Refund Policy: Our 7-Day Money-Back Guarantee

This refund policy sets out clearly how refunds work when you subscribe to our service. We want every customer to feel confident, so our refund policy is written in plain language with no hidden catches. By purchasing a plan you agree to this refund policy, which works alongside our terms of service and forms part of your agreement with us.

Our refund policy reflects a simple belief: you should be able to try our service and get your money back if it genuinely does not work for you. Because we also offer a trial, most customers know exactly what they are buying before they pay. Even so, this refund policy gives you added peace of mind with a clear money-back guarantee and a straightforward process.

Please read this refund policy carefully so you understand who qualifies, the timeframe involved, and how to make a request. If anything in this refund policy is unclear, our team is always happy to explain it before or after you subscribe.

Refund Policy: Our 7-Day Money-Back Guarantee

At the heart of this refund policy is a seven-day money-back guarantee. If the service does not perform as promised and we cannot resolve the issue, you may request a refund within seven days of your purchase, subject to the conditions in this refund policy. We believe this guarantee strikes a fair balance between protecting you and protecting the service from misuse.

This refund policy exists because we are confident in our servers. A provider that stands behind its service with a genuine money-back guarantee is telling you it expects to impress you, and this refund policy puts that confidence in writing.

Refund Policy: Who Qualifies

To keep things fair for everyone, this refund policy sets sensible conditions on who can claim. In general, you qualify under this refund policy if:

• You request the refund within seven days of your original purchase.
• You have experienced a genuine, unresolved technical problem with the service.
• You have given our support team a reasonable chance to fix the issue first.
• Your account has not breached our terms of service.

These conditions keep this refund policy fair and sustainable. We ask that you contact support first, because most issues are quickly solved, and this refund policy is intended for genuine problems rather than changes of mind after extensive use.

Refund Policy: How to Request a Refund

Requesting a refund under this refund policy is simple. There is no lengthy form or awkward retention script. Just follow these steps and this refund policy takes care of the rest.

Once approved under this refund policy, refunds are returned to your original payment method. We process eligible requests promptly, because a slow refund would defeat the purpose of a fair this policy.

Our guarantee: What Is Not Covered

In fairness to all customers, this the policy does not cover certain situations. Understanding these upfront avoids disappointment later.

• Problems caused by your own internet connection or hardware, not our service.
• Requests made after the seven-day window in this this money-back guarantee has closed.
• Accounts suspended for breaching our terms of service.
• Simple change of mind after substantial use, where the service worked as described.

These exclusions keep this our refund terms sustainable so we can continue offering a genuine guarantee. Where an issue falls outside this this guarantee, our team will still do its best to help you find a solution.

This policy: Your Consumer Rights

Nothing in this our guarantee removes or reduces your statutory rights as a consumer under UK law. This the policy sits alongside those rights, offering an additional, voluntary guarantee on top of the legal protections you already enjoy. For background on consumer rights you can consult Citizens Advice, and for general information on the technology see Wikipedia.

This money-back guarantee: Contact Us

If you wish to make a request or have any questions about this our refund terms, please contact us using the details below. We handle every request under this this guarantee fairly and promptly.

This policy: Frequently Asked Questions

The Value of Testing Before You Buy

The single best way to avoid ever needing a refund is to test the service before committing real money. We offer a trial precisely so that you can confirm the picture quality, the channel line-up and the stability of the streams on your own device and your own connection before you pay for a longer plan. A few minutes spent testing during a busy evening tells you almost everything you need to know, and it turns an uncertain purchase into a confident one.

Because a trial removes so much of the risk, the vast majority of our customers never have cause to make a claim at all. They already know what they are getting by the time they subscribe, which is exactly how it should be. Think of the guarantee described here as a safety net rather than a plan A: the trial does the heavy lifting of proving the service, and this document simply stands behind that in the rare event something unexpected occurs.

Common Situations and How We Handle Them

It helps to picture how a few typical situations play out. Suppose you subscribe and find that a particular channel you rely on keeps freezing. The first thing to do is contact support, because very often the cause is a quick fix such as switching to a wired connection or updating your player. If, having worked through those steps with us, the problem genuinely persists and lies with our service rather than your setup, you fall squarely within the guarantee and we will make things right.

Now suppose instead that everything works perfectly, but a week into heavy daily use you simply decide you no longer want the service. That is a change of mind rather than a fault, and while it falls outside the money-back guarantee, we will still treat you courteously and explain your options clearly. Being upfront about these distinctions is fairer to everyone than vague promises that cannot be kept, and it means you always know precisely where you stand.

Avoiding Misunderstandings

Most disagreements about refunds anywhere come down to unclear expectations, which is why we set ours out so plainly. We never want you to feel misled, so we would rather over-explain than leave room for confusion. If you are unsure whether your situation would qualify before you subscribe, simply ask us; we will give you an honest answer rather than a sales pitch, even if that means telling you the guarantee would not apply to a particular scenario.

