Plans are digital and delivered immediately, so the default position is that a purchase is final. The exception is a genuine technical failure: if the service does not work on a device we list as supported and support cannot fix it, you get your money back.
When a refund is available
- The request is made within 48 hours of payment.
- The service did not work on a supported device, and support could not resolve it after at least one troubleshooting exchange.
- The login was never delivered, or was delivered with credentials that do not work and cannot be replaced.
When a refund is not available
- The plan has been used for more than 48 hours.
- The device is not supported, and the limitation was visible on the device page before purchase.
- The problem is the customer’s internet connection, Wi-Fi coverage or local network configuration.
- A specific channel is unavailable or has changed — channel line-ups are described as subject to change, which is why the trial exists.
- The account was shared beyond the connection limit or used in a way that breaches the terms.
How to request one
- Contact support with your username, the payment date and a description of the failure.
- Include the troubleshooting steps already tried, or the screenshots of the errors.
- If support cannot resolve it, ask explicitly for a refund within the 48-hour window.
Approved refunds are returned to the original payment method. The time to appear depends on the bank or card issuer, typically 5–10 working days. Payment processor fees are not deducted from an approved refund.
Partial refunds and pro-rata
Refunds are for the full plan price, not for unused days of a working service. If a plan worked for three weeks and then failed permanently, support may offer an equivalent extension instead of a refund; you can accept or decline it.
Chargebacks
If a chargeback is opened without contacting support first, the account is suspended while the bank investigates. That usually costs more time than a direct request. Always send the message first — most disputes are resolved by a credential reset or a refund.
Wrong plan purchased
If you bought the one-month plan by mistake and wanted the six-month one, contact support within 48 hours: the difference can be charged and the plan upgraded rather than refunded and repurchased. The reverse — a six-month plan bought by mistake — falls under the standard 48-hour rule.
Duplicated payments
Two payments for the same plan on the same day are refunded in full, minus nothing, once confirmed. Send both order references in one message.
Trial requests
Trials are free and therefore not refundable. If a trial failed because of a problem we caused, support reissues it rather than refunding it.