7-day money-back guarantee
A full refund on any paid plan within seven days of purchase, no questions asked. No part-refunds and no deductions for the days you used — you get back what you paid.
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What is the refund policy?
You can request a full refund on any paid plan within seven calendar days of purchase, without giving a reason. The seven days run from the date your payment is processed, not from when your login details arrive. Refunds go back to the payment method you used.
No questions asked, and no partial refunds. Buy a three-month plan, ask on day five, and you get the full three-month price back — not five days' worth deducted.
| Term | What it means |
|---|---|
| Window | 7 calendar days from the date payment is processed |
| Amount | The full amount paid, with nothing deducted for days used |
| Reason needed | None. Feedback is welcome but never affects the outcome |
| Which plans | Any paid 1, 3, 6 or 12-month plan |
| Where it goes | Back to the original payment method |
| How long | Processed within 5–10 business days of approval |
| Response time | We aim to answer refund requests within 1 business day |
How do I request a refund?
Message us on WhatsApp within seven days of paying and include your name, the email or number used to buy, roughly when you bought it, and which plan. We confirm the purchase, and once approved your access ends and the money is returned.
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Contact us within 7 days
The request has to reach us inside seven calendar days of your payment date. After that this commercial policy no longer applies — though your statutory rights still do.
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Send your purchase details
Your full name, the email or phone number used to buy, roughly when you bought, and the plan. A payment reference helps but is not required.
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We check and approve
We confirm the purchase falls inside the window and aim to reply within one business day. Once approved, access to the service ends.
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The money goes back
Approved refunds are processed within 5–10 business days to your original payment method. Card payments usually clear in 3–5 business days once processed, and you get a confirmation when it is done.
What is and is not covered?
Almost every request inside the seven days is approved, including a simple change of mind. The exclusions are narrow: requests after the window, free trials, accounts suspended for breaking the terms, a second refund on the same account, and problems caused by your own broadband.
Covered
- Any request made within 7 days of purchase
- Any paid 1, 3, 6 or 12-month plan
- Change of mind inside the 7-day window
- The service not meeting reasonable expectations
- Technical problems we could not resolve
- Duplicate payments and billing errors
Not covered
- Requests made more than 7 days after purchase
- Free trials, since no payment is taken
- Login details shared with others, in breach of the terms
- Accounts suspended for breaking the acceptable use terms
- A second refund on the same or a linked account
- Buffering caused by your own broadband, wifi or device
On buffering. Freezing caused by your own broadband, wifi or device is outside our control and is not grounds for a refund on its own. Where it is caused by our servers we work to fix it, and may offer a credit or extension for sustained problems that are our fault. The troubleshooting guide is here.
How do refunds work on a free trial?
They do not, because no money changes hands. A trial that ends simply stops — there is nothing to cancel and nothing to refund. If a technical problem stopped you evaluating the service properly during a trial, tell us and we will fix it or extend the trial.
Trials are limited to one per customer, identified by the combination of email, phone number and device. Taking a second trial under different details breaks our terms and can lead to permanent suspension.
What are my statutory consumer rights?
This page sets out our own commercial commitment. It does not replace, limit or waive the rights you have under Irish and EU law, which apply on top of it and independently of it.
Consumer Rights Act 2022
This Act brings the EU Consumer Rights Directive into Irish law. Consumers buying digital services have a right to a remedy — repair, replacement or refund — where the service does not conform to the contract. If the 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 window.
The 14-day right of withdrawal
Under the EU Consumer Rights Directive, consumers buying digital services remotely generally have fourteen days to withdraw. This may not apply where you expressly asked for the service to start before that period ended and acknowledged that the right would be lost.
| Body | What they do | Where |
|---|---|---|
| CCPC | Ireland's Competition and Consumer Protection Commission | ccpc.ie |
| Citizens Information | Public guidance on consumer rights in Ireland | citizensinformation.ie |
| EU ODR platform | Free European Commission tool for online purchase disputes | ec.europa.eu/consumers/odr |
If you cannot settle a complaint with us directly, the EU ODR platform is free to use and independent of us. We would rather resolve it on the chat, but the route is there.
What about billing errors and service outages?
Confirmed billing errors are refunded in full regardless of the seven-day window, and we treat them as priority cases. For an extended outage caused by our own infrastructure we may offer a pro-rata credit or extension, which is separate from the refund policy.
Billing errors
Duplicate payments, charges for a plan you did not buy, or any other discrepancy — contact us straight away. Confirmed errors on our side are refunded in full whatever the date, usually within 2 business days. If a payment was taken without your authorisation, contact your bank as well; their dispute process runs alongside ours.
No auto-renewal
Nothing renews on its own and no card is kept on file. Every payment needs you to act, so there are no unwanted renewal charges to refund. Any reminder we send before your term ends is informational and never starts a payment.
Outages and credits
Where the service is materially unavailable for an extended period because of our infrastructure, we may offer affected customers a credit or an extension. Problems outside our control — ISP congestion, wifi, device limits or third-party apps — are not grounds for a credit.
Refund questions people ask
The six answers below cover what comes up most: whether a reason is needed, part-refunds, when the clock starts, what happens to access, refunds after the window, and how long the money takes to arrive.
Do I have to give a reason for the refund?
No. Contact us within seven days of paying and we process it. We may ask for optional feedback, and it never affects the outcome.
Do I get the whole amount back or just the unused part?
The whole amount. We do not deduct for the days you used. Buy a three-month plan and ask on day five, and you get the full three-month price back.
When does the seven days start?
From the date your payment is processed, not from when your login details arrive. If there was a delay in getting your details, tell us — we take that into account.
What happens to my access once a refund is approved?
It ends. The refund and continued access are not both available, so once we approve the refund the plan is deactivated.
Can I get a refund after the seven days?
Not under this commercial policy, but your statutory rights under Irish and EU law are separate and still apply. Confirmed billing errors are also refunded whatever the date.
How long does the money take to come back?
We process approved refunds within 5–10 business days. Card payments usually clear in 3–5 business days after that, though the exact timing is down to your bank.
Need a refund, or just need it fixed?
Either is fine. Message us and we will sort it — most problems turn out to be a five-minute setting, but the seven days are yours regardless.
This page is general information, not legal advice. Read it alongside our Terms of Service. For anything specific to your situation, contact us.