This openness is part of a broader philosophy. A guarantee is only meaningful if it is honoured willingly and if its limits are stated honestly from the outset. By being clear about both what is covered and what is not, we make sure the promise carries real weight, and we spare you the frustration of discovering a condition only at the moment you try to claim. Transparency now is what makes trust possible later.

Why We Offer a Money-Back Guarantee

A guarantee like ours is not something every provider is willing to offer, and there is a simple reason we do. We are confident in the engineering behind the service, from load-balanced servers to a constantly maintained programme guide, and confidence of that kind is easy to back with a promise. When a business genuinely believes in what it provides, standing behind it financially costs very little, because few customers ever need to claim.

The guarantee also keeps us honest. Knowing that a disappointed customer can simply ask for their money back is a powerful incentive to keep the service running flawlessly and to answer support messages quickly. In that sense the promise benefits everyone: it reassures you before you buy, and it keeps us sharply focused on delivering the reliable experience we advertise, night after night and season after season.

Our Promise Behind Every Subscription

Ultimately, a guarantee is a statement of character. By offering to return your money when the service genuinely lets you down, we are making a public commitment to quality that we then have to live up to every single day. That commitment shapes how we build the platform, how we train our support team and how we treat every customer who reaches out with a concern. It is easy to make promises; honouring them consistently is what earns lasting trust.

We would much rather be known for a service so reliable that claims are rare than for clever wording that makes claims difficult. That is why this whole document is written to be read and understood, not to trip you up. When you subscribe, you should feel that a real, accountable British business stands behind the service, ready to make things right on the uncommon occasion that something goes wrong. That feeling of security is exactly what we set out to provide.

None of this is complicated, and that is deliberate. Fair dealing rarely needs pages of dense clauses; it needs clear intentions honestly stated and reliably kept. We have tried to do exactly that here, so that you can subscribe with a clear head and get straight to enjoying the television you came for, confident that we have your back if you ever need us. That, in the end, is the whole purpose of this guarantee: to let you relax and enjoy the service, knowing a fair and simple safety net is always there in the background should you ever require it.

What Happens to Your Access After a Refund

It is worth being clear about what a refund means for your access to the service. Once a refund is processed, your subscription for that period naturally comes to an end, since you are no longer paying for it. We will let you know when this takes effect so there are no surprises, and you are of course welcome to subscribe again in future should your circumstances change or should you wish to give the service another try.

We do not penalise customers who have claimed a refund, and there is no black mark against your name if you decide the service was not right for you at a particular moment. People's needs change, and a household that leaves one year may happily return the next. Our door remains open, and we would always rather part on good terms than make anyone feel awkward about exercising a guarantee we chose to offer in the first place.

Refunds on Longer Plans

Longer subscriptions offer the best value per month, but customers sometimes ask how the guarantee applies to them. The seven-day window works in exactly the same way regardless of the plan length you choose: if a genuine, unresolved fault appears within that period, you are covered whether you bought three months or two years. This means you can take advantage of the lower monthly rate on a longer plan without giving up the reassurance of the guarantee.

Beyond the guarantee window, longer plans are treated in line with your statutory consumer rights and the sensible principles set out here. If a serious problem were to arise later in a lengthy subscription, we would never simply point at the calendar and walk away; we would work with you in good faith to reach a fair outcome. The guarantee is a floor beneath your rights, not a ceiling on our willingness to do the right thing.

How Long Refunds Take to Process

Once a refund is approved, we aim to process it as quickly as possible, and we will confirm to you when it has been sent. The time it then takes to appear back in your account depends largely on your bank or payment provider, which handles the final step under its own timescales. Typically the money is returned within a few working days, though occasionally it can take a little longer depending on the provider involved.

If your refund seems to be taking longer than expected, please get in touch and we will happily check the status and provide any confirmation your bank may need. We understand that waiting for money can be stressful, so we treat these queries with the same urgency we bring to technical support. Our aim is to make the whole experience, including any refund, as smooth and worry-free as we possibly can.

Our Approach to Fairness

Behind every clause here is a single guiding idea: fairness in both directions. This document protects you by guaranteeing your money back when the service genuinely lets you down, and it protects the service, and therefore every other customer, from the small minority who might try to take advantage. Balancing those two aims is what allows us to keep offering a generous guarantee without having to raise prices for everyone else.

We would always rather resolve a problem than process a refund, because a fixed issue means a happy customer who stays. That is why we ask you to contact support first, and why our team works hard to put things right quickly. But when a refund is genuinely the right outcome, we honour it without fuss or friction, because a promise is only worth anything if it is kept willingly and with good grace.

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