed fairly.
Common eligibility factors
Assessment may consider whether access was activated, whether the service was materially unavailable, whether the device and player were supported, how much of the subscription period was used, whether connection limits were exceeded, and the written terms accepted at purchase.
Situations commonly excluded
A request may be declined where the service works but the buyer changed their mind after substantial use; an unsupported app or device was used despite compatibility guidance; credentials were shared or abused; a specific changing catalog item is missing; or the request falls outside the agreed terms. Applicable consumer law can override contractual exclusions.
Approved refunds
If approved, a refund is generally returned through the original payment route where practical. Banks and payment providers control their own posting times and currency conversion.
Chargebacks and communication
Contact support first so the issue and order record can be reviewed. Nothing on this page removes rights available under applicable law or a payment-provider process.
Policy scope and effective date
The exact eligibility terms presented with an order—including any stated request period—form part of this policy. Where no fixed period is stated, support will assess the request using the factors above and applicable consumer law. Effective 2 September 2026.