Refund & Cancellation Policy
Our Ironclad Satisfaction Promise – transparent, fair, and built on trust.
1. Risk‑Free Trial Before Commitment
We believe no British household should pay a penny before confirming our service works flawlessly with their ISP. That’s why every prospective customer receives a full 24‑hour free trial, completely unrestricted. Test our 4K streams, verify Anti‑Freeze™ performance on your BT, Sky, or Virgin Media connection, and ensure your device compatibility – all without entering payment details. Use the trial to make an informed decision; it eliminates guesswork and drastically reduces refund requests.
2. Refund Eligibility – Our 3‑Day Server‑Side Resolution Window
Because of the comprehensive free trial, refunds are reserved for scenarios where a proven technical fault on our server infrastructure prevents normal usage and our support team cannot resolve it. The following rules apply:
- Full refund if you report a technical issue within 3 calendar days of purchase and our engineering team confirms the fault lies on our end and remains unresolved after 48 hours of dedicated troubleshooting.
- Refunds are not provided for issues related to your internet connection, device misconfiguration, ISP throttling, or failure to follow our setup guides.
- Change‑of‑mind cancellations after the free trial are not eligible for a refund – the trial serves as your assessment period.
If you experience a genuine server‑side anomaly (e.g., persistent downtime on a specific channel package we advertise), contact [email protected] immediately. We log all interactions to ensure a fair review.
3. Cancellation of Auto‑Renewal
You may cancel your subscription’s automatic renewal at any time before the next billing date. Cancellation requests must be sent via email to [email protected] or through our official WhatsApp support channel at least 48 hours prior to renewal. Upon successful cancellation, you will retain access until the end of your current paid period; no further charges will be incurred.
4. How to Request a Refund
Submit your refund request to [email protected] with the subject line “Refund Request – [Your Account Username]”. Include a detailed description of the technical issue, evidence (screenshots, traceroutes if requested), and the date/time the problem occurred. Our support team will acknowledge your request within 4 business hours and provide a resolution timeline.
5. Chargeback & Fraud Protection
We take payment integrity seriously. Initiating a chargeback without first engaging our refund process constitutes a breach of these terms. In such cases, we reserve the right to immediately terminate the associated account and permanently ban the user from our platform. We actively cooperate with payment providers to prevent fraudulent disputes.