Refund Policy
Last updated: August 2026
Important: cryptocurrency payments are irreversible
Payments are made in cryptocurrency through a third-party processor. Once a transaction is confirmed on the blockchain it cannot be reversed like a card payment. Any approved refund is therefore paid back in cryptocurrency, at the prevailing exchange rate at the time the refund is approved, to a wallet address you provide. Network fees for the refund transfer may be deducted.
When you are entitled to a refund
- Non-delivery: if your payment is confirmed and we have not delivered your credentials within the stated delivery window, and support cannot resolve the issue, you are entitled to a full refund.
- Service unusable at delivery: if the credentials you receive do not work at all and support cannot fix the problem within a reasonable time, you are entitled to a refund.
- Duplicate payment: if you accidentally pay for the same order twice, the second payment is refunded in full.
When refunds do not apply
- Once credentials have been delivered and the service is working, we do not refund for change of mind, device incompatibility you did not check before ordering, or dissatisfaction with specific channels or content (lineups vary and are not guaranteed — see the disclaimer).
- Partial months of an otherwise working subscription are not refunded, except where we terminate the service without cause (see terms of service).
- Access suspended due to a breach of the terms of service (for example reselling credentials or exceeding your connection limit).
Expired invoices
Payment invoices expire after a set period. An expired invoice is simply cancelled — no payment is taken and no refund is needed. You can restart payment from your order page at any time while the order is open.
Underpayment and overpayment
- Underpayment: if the amount received is less than the invoice total, the invoice is not marked as paid. Contact support with your order reference — we can either wait for a top-up payment or help you restart the invoice.
- Overpayment: if more than the invoice total is received, the order is treated as paid. Contact support with your order reference if you would like the excess returned; it is refunded in cryptocurrency at the prevailing rate, minus network fees.
How to request a refund
Contact us from the contact page with your order reference and a short description of the issue. Requests are reviewed and answered as quickly as possible; approved refunds are sent to the wallet address you provide.