Refund Policy

Ask before you buy

Most refund requests come from a subscription that was never going to suit the customer’s setup. Because a person handles every order, that conversation can happen first — tell us your device and how it connects, and we will tell you if the answer is no.

We would rather turn an order down than take payment for something that will disappoint you.

What the refund terms are

The refund terms that apply to your subscription are confirmed by our team in writing at the time you order, before any payment is taken. Ask for them explicitly if they have not been stated, and keep the reply.

This website deliberately does not advertise a fixed refund window, because publishing one we had not agreed would be worse than publishing nothing. When a standard window is set, it will appear on this page and will apply from that date.

How to request a refund

Contact us on WhatsApp or by phone and include:

• The plan you bought and roughly when you bought it.
• The device you tried to use and how it connects to the internet.
• What went wrong, and whether it affected every channel or only some.
• Any error message, ideally as a photograph of the screen.

Those details are not a hurdle. They are what lets us tell the difference between a problem we can fix in ten minutes and one that justifies ending the subscription.

What we will try first

For playback problems we will normally work through the connection, the player application and the device before anything else, because that resolves the majority of cases. If it does not, we move on to the refund request rather than repeating the same suggestions.

Circumstances where a refund may not apply

• The subscription has been used substantially over its term.
• The problem is a device, app store or internet connection limitation that was explained before purchase.
• The subscription was shared, resold or used in breach of our Terms & Conditions.

Statutory consumer rights are unaffected by anything on this page.

How refunds are paid

An agreed refund is returned by the same method used for payment wherever that is possible. How long it takes to appear depends on the payment provider rather than on us.