Before activation
As long as your credentials have not been sent, an order can be cancelled and any amount paid refunded in full. Just message us.
After activation
Once credentials have been sent, the service is considered delivered. If you hit a technical problem, contact us first: the vast majority of cases are resolved by a configuration adjustment or by replacing your access, at no cost.
A persistent problem on our side
If, after our attempts, the service remains unusable for a reason attributable to us, we review a subscription extension or a pro-rata refund of the unused period on a case-by-case basis.
Situations not covered
- An insufficient or unstable internet connection at your home.
- An incompatible device that we flagged as such before your order.
- Sharing or reselling credentials, which leads to suspension without refund.
- The unavailability of a particular third-party content, which we do not control.
How to make a request
Message us on WhatsApp or Telegram with your order date, the length you subscribed to, the device you use and a description of the problem. We answer every request, including when the answer is no — with the reason.
Update
Last updated: 8 September 2026.