1. Before ordering
Confirm the plan duration, number of connections, device compatibility and final amount before payment. Ask the team any must-have questions in writing and keep the conversation and receipt.
2. Requesting a review
Use the official contact page as soon as you identify a problem. Include your name, order date, selected plan, payment proof and a concise description of the issue. Do not include full card details, passwords or private playlist information.
3. What is considered
The team may consider whether activation has started, whether access was delivered as confirmed, the troubleshooting already completed, duplicate payment, billing error and any other relevant order terms. Submitting a request does not automatically guarantee approval.
4. Issues outside the service
A refund may not be appropriate where the problem is caused by an unsupported device, third-party player, local network, incorrect information supplied with the order, misuse, credential sharing or a change of mind after activation, subject always to rights that apply under law.
5. Unauthorised or duplicate charges
Report a suspected unauthorised or duplicate charge promptly so it can be investigated. Your payment provider may also offer a separate reporting process.
6. Outcome
If a refund is approved, the team will confirm the method and next steps. Processing time after approval may depend on the payment provider.
Request an order review →