The commitment
If the Service will not work on your equipment and support cannot resolve it, everything comes back, provided you ask within 7 days of activation. That holds for every term and every tier, with no exception written into the small print. It also covers the case people arriving here care about most: if it simply repeats what you left, that counts.
What counts
Streams that will not play on a supported device after you have followed the walkthrough and worked through it with support.
Buffering that persists once support has tried a different server, a different player and different decoder settings.
Channels that were on the published line-up when you bought and turn out not to be carried.
What does not, and why
Changing your mind after everything has been working, or asking once the 7-day window has closed. Better said here than at the moment you ask.
Faults belonging to your connection, to an internet provider blocking traffic, or to a device that was never going to run it. We will still help you establish which it is, and the test line exists precisely so this gets discovered before money changes hands.
Accounts closed for the acceptable-use reasons in the terms.
Claiming one
Send your username and a short description of what is wrong through WhatsApp on +212 663 813 479. Give support a genuine attempt first, because most of what arrives is fixed in one conversation and you would rather have a working service than a refund.
Where it genuinely cannot be fixed, the money returns to whatever you paid with, inside five working days.
Renewals
The window covers a first purchase. Renewing a line that has been working is not refundable, on the straightforward basis that you already know how it behaves on your own equipment. Buying a month before a year makes this a question that never arises.
Questions about this policy: message us on WhatsApp +212 663 813 479 or use the contact page.