Refund Policy
Last updated 31 August 2026
Read this the way we write it: as a description of what actually happens when somebody asks for their money back, rather than as a wall built to stop them.
The step that comes first
Most refund requests that reach this desk are not really refund requests. They are a profile typed in wrongly, a device key never registered, or an expiry date that passed unnoticed, and the whole thing is over in five minutes once somebody looks. So open a ticket with your order number and the device before anything else. If it turns out we genuinely cannot make it work for you, we will tell you that plainly instead of sending you round the same checks a third time.
Cases we refund in full
If the fault is ours and the subscription cannot be made to run on your hardware, the money comes back in full. Two conditions attach to that: raise it inside seven days of the order, and let support have a proper attempt at fixing it before you ask. Both exist so that a genuine fault is separated from a first evening of unfamiliar menus.
Cases we do not
Four situations fall outside the policy. A line that works correctly while the picture is spoiled by your own router, wiring or internet provider. A channel that is missing when you never asked us whether we carried it before buying. Credentials that have been shared or resold against the terms. And a period already largely watched, where a refund would amount to having had the service for nothing.
Making the request
Send the order number and a description of what went wrong to [email protected]. A decision normally comes back inside two working days. Where it is approved, the money is returned along the route it arrived by, and your bank decides how quickly that shows up, usually somewhere between five and ten working days.
On chargebacks
Ask us before you ask your bank. A chargeback filed without a word to support closes the line immediately, and the irony is that it also gets you your money considerably later than an email would have done.