How subscriptions work
- You pay once for the period you choose (for example 1, 3, 6 or 12 months).
- Your plan starts when we send your login details.
- Plans never renew automatically and we never take repeat payments. To continue, you place a new order.
Before you pay
Please check your device and broadband are suitable using our device guides and speed guide, and ask us any questions on WhatsApp. If you are unsure, start with a short plan or ask about a trial.
Your right to cancel within 14 days
Because you order at a distance, you normally have 14 days from the day the contract is made to cancel. When you order, we will ask whether you want your subscription to start straight away within that period. If you do, and you then cancel within the 14 days, we will refund what you paid minus a proportionate amount for the time the service was available to you.
If the service does not work as it should
Tell us as soon as possible on WhatsApp. We will help you troubleshoot and, if the problem is on our side, put it right. If we cannot fix it within a reasonable time, you are entitled to a price reduction or a refund for the affected period, in line with the Consumer Rights Act 2015.
Problems caused by your own device, app or internet connection are not faults in our service, but we will still try to help.
How to ask for a refund
- Message us on WhatsApp or e-mail [Support e-mail address] with the name or number you ordered with and the date of your order.
- Tell us why you are asking and whether you want to cancel.
- We will confirm the amount due. Refunds are made within 14 days of us agreeing them, in the way we confirm with you in the chat.
When refunds may not apply
- After the 14-day cancellation period, if the service has been provided as described.
- If your access was suspended because you breached our terms, for example by sharing your login outside your household.
Your statutory rights always apply. For an overview, see IPTV refunds and your consumer rights.