Refunds
A 7-day money-back guarantee on every paid subscription. If the service is not right for you, contact us within seven days of purchase and we will refund your original payment method within 5–10 business days.
We set out to give customers across Ireland a streaming service that holds up. We also recognise that a service can occasionally fall short, so we run a clear refund policy that reflects both our confidence in what we provide and our respect for consumer rights.
This policy covers every paid subscription bought directly from us, and should be read alongside our terms and conditions and the acceptable use policy within them.
Nothing here limits or replaces your statutory rights as a consumer under Irish law, including the Consumer Rights Act 2022 and the EU Consumer Rights Directive. Those rights apply independently of, and in addition to, this commercial policy.
You may request a refund on any paid subscription within 7 calendar days of purchase. The window opens on the date your payment is processed, not the date your credentials arrive.
Refunds are for the full amount paid. We do not pro-rate based on how much of the period has been used — buy a 3-month plan, request a refund on day five, and you get the full 3-month price back. Refunds go to the original payment method. We process every approved refund within 5–10 business days, though how quickly it appears depends on your provider.
The guarantee applies to the service we provide. If something on our side is not working as it should and we cannot put it right, you are covered.
It does not extend to problems caused by things outside our control:
We troubleshoot firstIn every one of those cases we will work through the problem with you before anything else. Most issues are quick to resolve, and a working service is a better outcome for both of us than a refund.
Follow these steps and your request will move as quickly as possible.
Send your request so it reaches us within 7 calendar days of your payment date. Requests after that window fall outside this commercial policy, though your statutory rights remain unaffected.
Give us your full name, the email address used to purchase, roughly when you bought, and which plan. A payment reference helps but is not essential.
We confirm the purchase falls inside the seven-day window and aim to reply within 1 business day. Where the issue looks resolvable we will offer to fix it first. Once a refund is approved, access to the Service is switched off.
Approved refunds are processed within 5–10 business days to the original payment method. Card payments usually clear within 3–5 business days after processing. You get a confirmation once it is done.
Refund requests are answered within 1 business day.
Most requests are straightforward. Here is what does and does not qualify under this commercial policy.
On buffering and connectivityBuffering caused by your own broadband, Wi-Fi or device is not grounds for a refund, since none of it is within our control. Where buffering comes from our server infrastructure, we work to fix it, and for sustained degradation attributable to us we may offer a credit or an extension.
The 24-hour trial is offered at our discretion as a no-payment evaluation. Because nothing is charged, there is nothing to refund. If your trial ends and you decide not to subscribe, you do not need to do anything — access simply stops.
Trials are limited to one per customer, identified by a combination of email address, phone number and device. Obtaining a second trial using different details breaches our Terms and may lead to permanent suspension.
If a technical problem stops you evaluating the service properly during a trial, tell us. We will either fix it or extend the trial so you get a fair look.
This page sets out our commercial refund commitment. It does not replace, limit or waive your rights under Irish or EU law.
Under the Consumer Rights Act 2022, which brings the EU Consumer Rights Directive into Irish law, consumers buying digital services are entitled to a remedy — repair, replacement or refund — where the service does not conform to the contract. If a service is materially not as described, not fit for purpose, or not of the quality you were reasonably entitled to expect, you may have rights that go beyond our seven-day commercial window.
The EU Consumer Rights Directive also gives consumers buying digital services remotely a general 14-day right of withdrawal. That right may not apply where you expressly asked for the service to start before the period expired and acknowledged that the right would be lost. If you are unsure, the CCPC at ccpc.ie and Citizens Information at citizensinformation.ie are both good sources.
EU Online Dispute ResolutionIf a complaint cannot be settled with us directly, you can use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr — a free service for resolving disputes about online purchases.
If you think you have been charged incorrectly — a duplicate payment, a charge for a plan you did not buy, or any other discrepancy — contact us straight away.
Billing errors are investigated promptly. Where the error is confirmed on our side, the full amount charged in error is refunded regardless of the seven-day window. These are treated as priority cases and are usually settled within 2 business days.
If a payment was taken without your authorisation, contact your bank or card provider as well — they run their own dispute procedures which can proceed alongside ours.
We do not run automatic renewal billing. Every subscription is renewed manually, and you are never charged without deliberately buying a new period. When your subscription ends, access simply stops until you choose to renew.
Because nothing renews automatically, there are no unwanted renewal charges to refund. We may send a reminder before your period expires so you can renew if you want to — those messages are informational and never trigger a payment.
No surprise chargesYou will never be billed automatically. Every payment needs an action from you, so when and whether you renew is entirely your decision. View current plans and pricing.
Where there is an extended outage or significant degradation attributable directly to our infrastructure — rather than to your connection, your device or third-party software — we may offer affected customers a pro-rata credit or an extension. This sits separately from the seven-day guarantee and applies where the service has been materially unavailable for a sustained period through no fault of the customer.
If an ongoing problem is not resolved after you contact support, come back to us and we will investigate. Our preference is always to fix rather than refund, but where a fix is not possible we consider an appropriate remedy case by case.
Intermittent problems outside our control — ISP congestion, unstable Wi-Fi, device limitations or third-party app behaviour — are not grounds for a credit or refund.
For refund requests, billing questions or anything else about this policy, get in touch. Refund requests are answered within 1 business day and other enquiries within 2 business days. Include your name, the email address used for purchase, and roughly when you bought.
Message us on WhatsApp or email [email protected] — refund requests answered within 1 business day.
This page is general information, not legal advice.