Refund Policy
We want you to be sure TVPlay works for you before you pay, and we want the rules to be clear if it does not. This page explains how testing, troubleshooting and refunds work.
The short version
Test free for 24 hours first. If you buy a pass and it does not work on your setup, tell us within 7 days. We will try to fix it, and if we cannot, we refund you in full.
1. 24-hour testing guarantee
Every new customer can use a free 24-hour pass with no payment details. Please use it to check the channels you care about, the picture quality and the performance on your own broadband connection and devices before you order.
2. Technical troubleshooting comes first
Most playback problems are caused by Wi-Fi signal, player app settings or device storage, and can be solved in a few minutes. Before a refund is issued, our support team will ask for a short description of the problem and will suggest fixes such as switching player apps, updating the app or using a wired connection.
3. 7-day money-back guarantee
If you contact us within 7 days of your payment and we are unable to make the service work properly on your setup, we will refund the full amount you paid for that pass.
4. When a refund is not available
- Requests made more than 7 days after payment.
- Passes suspended for a breach of our Terms of Service, such as sharing or reselling a login.
- Problems caused by a broadband connection below the minimum speeds shown on our website, where the free pass was not used to test first.
- A change in the channel list or on-demand catalogue, which can vary over time.
5. How to request a refund
Email [email protected] or message us on WhatsApp with your order number and the email address used for the order. We aim to reply within one working day. Approved refunds are returned to the original payment method; depending on your bank, the money can take 5 to 10 working days to appear.
6. Prepaid, non-recurring billing
TVPlay passes are one-time, prepaid purchases in pounds sterling. We do not keep your card on file, we do not charge you again when a pass ends, and there is no subscription to cancel. When your term is over, access simply stops unless you decide to buy another pass.
7. Your statutory rights
This policy is in addition to your rights under the Consumer Rights Act 2015, which are not affected.
8. Questions
If anything on this page is unclear, write to [email protected] before you order and we will be glad to help.