Refund Policy

When a refund is possible, how to ask for one and what happens next.

Last updated 29 October 2026

Nobody likes paying for something that does not work. If you have a problem, message us first: we will try to fix it straight away, for free. If we cannot, this page shows when a refund applies.

Quick answer by situation

Your situation	Refund?
The service will not work on a compatible device and suitable connection, we could not fix it together, and you received your login within the last 7 days	Yes, in full
We end the service for a reason that is not your fault	Yes, for the unused part of your plan
More than 7 days have passed since you received your login	No
Your connection is below our suggested speeds, or you used a device we said was not suitable	No
A particular channel, programme or title is no longer available	No; channel availability may vary
Access was suspended for breaking the terms, such as sharing a login	No
You changed your mind part-way through a longer plan	No

Not sure which plan to start with? The 1 Month plan at €12 is the lowest-risk way to try the service before choosing a longer one.

Step one: let us try to fix it

Message us on WhatsApp at +44 7868 240819 (opens WhatsApp in a new tab) and describe the problem. Support is free, 24/7, and most issues, such as a TV guide that will not load or a picture that pauses on Wi-Fi, have quick fixes. For the speeds we suggest, allow about 10 Mbps for HD, 25 Mbps for 4K and 50 Mbps for 8K.

Step two: ask for a refund

If we cannot get it working, send us a WhatsApp message from the number you ordered with, including:

The plan you bought.
The date you ordered.
What went wrong and what we tried together.

We will reply to confirm whether your request qualifies.

How the money comes back

Approved refunds go back through the original payment method wherever possible. Timing depends on the payment provider; we will confirm in the chat once the refund has been sent.

Your legal rights

This policy is in addition to, and does not affect, any rights you have as a consumer under the law of the country where you live. More detail is in our Terms of Service.