Refund policy

How refund requests are assessed

A refund is not assumed from cancellation alone. Each request is assessed using the confirmed order terms, service activation and use, reported problem, timing, payment method, prior remediation, and rights that apply under law.

This policy does not remove mandatory consumer rights. Where applicable law grants a non-waivable cancellation or refund right, that right takes priority over a conflicting term.

Request promptly and safely

Send a request through the official contact route or [email protected] as soon as a material problem is identified. Include enough information to locate and assess the order without sending private credentials.

• Account email and order reference.
• Plan reference and purchase date.
• A clear description of the issue and when it began.
• Device and player details when the request concerns compatibility or playback.
• Troubleshooting already completed and any privacy-safe error screenshot.

Examples that may support review

The following circumstances may support a refund or other remedy after verification; they are not automatic guarantees.

• Duplicate payment for the same intended order.
• A confirmed charge with no service order created or delivered.
• A material service fault that support verifies and cannot reasonably remedy within the applicable review period.
• A mandatory cancellation or conformity right under applicable consumer law.

Examples that may not qualify

A request may be declined where the service was delivered as confirmed and no legal refund right applies.

• A change of mind after substantial activation or use, where the accepted terms and law do not provide cancellation.
• A device or network limitation that was not caused by the service and could have been checked using the setup or trial flow.
• Loss caused by sharing credentials, using an unsupported third-party player, or violating connection and acceptable-use rules.
• A request based on content or event availability where the checkout terms did not guarantee that specific item.

Decision and payment timing

Support may request limited additional evidence and may offer troubleshooting, account correction, replacement access, credit, partial refund, or full refund when appropriate. The response should explain the outcome using the verified order record.

When a refund is approved, it is generally returned to the original payment method. Processing time depends on the payment provider and financial institution. The operator cannot promise a bank posting date it does not control.

Chargebacks and unresolved concerns

Contact support before starting a payment dispute so the order can be identified and a direct remedy considered. This request does not limit a lawful right to contact a payment provider or regulator.

Questions about this policy can be sent to [email protected]. Keep the order confirmation because it contains the most reliable record of the accepted plan and price.