Last updated: 24 September 2026
Our position
Because subscriptions are provisioned automatically and credentials are issued within about a minute of payment, we cannot treat them as unused digital goods once activated. We therefore assess refunds on whether the service failed to work for you, rather than on how many days have passed.
We will refund when
- You were charged twice for the same subscription.
- Your subscription was never activated and we could not activate it.
- A technical fault on our side prevented you from watching, and our support desk could not resolve it.
We do not refund
- Change of mind after activation.
- Incompatibility with your own equipment that we could not have known about, where we offered setup help and it was not taken up.
- Buffering caused by your internet connection, your local network or your device.
- Individual channels being unavailable because a source feed or carriage right changed.
- Credential sharing that led to suspension.
How to request one
Contact our support desk with your order reference and a description of the problem. We aim to respond within one working day, and approved refunds are returned to the original payment method.