If it does not work, what actually happens
The unglamorous half of the purchase: what to send us, what we try first, what counts as our fault, and where the refund line sits.
The first message matters more than any other
Send your order number and the exact device you are using, in the first message. Those two facts are the difference between a reply that fixes your problem and a reply asking which device you are using. The fix for a Fire Stick has almost nothing in common with the fix for a MAG box, and guessing wastes a day of your evening and ours.
If you can add what you see rather than what you conclude, better still. "The app opens and the list is empty" and "the app will not open at all" lead to completely different places, and "it is not working" leads to neither.
What we check first, and why
The first question is always whether the line itself is healthy, and the fastest way to answer it is a second device. A laptop on a cable, or a phone on mobile data, takes two minutes and settles the question. If it plays there and not on the television, the subscription is fine and the problem is between your router and that television.
That is not a brush-off, it is the only way to work efficiently. Every hour spent adjusting a line that was never broken is an hour not spent on the thing that is.
What counts as our fault
Our side is the line and what it serves: details that do not authenticate, a subscription that did not activate, groups that are missing or in the wrong order, a source that is genuinely failing for everyone rather than just for you. Those are ours to fix and we do not argue about them.
Your side is your connection, your wireless network, and your hardware. A stick that has run out of memory, a router in a cupboard behind a wall, or an internet provider throttling video in the evening are all real problems with real fixes, but they are not fixed by refunding you, and pretending otherwise helps nobody.
Where the refund line sits
The policy is a full refund where the service cannot be made to work and the cause is at our end, provided you raise it within seven days of ordering and have given us a fair chance to fix it first. That is deliberately specific, and the specifics are the useful part.
Seven days, because a service either works for you in the first week or it does not, and a refund request four months into a year-long plan is a different conversation. A fair chance to fix it, because most reports are a setup issue that takes one exchange, and refunding those would mean charging everybody else more to cover them.
What we will say no to
A working subscription where the fault is your own connection, network or hardware. A specific channel you wanted that is not carried, unless you asked us about it before buying, which is exactly why asking first is worth the two minutes. An account that has been shared or resold. A period that is substantially used up.
None of that is unusual, but writing it down in advance is. You are entitled to know where the line is before you pay rather than discovering it in an argument afterwards.
Please do not start with a chargeback
A chargeback raised before contacting us suspends the subscription automatically and turns a two-message fix into a bank process measured in weeks. It is slower to your money and it removes the option of just sorting the problem out.
Message us first. If the answer is no, you can still go to your bank, and you will do it holding a written explanation of why we said no, which is a better position than starting there.
Question this did not answer?
Ask it before you order rather than after. That is genuinely the cheaper moment for both of us, and a person reads every message.