Seven days, if major downtime is not fixed.

When a refund is available

You can ask for a refund within 7 days of the order if major server downtime is not resolved. That is the guarantee. It covers a platform fault that stops the service and is still open after support has had a fair chance to fix it.

What this does not cover

These situations are outside the refund guarantee:

• A single channel missing, renamed, or replaced
• Buffering caused by Wi-Fi, an old stick, or a full connection count on your plan
• A change of mind after the service has been delivered and is running
• A device that cannot install a player, where support has offered a working alternative
• A trial line, which is either free or a £1.99 test and is not a paid subscription term

How to ask

Email [email protected] or WhatsApp +44 7493 482855 within 7 days. Include the name on the order, the email that received the line, the plan you bought, and what failed. Support will try to restore the line first. If the major downtime stays unresolved, the refund is returned on the original payment method where that method allows it.

How long it takes

Approved refunds are initiated within 7 days of the decision. Card and PayPal timings after that depend on the provider. Crypto and bank transfers are returned to the details you confirm in writing.