First check: the 7 days
The window opens at activation, when your paid login is issued in the WhatsApp chat, and it closes 7 days later: a login activated on a Monday evening is inside the window until the same evening of the following Monday. What matters is when you ask. A request raised inside the window stays valid while support works on the problem, even if that runs past the last day.
Second check: a first purchase, not a renewal
The guarantee covers the first plan you buy, at any length and any stream tier. Renewals sit outside it: a login that has already run through a term on your device has answered the question the guarantee exists for.
Third check: where the fault lies
These count as the service failing, and qualify:
It will not play. Streams fail on a supported device even after its setup guide has been followed and support has worked on the problem with you.
Buffering that will not go away. The picture keeps stalling and support cannot cure it by moving you to another server, changing the player or changing its decoder setting.
A listed channel is absent. A channel that appeared on the channel list on the day you paid is missing from your line-up.
These do not qualify, although support will still help:
Your connection. Slow or unstable internet, weak Wi-Fi, or a router that struggles.
Your internet provider. Blocking or throttling of streaming traffic on your line.
An unsupported device. Hardware the service does not support; the setup page lists what it does.
Guide complaints go through the same test. A grid that is an hour out, or rows showing No information, usually come down to the device's time zone, the player's guide offset or a guide refresh, and support works through those first.
Fourth check: support has had its turn
The guarantee pays out when a problem cannot be fixed, so the fixing comes first. Tell support which device and player you use and what you see, with a photo of the screen if you can. You may be asked to try another server, a different player or a different decoder setting. If none of that works, ask for the refund in the same chat.
Requests that fail a check
A change of mind. Losing interest once the service has been working on your device does not qualify, and neither does a request made after day 7.
A closed account. A login closed for breaking the terms of service, for example by being shared publicly or re-streamed, is not refunded.
Making the claim
Message us on WhatsApp at +212 663 813 479 with your username and a line or two on what is going wrong. When a refund is agreed, the full amount goes back to the payment method you used within 5 business days.
Not paid yet
Then the 24-hour free trial is the better test. It is a full account with no card taken, so you can open the guide, try catch-up and play a few channels on your own device before any money moves.
Not sure how a point on this page applies to you? Put the question to us on WhatsApp, +212 663 813 479, or through the contact form, which opens the same chat with your message already written.