Refund policy
Last updated: 1 September 2026. We would rather you took the free trial than needed this page — but here is exactly where we stand.
Try before you buy
Every customer is offered a free 2-day trial on one connection, carrying the full channel list. It exists so you can test the picture on your own TV, over your own internet, before any money changes hands. Taking it is the surest way to avoid ever needing a refund.
When we refund
- We cannot make it work. If the service does not function on your setup and we cannot fix it within 48 hours of you reporting it to us, you get a refund of the unused portion of your term.
- Extended outage on our side. If our servers are down for more than 24 consecutive hours and you ask to leave rather than take the credit we would normally add, we refund the remaining term.
- We never delivered. If you paid and no working login reached you, you get a full refund. Obviously.
- Duplicate payment. Paid twice by accident? We refund the extra in full, whenever you notice.
When we do not refund
- The problem is your internet connection, router, Wi-Fi or device, and it persists after we have walked you through the fixes.
- You changed your mind after the service has been working correctly for you.
- A specific channel was removed by its upstream source and we offered a comparable alternative.
- Your subscription was terminated for breaking section 4 of the terms of service — sharing a login, reselling without a panel, recording streams.
- You did not contact support before raising a chargeback. Talk to us first; we answer within fifteen minutes.
- Reseller credits that have already been spent on customer lines. Unspent credits can be refunded within 14 days of purchase.
How the amount is worked out
Refunds are pro-rated on days remaining in your term, not months. A 12-month subscription at C$120 cancelled with 200 days left refunds C$120 × 200 ÷ 365 = C$65.75.
Where the refund is because we failed, we do not deduct transaction fees. Where it is a change of mind that we accept as a goodwill gesture, payment-processor fees are deducted because we cannot recover them.
How to request one
- Message us on WhatsApp from the number you ordered with.
- Tell us the problem and what you already tried. If it is a technical fault, give us the channel and the time — we can see which server you were on.
- Give us the 48 hours to fix it. Most cases end here, with it working.
- If it is not fixed, we confirm the refund amount and the method.
How long it takes
Approved refunds are sent within 7 working days, back through the method you paid with wherever possible. Bank and crypto transfers depend on the network and can take a few days longer to land.
Chargebacks
Please do not open a chargeback before talking to us. It freezes the case for weeks, costs us a fee we then cannot waive, and we can almost always resolve it faster directly. A chargeback raised without contacting support first ends the subscription immediately.
Contact
Refund questions: the WhatsApp number on the contact page.