The promise itself
Where the Service will not run on your equipment and support cannot put that right, you get the whole amount back, so long as the request reaches us inside 7 days of activation. No term is excluded and no tier is excluded. One case deserves naming explicitly, because it is the one most people here are quietly worried about: if what arrives covers substantially less than this site led you to expect, that is a valid claim and we would rather hear it than not.
Grounds we accept
A device on the supported list that still will not play anything after you have been through the walkthrough and then through it again with support.
Break-up that survives everything support can try — an alternative server, a different player, altered decoder settings.
Channels that were on the published line-up on the day you bought and were not there afterwards.
Grounds we do not, and the reasoning
A change of heart once everything has been working, or a request arriving after day 7. Saying so on this page is fairer than saying it at the moment you ask.
Faults that belong to your broadband, to a provider interfering with streaming traffic, or to hardware that was never capable. Support will still help you work out which of the three it is, and the trial exists so that this emerges before any money changes hands.
Lines closed under the acceptable-use section of the terms.
How to claim
Send us your username and a couple of lines about what is going wrong, through WhatsApp on +212 610 046 062. Let support genuinely try first: the large majority of these end in a fix inside one conversation, and a service that works is worth more to you than your money back.
When it truly cannot be repaired, the amount goes back to whatever you paid with and takes up to five working days to appear.
What happens on renewal
This window belongs to a first purchase only. Extending a line that has already been running is not refundable, for the plain reason that you have had months to observe how it behaves in your own house. Buying a single month before committing to a year keeps this from ever becoming a question.
Questions about this policy: message us on WhatsApp +212 610 046 062 or use the contact page.