Refund Policy

Digital subscriptions can be delivered quickly, so the stage reached at the time of a request matters. We will not use this policy to remove a remedy that UK law gives you.

We aim to distinguish between a change of mind, a local device or internet problem, a duplicate charge, a service that has not been supplied and a genuine fault that we have had a reasonable opportunity to investigate.

A full or partial refund may be appropriate where:

• an order is cancelled before activation or digital delivery has begun;
• payment was taken but the ordered service was not supplied within a reasonable time;
• a duplicate order or duplicate payment is verified;
• we accepted an order that we cannot fulfil;
• the supplied service does not conform to the contract and reasonable support steps do not resolve the issue; or
• another refund right applies under mandatory consumer law.

Each request is reviewed using the order record, activation status, support history and relevant payment evidence.

Where UK law gives a cancellation period, we will honour it. Digital content and services have specific rules when supply begins early at the customer’s request.

If you expressly ask for activation before a cancellation period ends, we may ask you to consent to early supply and acknowledge the effect on cancellation rights. Depending on what has already been supplied, a proportionate charge or loss of the cancellation right may apply only where the law permits and the required consent or acknowledgement was obtained.

After working credentials have been activated and used, a change of mind will not normally qualify for a discretionary refund, but this does not affect remedies for a genuine fault or misdescription.

Many playback issues arise from Wi-Fi strength, internet-provider routing, device storage, app configuration or an unsupported player. Before deciding a refund request, support may ask you to complete proportionate checks such as restarting the router, testing another network or supported app, confirming device details and sharing a non-sensitive error message.

You are not required to give remote control of your device or disclose account passwords. If the issue is within our responsibility and cannot be put right within a reasonable time, we will consider the remedy available under the contract and law.

A discretionary refund will not normally be offered solely because:

• the customer selected an incompatible device or third-party app after compatibility information was available;
• the local internet connection, VPN, router or device cannot sustain playback;
• a third-party app charges its own licence fee or changes its features;
• credentials were shared, resold, published or used beyond the purchased connection limit;
• the account was suspended for a serious breach of the Acceptable Use Policy; or
• the customer no longer wants a correctly supplied and activated service after requesting immediate delivery.

We will still consider any non-excludable statutory right and any evidence that the service itself was faulty or misdescribed.

If you submit the same order twice or are charged twice for one intended purchase, contact support with the transaction dates, amounts and the email address used. Do not send full card numbers or banking passwords.

Once a duplicate is confirmed and is not linked to a separately requested subscription, the duplicate amount will be returned to the original payment method where possible. If a payment appears pending, your provider may need time to release an authorisation that was never completed.

1. Email supportWrite to [email protected] with “Refund request” in the subject line.
2. Identify the orderProvide the order email, plan, payment date and transaction reference where available.
3. Explain the outcome requestedDescribe the problem, when it started, the device and app used, and troubleshooting already completed.
4. Allow a fair reviewWe may request limited additional evidence or offer a practical fix before making a decision.

We aim to acknowledge a complete refund request within two business days and to provide a decision or meaningful update within five business days. Complex payment disputes, third-party checks or missing information may take longer.

Approved refunds are initiated promptly to the original payment route where possible. Banks and payment providers commonly need additional processing time, which can vary by provider, currency and location.

These are service aims, not a reduction of any deadline imposed by law.

Send refund and payment questions to [email protected]. Keep the conversation in one email thread where possible so the support history remains clear.

If you believe a decision overlooked relevant evidence or a statutory right, reply explaining the point you would like reviewed.