Refund policy

Requesting assistance first

Many activation and playback issues are caused by incorrect credentials, incompatible players, device limitations or local network conditions. Contact support with your order details, device and error message so the team can investigate.

When a refund may be considered

• The account could not be activated because of a verified service-side technical failure.
• Support could not resolve the verified failure within a reasonable troubleshooting period.
• The request includes sufficient order and diagnostic information.

Situations normally excluded

• Changing your mind after account credentials have been delivered or used.
• Unsupported devices or applications when compatibility was not confirmed.
• Poor local Internet, Wi‑Fi congestion, ISP restrictions or third-party application failures.
• Credential sharing, misuse, account-rule violations or failure to follow setup instructions.
• Requests submitted after most or all of the subscription period has elapsed.

How to submit a request

Contact support and include the WhatsApp number used for the order, order date, selected plan, device, player name, a description of the issue and the troubleshooting already completed. Do not post credentials publicly.

Assessment and outcome

Requests are assessed individually using service records and the information provided. Approval, processing method and timing depend on the verified circumstances and the original payment method.