Refund Policy
Last updated 31 August 2026
Tell us what is wrong first
The great majority of refund requests we receive turn out to be a setup problem, a cached channel list or a wireless connection, all of which take minutes to sort out. Send your order number and the device you are using before anything else. If we cannot make it work for you, we will say so plainly rather than keep you in a loop.
When we refund
In full, where the service cannot be made to work for you and the cause is at our end, provided you raise it within seven days of ordering and have given us a fair chance to fix it first.
When we cannot
Where the line is working correctly and the problem is your own connection, wireless network or hardware. Where one particular channel you wanted is not carried and you did not ask us about it before buying, since the line-up is described in detail on this site and we will answer that question honestly before you pay. Where credentials have been shared or resold in breach of the terms. Or where a substantial part of the paid period has already been used.
Asking for one
Email [email protected] with the order number and what went wrong. We aim to decide within two working days. Approved refunds go back to the original payment method and usually take five to ten working days to appear, depending entirely on your bank rather than on us.
Chargebacks
Please talk to us before raising one. A chargeback opened without contacting us suspends the subscription immediately, and it is a considerably slower route to your money than simply asking.