Service Continuity Guarantee

1. The Commitment

We commit to delivering the full value of your subscription. If you experience a service interruption caused by our systems or servers, we intervene to make it right through one of the following remedies:

• Extension: Adding days to your current subscription equivalent to the outage duration.
• Replacement: Issuing a replacement subscription of equal value on a different server if the issue persists.
• Service credit: Granting you credit applicable toward a future renewal or plan upgrade.

2. What Is Covered

• Streaming server downtime on our infrastructure.
• Account malfunction or activation failure due to a technical fault on our side.
• Sustained loss (exceeding 24 continuous hours) of access to core content within your plan.
• Security issues requiring re-issuance of your credentials (username / MAC).

3. What Is Not Covered

The following scenarios fall outside the guarantee because they are beyond our technical control:

• Your local internet connectivity or ISP-level issues.
• Incorrect device or app configurations, or apps with discontinued vendor support.
• Sharing account credentials with multiple devices or persons in breach of the Terms of Service.
• Content changes by upstream rights holders (channels removed by their original provider).
• Force majeure events: natural disasters, international cable disruptions, or regional regulatory decisions.
• Accounts suspended due to violations of the Terms of Service.

4. How to Claim

1. Contact us: Via WhatsApp or email within 7 days of noticing the issue.
2. Provide details: Your subscription details, time of the outage, and a screenshot if available.
3. Quick assessment: Our team verifies server logs within 48 business hours.
4. Resolution: We propose the most suitable remedy and apply it upon your approval.

5. No Cash Refunds

By the nature of digital streaming services, your subscription activates immediately upon payment and cannot be returned as a physical good. We therefore do not issue cash refunds — instead we guarantee that the full value of your payment reaches you through in-service compensation. This is clearer and faster than traditional bank refunds.

6. Trial / Test Periods

If a free trial period is offered, it is intended for testing service quality before committing. The transition from a trial to a paid subscription is final and not subject to a refund.

7. Limit of Compensation

Compensation is capped at the actual amount paid for the affected subscription. We are not liable for any consequential losses (lost time, device cost, third-party subscriptions, etc.) — and subscribing to our service implies acceptance of this cap.

8. Custom Plans & Reseller Program

Reseller packs and enterprise agreements are governed by separate guarantee terms specified in the signed agreement. Contact us for details.

9. Updates to This Policy

We may revise this policy periodically to reflect service improvements. The latest update date is shown at the top of the page. Claims are governed by the policy in effect at the time of the claim.