Refund Policy
Last updated 31 August 2026
Let us look at it first
Most refund requests we receive are a setup problem with a short fix behind them, and a surprising number are a device left on the time zone of the country the customer moved away from. Send your order number, the device and the country you are in before anything else. If we cannot make it work, we will say so plainly instead of keeping you in a loop.
When we refund
In full, where the service cannot be made to work for you and the cause sits on our side, provided you raise it within seven days of ordering and have given us a fair opportunity to fix it.
When we cannot
Where the line is working correctly and the obstacle is your own connection, a hotel or rental network, or hardware that cannot cope. Where a specific channel you wanted turns out not to be carried and you did not ask us about it before buying, which is why we answer that question honestly if you put it to us first. Where credentials have been shared or resold against our terms. And where a substantial part of the period has already been watched.
How to raise one
Email [email protected] with the order number and what went wrong. We aim to decide within two working days. Approved refunds go back to the card that paid, usually within five to ten working days, and cross-border payments sit at the longer end of that because of the extra clearing steps involved.
Currency and the amount you get back
Refunds are returned in the currency the payment was taken in. If your bank converted at the time of purchase, it converts back at the rate of the day the refund lands, so the figure on your statement may differ a little from the original charge. That difference is the bank’s, not ours, and we cannot adjust for it.
Before you raise a chargeback
Please write to us first. A chargeback opened without contacting us suspends the subscription immediately, and it is a far slower path to your money than simply asking, particularly if your bank is in a different country from the payment.