If you read one paragraph, read this one
Ask within 7 days of the account being switched on, tell us what the screen did, and if we cannot get it working on your equipment you get the entire amount back. Every length and every screen count carries it. There is also a free 24-hour trial before any money changes hands, which is the cheaper way of finding out.
Which day counts as day one
Day one is the day your login was switched on. Not the day you paid, and not the day you first got round to opening the app. Seven days later the window closes at the end of that day, wherever you are. A message sent on the seventh day counts even if we answer on the eighth.
When the fault is at our end
Nothing plays on a device the setup pages list, after you have followed the walkthrough and worked through it with us in the chat.
The picture keeps stopping to load and it is still doing it after we have moved you to a different server and changed the player settings.
A channel that was on the channel list on the day you paid is no longer carried, and it was a reason you bought.
The account was never switched on in the first place.
Each of those is paid in full.
When the fault is on the stretch between us
Your broadband, your router, the Wi-Fi in the back bedroom, or an ISP throttling the line: we will keep working on it with you for as long as you want to keep going, and we will say plainly when we have run out of things to try. What we will not do is hand back money for a connection we have never touched. The same goes for a device that is not on the supported list, which is precisely what the free trial is for.
When nothing is broken
It worked, you watched it, and you have gone off the idea. That is not a fault and it is not refunded, and neither is a request that arrives on day 9. There is no hidden discretion here. The window is the window, and a short one is the price of a service that takes a single payment and keeps no card on file.
When the account was closed
An account closed for posting its login details in public, or for selling access on outside the reseller program, is closed without a refund. That is set out in the terms and it is the only thing on this site that works that way.
What we ask you for, and what we never will
Your username, the device you were watching on, and one sentence about what the screen did. A photograph of the television helps more than a paragraph. We do not ask for a bank statement, an invoice number, a reason you have to justify, or a phone call you have to sit through.
Where the money lands, and when
Back to whatever you paid with, in one amount, within 5 business days of us agreeing to it. If the method you used cannot receive money back we will say so in the chat and agree another one with you rather than leaving it hanging.
The second time you buy
The guarantee belongs to a first purchase. Extending an account that has been running is not refundable, because the question the guarantee exists to answer, whether this works on your equipment, has already been answered by the months you watched.
To start a claim, message WhatsApp +212 663 813 479, or use the contact page and pick Refund from the topic menu.