Test it on your own TV first, free for 24 hours
Before any money changes hands you can run a free 24-hour trial on the actual television the family will use. Load up the kids channels, see whether Cartoon Network and the cartoons on demand play on the living-room screen, and only buy once you have seen it work. The trial is the first and best refund: it means most people never need the second one.
When the guarantee pays out in full
The paid guarantee runs for 7 days from the moment the account is switched on, on every term and every device count. You get the whole amount back if:
a supported device will not play the streams even after you have followed the setup guide and let support take a look;
buffering will not settle and support cannot fix it by swapping server, player or decoder;
a channel that was on the channel list when you bought is genuinely missing.
Where it does not apply
Simply changing your mind once the service has been running happily, or asking after the 7-day window has closed.
Trouble that traces back to your own broadband, an ISP block or a device the service does not support. We will still try to sort it, and the free trial is there precisely so you can rule this out beforehand.
An account we have closed for breaking the fair-use rules in the terms.
Claiming it
Message us on WhatsApp with your username and a line or two about what is going wrong. Let support have a go first, because the large majority of issues are fixed inside a single chat.
If it truly cannot be fixed, the refund goes back to the way you paid within 5 business days.
Renewing a plan you already know
The guarantee covers a first purchase. When you renew an account that has been working on your devices there is nothing left to prove, so renewals are not refundable.
Questions about this policy: message us on WhatsApp +212 610 046 062 or use the contact page.