Undertaking
Where the service will not operate on your equipment and support proves unable to remedy that, the full sum returns, provided the request arrives inside 7 days of activation. Every term qualifies and every tier qualifies. One scenario is named deliberately because it is the one households worry about privately: material divergence between what this site described and what arrived is a valid ground, and we would sooner be told.
Qualifying grounds
A supported device that plays nothing after the walkthrough has been followed and then repeated alongside support.
Break-up persisting through every remedy support can apply — alternative servers, alternative players, altered decoder configuration.
Channels published on the line-up at purchase and absent afterwards.
A tier demonstrably unable to sustain the concurrency it was sold as providing, once your own connection has been excluded as the cause.
Non-qualifying, with reasons
Reconsideration after a period of satisfactory operation, or any request arriving beyond day 7. Stating that here is fairer than stating it at the point of asking.
A connection incapable of carrying the concurrency purchased. Three streams demand roughly triple the bandwidth of one; that arithmetic belongs to your line rather than ours, which is precisely why trials exist and why we recommend testing at the intended tier.
Interference by an internet provider with streaming traffic, or hardware never capable of the task. Support will still help isolate which of the three applies.
Lines terminated under the acceptable-use clause.
Procedure
Transmit your username plus a brief account of the symptom, through WhatsApp on +212 663 813 479. Permit support a genuine attempt first: the overwhelming majority conclude with a repair inside one conversation, and a working service exceeds a refund in value to you.
Where repair proves impossible, funds return by the original method within five working days.
Renewal terms
The window is a first-purchase provision. Extending a line already in service is non-refundable, on the straightforward basis that months of observation have already told you how it behaves in your dwelling. Purchasing a single month before any longer term prevents this question arising at all.
Questions about this policy: message us on WhatsApp +212 663 813 479 or use the contact page.