Refund policy

The short version

Once credentials have been issued and the service has been delivered, the sale is final. We cannot un-deliver a stream, and a service that refunds freely on a digital product that works is a service that either raises its prices or disappears. Ours does neither.

Instead of a guarantee, we sell a 1 month plan at $14.99. It is the same service, on the same servers, with the same support as the two year plan. If you want to find out whether this works in your house, that is what it is for, and it costs less than one month of almost anything else.

Why we work this way

Every refund on a working service is paid for by the customers who do not ask for one. A provider that offers thirty days money back on a digital product is either charging enough to absorb the abuse, or is not planning to be here in thirty days. We would rather be cheap and clear than expensive and reassuring.

There is also a practical problem. The most common reason a stream looks bad is the network between a router and a television, which is not something we can fix or be responsible for. A money-back guarantee on a service whose quality depends partly on your own Wi-Fi is an invitation to an argument neither of us wants.

What we do instead

• A cheap first term. 1 month at $14.99, identical in every respect to the long plans.
• Questions answered before you pay. Ask whether we carry your team, whether it works on your television, whether your connection is fast enough. We will tell you honestly, including when the answer is no.
• Setup help that does not expire. For as long as your subscription runs, a person on WhatsApp will work through a problem with you.
• Plain statements of what is missing. No multi-screen, no catch-up, no guide archive, no trial. All of that is on the pricing page in the same size type as everything else.

When we do refund

There are three cases, and we honour them without argument:

• We never delivered. If you paid and credentials were never issued, you get the full amount back.
• A duplicate payment. If you were charged twice for one subscription, the second charge is returned in full.
• A total failure at our end, in the first forty-eight hours. If the service does not work at all because of a fault on our side, and we cannot fix it within forty-eight hours of you reporting it, you get your money back. This does not cover an individual channel being unavailable, a feed changing, or a problem that turns out to be your network or your device.

When we do not

• You changed your mind, or someone else in the house did.
• A specific channel, event or feed is not carried, or stops being carried.
• The picture buffers because of your internet connection, your router or your Wi-Fi.
• Your device turns out to be too old, or is a Roku, which we say plainly cannot work.
• You wanted a second simultaneous screen, which we state on every page is not included.
• The subscription was suspended for sharing credentials or breaching the terms.
• You bought a long term and now want the unused portion back.

Chargebacks

If something is wrong, message us. Almost everything is solvable in one conversation, and a chargeback on a service that was delivered is simply a slower way of getting a no. Accounts with an open chargeback are suspended while the dispute runs, and a chargeback raised without first contacting us ends the relationship permanently.

How to ask

Message us on WhatsApp at +44 7454 755798 with your order details and what went wrong. If your case falls into one of the three above, we will process it within five working days back to the method you paid with. If it does not, we will tell you so directly rather than leaving you waiting.

Related

This policy forms part of our terms and conditions. The pricing page sets out what every plan includes, and the FAQ collects the four things we do not do in one place.