The short version
- If the service cannot be made to work on your compatible device, even with our help, you can ask for a refund.
- Duplicate payments and plans that were never delivered are always refunded.
- Refunds go back to the payment method you used.
- Nothing in this policy limits the consumer rights you have by law.
When a refund applies
- It will not work on your device. You followed our setup help and we could not get the service playing on your compatible device.
- You paid twice. Duplicate or accidental payments for the same order are refunded in full.
- You never received your plan. If we cannot deliver working login details for a plan you paid for, we refund it.
- A lasting fault on our side. If the service is unavailable for an extended period because of a problem on our side, we offer a fair remedy, such as extra time or a partial refund.
When a refund usually does not apply
- A change of mind after the plan has been used for a substantial part of its term.
- Problems caused by your own internet connection or device that we have explained how to fix, where you chose not to follow the fix.
- A particular channel or title becoming unavailable, since line-ups change over time and no single channel is guaranteed.
- Plans suspended for breaking our terms of use, such as sharing a login outside your household.
- Fees paid to third parties, such as a player app's own activation fee, which go to the app developer and not to us.
Time limit
Contact us as soon as you notice a problem. Requests made promptly, while we can still test and fix the issue with you, are the easiest to resolve, and we confirm the refund window when you order.
How to request a refund
- Message us on WhatsApp at +212 781 768 546 or email [email protected].
- Include the name on your order, the date you paid and the plan you bought.
- Describe the problem and, if possible, send a photo of what you see on screen.
- Never send card numbers or bank details; we do not need them to process a refund.
How refunds are processed
We reply to every request and tell you the outcome. Approved refunds are sent to the payment method you used. How long the money takes to appear depends on your payment provider or bank, and we share the confirmation with you once it is sent. When a refund is issued, the login for that plan stops working.
Partial refunds
For longer plans that worked well for part of the term, we may offer a partial refund that reflects the time already used, or extra time instead. We explain the options before anything is decided.
Your legal rights
This policy is in addition to the rights you have under the consumer law that applies to you. If you are in the UK or the EU, read our right to cancel page for the statutory cancellation period for online purchases.