Refund Policy

Last updated: 2026-10-27

We offer a trial before purchase to reduce the need for refunds. If you face a technical issue we cannot resolve within 48 hours of subscribing, you may request a refund under the terms.

Not covered

Refunds do not cover the user's own internet problems or unsupported devices.

Free trial first

Every plan can be tested for free before you pay, with no card required. We encourage you to run the trial at peak evening hours on the device you actually use, so that a paid subscription is an informed decision.

7-day money-back guarantee

If, within 7 days of your first payment, the service does not work on a supported device over a connection that meets the minimum bandwidth (10 Mbps for HD, 25 Mbps for 4K) and our support team cannot fix the issue within 48 hours of your report, you are entitled to a full refund to the original payment method. Refunds are processed within 5 to 10 business days; your bank may take longer to post the credit.

What is not refundable

Renewals and later months after the first 7 days; subscriptions terminated for breach of the acceptable-use policy; issues caused by ISP outages, VPNs, unsupported devices or home Wi-Fi; and change of mind after the guarantee window. Pro-rated credits may still be offered at our discretion for outages longer than 24 hours.

How to request a refund

Open a support chat or email us with the order number, the device and app you used, your approximate location and a short description of the problem. Keep the account active while we troubleshoot; a refund is issued once the case is closed.

Statutory rights

Consumer-protection laws in your state or province may give you additional rights that this policy does not limit, including cooling-off periods for distance sales in Quebec and other provinces.