Refund policy

The principle

Two situations get confused in most refund policies and we think they should be separated.

The first is a service that did not work: you paid, and what you received did not function as described. In that situation we would rather fix it, and if we cannot fix it, refund you.

The second is a change of mind: the service works as described and you no longer want it. That is a different matter, and it is covered further down this page.

This is our policy, not a statutory right

We want to be straight with you about what this page is. There is no general federal law in the United States that gives you a cooling-off period on a digital subscription bought online, and we are not going to pretend otherwise. What follows is the policy we apply ourselves, by choice.

Because a subscription is digital access, it is delivered immediately: your credentials are issued as soon as payment is confirmed, and once they are issued the service has been supplied. That is why a straight change of mind after delivery is not something we refund. If you would rather not have the service activated immediately, tell us on WhatsApp before we issue your credentials and we will hold off; while activation is on hold you can cancel and get your money back in full.

When we will refund

We will refund in full where:

• We were unable to supply the service at all after payment.
• The service did not work as described and we could not resolve it within a reasonable period.
• The service could not be made to work on the device you told us about before you ordered. If you told us your device and we said it would work, and it then does not, that is on us.
• You were charged incorrectly, or charged twice.
• You canceled before your credentials were issued.

When we may refund in part

Where a service worked for part of the period and then could not be restored, we will consider a proportionate refund in US dollars for the unused remainder. Tell us on WhatsApp and we will look at it on its facts.

If it will not work on your device

This is the most common reason people ask, so it gets its own section. Message us and we will work through it with you: which player you installed, what the screen shows, how the device is connected. Most of these are settings problems and are solved in one exchange, and where a device genuinely cannot run a suitable player we will say so plainly rather than string it out.

If we cannot get it working on any device you have, and you told us the device before you ordered, we refund you. If the device is one you bought or chose afterwards and it turns out to be unsuitable, we will still try hard to help and will consider a partial refund, but we cannot promise a full one, because the service itself is working.

When we will not refund

We will not normally refund where:

• Your internet connection is not adequate for streaming. We publish the requirements and encourage you to check before ordering; we are happy to advise before you pay if you ask.
• Your device cannot run a suitable player and you did not tell us about it before ordering. We will check this for you beforehand if you ask — see our device compatibility page.
• A specific channel or program was not available. We do not promise particular content, and availability changes.
• You changed your mind after the service was supplied and is working as described.
• Credentials were shared or resold, contrary to our terms.
• You did not contact us to give us the opportunity to fix a problem.

That last point matters. A great many problems are solved in one WhatsApp exchange. We cannot fix something we were never told about, and a refund request for a problem we never heard about is difficult to assess fairly.

How to request a refund

1. Message us on WhatsApp at +1 672 896 2871. It is our only channel, so there is no form to fill in and no address to write to.
2. Tell us what went wrong, which device you used, and what you have already tried.
3. Give us a chance to fix it. Most issues are resolved quickly, and a working service is usually what you actually wanted.
4. If it cannot be fixed, we will confirm the outcome and, where a refund is due, process it to the original payment method.

We aim to reach a decision within a few business days of having the information we need, and to process approved refunds promptly thereafter. The time it then takes to reach your account depends on the payment provider.

Your rights under state law

Consumer protection law in the United States is mostly state law, and it varies from state to state. Nothing in this policy is meant to take away a right you do have where you live, and if the law of your state gives you a remedy that is better than this policy, that law wins. If you think we have got a decision wrong, say so on WhatsApp and we will look at it again.

How to contact us about this policy

WhatsApp is our only contact channel. Message +1 672 896 2871 and tell us what you need. We do not operate an email address, a telephone line or a contact form, so this is the route for every inquiry including those about your data and your rights.