Refund and Cancellation Policy

We would rather resolve a problem than argue about one. If something has gone wrong with a payment or with activation, tell us in writing and we will look at it. This policy explains what we need from you, what we can do ourselves, and the rights that apply whatever this page says.

Consumer protection law in your province or territory may give you rights that cannot be excluded by any policy: for example, a right to withdraw from certain distance contracts within a set period, a right to a remedy where a service is not as described, or a right to a refund where a service is not delivered. Those rights apply whether or not they are mentioned here.

The rules differ between provinces, and whether a particular right applies can depend on where you live and where the business is established — which is not yet published on this page. If you think a statutory right applies to your order, tell us; we will not ask you to waive it, and we will not treat a complaint as closed while it is unresolved.

Quebec’s Office de la protection du consommateur publishes guidance on cancellation of online purchases and on distance contracts; your provincial consumer office can tell you what applies to you.

Write to us using the contact route on this website, after which we reply by email. A short message is enough, but include:

• The email address used on the order or enquiry.
• The plan and term you bought, or the date you paid if you are unsure of the plan name.
• What you are asking for: cancellation only, a refund, or a correction of a charge.
• What went wrong, with the exact error message if there is one.

We acknowledge a request within 10 business days and give you a decision with reasons within 30 days. If we need more information to find the order, we ask once, clearly, rather than sending you back and forth.

There are no customer accounts here, so we locate an order from the email address it was placed with and the plan or payment date. If you paid from a different address than the one you wrote to us from, tell us both addresses; if someone else paid for your subscription, tell us who, so we can match the payment without disclosing their details to you.

If you paid twice for the same term, or paid an amount higher than the total we confirmed in writing, tell us and we refund the difference to the original payment method. We do not require you to accept extra service time instead of a refund for an amount you did not agree to pay.

If you paid the wrong amount by mistake and the service has not started, we refund the payment in full once we have confirmed the position with you.

If payment has been confirmed but your access details have not arrived within the period we confirmed, write to us. If we cannot complete activation, you choose between a corrected activation and a refund of that payment. We do not substitute a different plan or a longer term without your agreement.

If the access details reached an address you mistyped, tell us the correct address and we will reissue them once we have verified the order. Reissuing access details is not a refund event, but it is also not billed again.

If you bought the wrong term by mistake and the term has not begun, tell us before activation is completed and we will correct the order or refund it.

For a playback problem, we ask you to work through the relevant steps in the setup guide for your device first: exact credentials, whether one channel or all channels are affected, a restart of the app, a restart of the device, and a network check. That sequence resolves most first-report issues, and it is also what any later review would look at.

Troubleshooting is a step, not a condition we can insist on indefinitely. If a fault is on our side or upstream and we cannot fix it within a reasonable period after you report it, you are not required to keep retrying before we discuss a remedy.

We cannot make a refund depend on you accepting a factory reset, a DNS change, a VPN, a paid app, or any other change on your side. Those are suggestions at most, and we will tell you when a suggestion is likely to have limited effect.

Where a refund is agreed, its size follows what actually failed and when you told us, not a generic percentage:

• Payment taken with no service provided: full refund of that payment.
• Activation failed and could not be corrected: full refund of that payment.
• A service fault that we or the upstream provider cannot resolve: refund of the unused portion of the prepaid term, calculated in whole days, or a replacement term of equal value if you prefer.
• A change of mind after access has been delivered: any refund depends on the conditions we confirmed with you in writing before payment, and on any statutory right that applies.

Where part of a term has been used, a refund is calculated from the days remaining, not from a month counted as unused simply because the date is early in it.

Cancelling stops anything you have not yet paid for. It does not automatically refund a term in progress, because access has already been supplied. If you cancel part-way through a term and a refund is agreed, it is the unused portion that is refunded, not the whole term.

If we terminate the subscription for a reason that is our responsibility, we refund the unused portion. If we terminate because of a serious breach by you, unused time is not refunded, and your statutory rights remain unaffected.

Player apps are separate products sold by separate companies. If you paid an app’s licence or activation fee, that payment went to the app’s developer, through their store or website. We cannot refund it, cancel it or reverse it, and we cannot unlock an app on their behalf.

Paying an app fee does not activate your subscription, and a failed subscription does not entitle you to an app refund from us. If an app fee is the problem, we will tell you which vendor to contact and what to ask them.

When we approve a refund we tell you the amount and the date we sent it. The money then moves through the payment method you used, and how long that takes is set by your bank or payment provider, not by us. We do not promise a date by which it will appear in your account, and we will not claim it has arrived when it has only been sent.

Refunds go to the original payment method by default, because that is the safest way to return money to the person who paid. If that method no longer exists, we will agree an alternative with you in writing before sending anything.

Ask us to review the decision; a second look costs nothing. If our answer still does not resolve it, you can contact the consumer protection office in your province or territory, or use any other remedy available to you. Nothing in this policy prevents you from doing that, and we will cooperate with the process.