Refund policy

Five situations, and we do not argue about any of them. The line was never created despite the payment going through. The credentials never worked and could not be made to work. We provisioned the wrong thing, wrong term or wrong number of connections, and you would rather have the money than the correction. You paid twice for the same subscription. Or you ordered and told us within the day that it was a mistake, before the line had been used.

The honest one to add: if we cannot get the service running on your particular setup inside the seven days, and we have genuinely tried, that is our failure and you get your money back. We would rather say so than string you along until the window closes.

If a fault appears mid term that we cannot resolve within a reasonable stretch, we refund the whole months you have not used and round the arithmetic in your favour rather than ours. The same applies if we ever withdrew the service from your region, or shut down entirely: the remaining months are yours to have back. Part refunds are calculated on whole months because that is how the line is provisioned, so a half-used month goes to you.

A working line where the trouble is your own broadband, your wifi, or hardware that cannot keep up. A channel you wanted that we do not carry, unless you asked us about that specific channel before paying and were told we had it. A block by your internet provider that a simple DNS change would clear, where you would rather not make the change. A line suspended under the fair use clause of the terms, which covers reselling, restreaming and running the subscription in a public venue.

And a term that has substantially been used. Watching for five months of six and then asking for the lot back is not a refund request, it is a free subscription, and no operator runs on that.

Because the overwhelming majority of “it does not work” messages are not the subscription. Real examples from an ordinary month: a provider quietly blocking the portal host, fixed by changing the DNS on the router. A Fire Stick sat on the 2.4GHz band on the other side of a kitchen wall. A username pasted into the app with a trailing space, which the app helpfully hides. A player pointed at the wrong port.

Every one of those takes a few minutes with someone who has seen it before, and every one of them looks identical to a dead line from your sofa. So message us, give us that one round, and if it is genuinely on our side we will say so and process the refund without making you chase it.

Always to the method that paid, never to a different card or a different wallet. Card refunds leave us immediately and then sit with your bank, which usually takes five to ten working days and occasionally longer over a weekend or a holiday. Crypto payments go back to the sending address in the same asset, at the amount we received rather than what it is worth on the day, because we are returning what was sent and not trading it. Payment provider fees are the one part we do not always get back; where a provider keeps its fee on a refund, that is deducted and we tell you the number before processing.

A block of credits is stock, not a subscription, so it is not covered by the seven day rule in the same way. An untouched block can be refunded within seven days of the top-up if not a single credit has been spent. Once a credit has provisioned a line it is consumed and cannot come back, in the same way a wholesaler cannot un-sell a case that has been opened. What a reseller owes their own customers is between them and their customers; we do not refund an end user we never sold to.

A chargeback raised without a word to us freezes the account while the dispute runs, takes weeks, and costs both sides a fee on top. It also removes the fastest route to your money, which is us simply pressing refund. We have never enjoyed a dispute and we have never won one that we should have lost. Send a message first. If the refund is due, you will have it long before a bank would have processed the claim.

Support handles the straightforward ones on the spot. Anything less clear goes to whoever runs the account side, and you get the reason in writing rather than a one word no. If you think the decision was wrong, reply to that email and say why; a second person looks at it. Approved refunds cancel the subscription at the same time, so the line stops when the money goes back. Both cannot be true at once.