Refund policy

Summary

• Refund requests are accepted within 7 days of activation.
• We first try to fix the problem with you — most issues are settings.
• If it cannot be fixed, the refund goes back to the original payment method.
• One message is enough to start a request. No forms to print.

When a refund applies

• The service does not run on your device, and troubleshooting with our support team has not solved it.
• You paid but your login details were never delivered.
• You were charged twice for the same order.
• You cancel before we have activated your plan.

When a refund does not apply

• The request is made after the refund window, unless the law where you live gives you a longer right.
• The problem is caused by your internet connection being below the minimum we state, and you were told this before ordering.
• Your login was shared or used in breach of our terms of use.
• A single channel or event you did not ask us to check before ordering is unavailable, while the rest of the service works.

In any of these cases, contact us anyway — we look at every situation individually and try to find a fair solution.

How to request a refund

1. Message us on WhatsApp at +212 781 768 546 or email [email protected].
2. Include your username, the date you paid and a short description of the problem.
3. If we have not already, we will run a few checks with you to confirm the problem cannot be fixed.
4. We confirm our decision in writing. Approved refunds are sent back to the payment method you used.

How long it takes

We process approved refunds promptly after confirming them in writing. The time it takes for the money to appear depends on your bank or payment provider; card refunds can take several business days to show on your statement.

Service interruptions

If a fault on our side stops the service from working for an extended period, tell us. We will offer a fair remedy, such as extending your plan by the time lost.

Your statutory rights

This policy does not limit any rights you have under consumer law in your country. See cancellation rights for how withdrawal rules apply to digital services.