7-Day Refund Window
Refunds are available within 7 days of purchase, but only after following our support troubleshooting guide. We're committed to resolving issues before considering refunds.
Refund Eligibility
You are eligible for a refund if:
- Technical Issues: Service is completely non-functional despite following our troubleshooting guide
- Service Not Delivered: You haven't received your login credentials within 24 hours
- Billing Errors: You were charged incorrectly or charged multiple times
- Quality Issues: Service consistently fails to meet advertised quality standards
- Compatibility Issues: Service doesn't work on your confirmed compatible device
Important Requirement
Before requesting a refund, you MUST contact our support team and follow the provided troubleshooting guide. This ensures we can attempt to resolve your issue first.
Non-Refundable Situations
Refunds will NOT be provided for:
- Change of Mind: Simply deciding you don't want the service anymore
- Internet Issues: Problems caused by your internet connection or ISP
- Device Incompatibility: Using unsupported devices (check our compatibility list)
- Content Availability: Specific channels or content not being available
- Geographic Restrictions: Service limitations in your region
- Account Sharing Violations: Issues arising from sharing login credentials
- After 7 Days: Requests made more than 7 days after purchase
- Partial Use: Partial periods of already used service time
Refund Process
Follow these steps to request a refund:
Step 1: Contact Support First
Step 2: Follow Troubleshooting Guide
- Our support team will provide a troubleshooting guide
- You must attempt all recommended solutions
- Document the results of each troubleshooting step
- Allow 24-48 hours for technical issues to be resolved
Step 3: Refund Request (If Issue Persists)
- If troubleshooting doesn't resolve the issue, formally request a refund
- Provide evidence that you followed the troubleshooting guide
- Include screenshots or error messages if applicable
- Confirm your preferred refund method (PayPal or original payment method)
Processing Timeline
- Support Response: Within 2-4 hours during business hours
- Troubleshooting Period: 24-48 hours for technical resolution attempts
- Refund Decision: Within 24 hours after troubleshooting completion
- Refund Processing: 3-7 business days once approved
- PayPal Refunds: Usually instant to 24 hours
- Credit Card Refunds: 5-10 business days depending on your bank
Common Troubleshooting Steps
Before requesting a refund, you'll be asked to try these common solutions:
- Check Internet Speed: Ensure you have at least 10 Mbps for HD, 25 Mbps for 4K
- Restart Your Device: Power cycle your streaming device and router
- Clear Cache: Clear app data and cache if using an application
- Update Software: Ensure your device and apps are up to date
- Try Different Servers: Switch to alternative server locations
- Check Firewall/VPN: Disable VPNs and check firewall settings
- Test Different Devices: Try the service on multiple devices
Alternative Solutions
Before processing a refund, we may offer these alternatives:
- Service Extension: Additional time to compensate for service issues
- Plan Downgrade: Switch to a less demanding quality plan
- Server Change: Access to different server locations
- Credit for Future Use: Account credit for next subscription
- Technical Support Session: One-on-one setup assistance
Frequently Asked Questions
Q: Can I get a refund if I don't like the content selection?
A: No, content preferences are subjective. We provide detailed channel lists and offer free trials to help you evaluate the content before purchasing.
Q: What if the service works but is slower than expected?
A: Contact support first. Speed issues are often related to internet connection, server selection, or device performance - all of which we can help optimize.
Q: Can I get a partial refund for unused time?
A: No, we don't offer partial refunds for unused portions of your subscription. Our pricing is based on full subscription periods.
Q: What if I request a refund on day 8?
A: Unfortunately, we cannot process refunds after the 7-day window. However, we encourage you to contact support for technical issues regardless of timing.
Contact Information
For refund requests or questions about this policy: