When a refund may be approved
- The order is cancelled before subscription access or reseller credits are issued.
- We cannot activate the purchased plan or agreed login format.
- A verified service-side fault keeps the subscription unusable and support cannot restore it after reasonable troubleshooting.
- The same order was charged twice or the delivered duration or credit quantity does not match the confirmed invoice.
- Reseller credits were paid for but were not added to the panel.
Report an after-activation claim within seven calendar days of delivery. A later claim may still be reviewed where mandatory consumer law requires it.
When a refund is normally unavailable
- The customer changes their mind after access has been activated or used.
- The confirmed device, application or login format was entered incorrectly and a compatible correction is available.
- A requested channel, programme, language or regional category was not confirmed before purchase, or a content lineup later changes.
- The issue is caused by the customer’s internet connection, ISP restrictions, VPN, device performance, storage, third-party player or app-store availability.
- The account is shared beyond its connection limit, resold without authorization, misused or blocked after a policy violation.
- Reseller credits have already been delivered, allocated, converted into subscriptions or otherwise used.
- The payment covers a third-party application, device or player licence purchased from another seller.
REQUEST PROCESS
How to request a review
Contact us from the WhatsApp number or email used for the order. Do not post credentials, portal URLs or payment details in public comments.
- 01Identify the order
Send the order number, purchase date, plan or credit package and payment reference.
- 02Describe the fault
Include the device, application, login format, error message and a screenshot where useful. Never send a private password publicly.
- 03Allow troubleshooting
Support may verify activation, correct the supplied format or test whether the fault is account-side, device-side or network-side.
- 04Receive the decision
We acknowledge requests within two business days and normally complete the review within five business days.
AFTER APPROVAL
Refund timing and payment route
An approved refund is submitted within five business days, normally through the original payment route where that route supports returns. The bank, card provider or payment service may then require another five to ten business days to display the funds. Currency-conversion differences and third-party payment fees may not be recoverable.
Statutory rights: This policy does not remove rights that cannot legally be excluded in the customer’s country. Digital services may carry specific cancellation rules. Where required, immediate activation will be subject to the customer’s express consent and acknowledgement that a statutory withdrawal right may change once digital supply begins.
Last updated: September 20, 2026