Refund window
A refund can be requested within [number] hours of the credentials being issued, provided the fault is on our side and support has not been able to resolve it.
Set this window to whatever you actually intend to honour. A window you do not honour causes more chargebacks than no window at all.
What qualifies
The line was never delivered, or the credentials never worked on any supported device after the team attempted a fix.
The service was unavailable for a sustained period that we could not resolve.
What does not qualify
A specific channel not being carried, where the channel list was available to review before purchase.
Playback problems caused by the local connection, the device or the player app, where the stream works elsewhere.
Change of mind after the line has been in normal use.
Accounts suspended for sharing credentials beyond the screen count on the plan.
How to request one
Message support with the order email and a short description of what is happening. We will attempt a fix first, and if that fails within the window above, process the refund to the original payment method.
Refunds are returned to the original method and typically appear within [number] working days, depending on the provider.