The seven-day guarantee
You have seven days from the moment your subscription is activated to tell us it is not right for you and receive a full refund. You do not have to explain why, and there is no form to fill in. A message to support is enough.
Let us try first
Most problems people ask to be refunded for turn out to be a setting on the device, an app that needs changing, or a router doing something unhelpful. Give support one conversation to fix it. If we cannot, the refund stands and the seven days do not run out while we are working on it.
What qualifies
Any first subscription, within seven days of activation. Also any period where the service was unavailable from our side for a sustained stretch and support could not resolve it. In that case we refund or extend, whichever you prefer.
What does not qualify
Requests made after the seven days. Subscriptions ended by us for sharing credentials outside your household, reselling access or other breaches of the terms. Problems caused entirely by your own internet connection or hardware, where the service is demonstrably working elsewhere.
Long-term and lifetime offers
The same seven-day guarantee applies to the two-year, five-year and lifetime offers. After that window they are non-refundable, which is the trade for the price. This is stated before you order and we will remind you when you ask about one.
How to ask
Message the support team on WhatsApp or write to [email protected] with the number or address you ordered from. We do not ask for a reason and we do not put obstacles in the way.
How long it takes
We start the refund within two working days of agreeing it. How long it then takes to appear depends on your payment provider. Normally a few days, occasionally up to two weeks for a card.
Your statutory rights
If you are a consumer in the EU or the UK, this policy sits alongside your legal rights rather than replacing them, including any right of withdrawal you have under consumer law.
How to reach us about this policy
Write to [email protected], or message our support team on WhatsApp. We answer policy questions in the same place we answer everything else.