The money-back rule

Time limit

Requests are accepted for 7 days after the day of payment.

Situations covered

• The order message with the login did not arrive.
• Every screen stays blank, including after the changes our team asked you to make.

Situations not covered

• The plan worked and you no longer want it.
• The picture you hoped for needs more broadband than you have (roughly 25 Mb/s per 4K screen) or a 4K-capable device, and we had said so before you paid.
• The login was stopped because it was used outside your household.

Making the request

Email [email protected] with the payment date, the username and a short description of the screen. Approved refunds return to the card or PayPal account that paid, normally within a few working days.