Money-back rules

The time limit

7 days from the day you pay.

When you get your money back

• Your login message never reached you.
• Nothing would play on any device in the house, even with our team guiding you.

When you do not

• The plan worked and you changed your mind.
• Your broadband line or device cannot carry the picture you wanted (about 25 Mb/s and a 4K screen for each 4K stream), as the plans page explains before ordering.
• The login was blocked because it was used outside your household.

How to ask

Email [email protected] with your payment date, the username from your login message and a short description of the problem. Once a refund is agreed, the money goes back the way it came, to the paying card or to PayPal, normally within a few working days.