General reasons when a viewer will be automatically granted a refund, are based on the following cases:
- A viewer made duplicate purchases using multiple registration/login credentials
- The majority of the said live event or VOD had streaming issues (no sound, or poor sound & video quality).
Please note, if you have purchased a subscription and do not cancel it before the first payment is due, you will not be eligible for a refund and you will be charged the full period's rate. There are no refunds for change of mind or accidental purchases.
For cases where more clarity is needed, our Support Specialists may need more information and the management team is responsible for the review and final approval of your refund request.
If you have other reasons for wanting to be refunded that does not fall under any of the two conditions explained above, please feel free to submit a form to our Support Team and we will be glad to review the case for you.
What if I filed a dispute or chargeback?
If you have contacted your bank or PayPal to request a refund, we follow the chargeback process. Once you file a dispute through your bank, they will reach out to our Finance Team to discuss and investigate your refund request.
In this case, your bank will become the mediator and the Support Team will no longer be involved moving forward.
To check the status of your dispute or chargeback request, please contact your bank or PayPal.