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Refund policy

30-day money-back guarantee

Every paid subscription includes a 30-day money-back guarantee from the date your access is activated. The guarantee covers the situations below. Your statutory consumer rights still apply where they give you more protection.

Eligibility period

Requests must be raised within 30 days of activation. After that window, refunds are considered only where UK consumer law requires them or where we agree an exception in writing.

What is covered

  • We cannot get you working at all. If your access never functions on a supported device and we cannot resolve it within a reasonable time, you are refunded.
  • The service is materially not what was described when you ordered.
  • A duplicate or incorrect charge. Returned in full.

What is not covered

  • Your internet connection. If the line cannot carry the stream, that is not a service fault. We will help you establish which it is.
  • Unsupported hardware you were warned about. Check the device list first.
  • Content changes outside our control. Channels can be withdrawn by the parties that originate them.
  • Breach of the account rules in the terms.
  • Changing your mind after the 30-day window where the service has worked as described.

How to submit a request

  1. Use the contact form (choose Support) and describe the problem, including your device and what you have already tried.
  2. Give us a fair chance to fix it. Most issues are resolved rather than refunded.
  3. If it cannot be resolved within the guarantee, we agree the refund and process it back to the method you paid with.

Processing

Approved refunds are returned to the original payment method. Timing depends on your bank or card issuer after we initiate the return. We ask you to contact us before raising a chargeback — a chargeback opened without contacting us first takes longer and resolves nothing faster.

Your statutory rights

Nothing in this policy removes the rights you have as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations where they apply. Where those rights give you more than this policy does, they take precedence.

Related: terms and conditions, plans, contact.

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