1. Our guarantee
If the service does not work for you, you may request a refund within 7 days of activation. The guarantee covers the service failing to work — not a change of mind about what is in the library after you have watched it.
2. Before you request a refund
Contact support first. Most reported faults are a setting, a network issue or a device limitation, and are fixed in a single exchange. Setup and troubleshooting help is free and unlimited.
We ask for a reasonable opportunity to fix the problem before refunding. “Reasonable” means responding to our questions and trying the steps we suggest — not weeks of silence.
3. How to request a refund
Email support@seeyourflix.com or message us on WhatsApp with:
- Your order reference.
- The email address used to order.
- The device, and what is happening on it.
- What you have already tried, and what support advised.
4. What is covered
- The service cannot be activated at all.
- A persistent technical fault at our end that we cannot resolve.
- The service is materially not as described at the point of sale.
5. What is not covered
- An internet connection too slow or unstable for streaming.
- Hardware that cannot run a current player app.
- A specific channel or title not being available, where availability was not confirmed before purchase.
- Change of mind after substantial use of the service.
- Accounts suspended or terminated for breach of the Terms of Service.
- Requests made after the guarantee window has closed.
If a particular channel matters to you, ask us before ordering. We will tell you honestly, and that conversation avoids this entire situation.
6. Technical problems
Where a fault is at our end, we will normally fix it or extend your subscription by the affected period. Where a fault is at your end, we will help you fix it — but a refund is not usually appropriate, because the service itself is working.
7. How refunds are processed
Approved refunds are returned to the original payment method. Processing typically takes a few working days at our end; how quickly it appears depends on your bank or payment provider.
Cryptocurrency payments are refunded in the same currency at the value received, not at the value on the day of the refund.
8. Partial refunds and extensions
Outside the guarantee window we do not normally refund unused time. Where a significant outage has affected you, we would rather extend your subscription than argue about it — tell us what happened.
9. Contact
Refund questions: support@seeyourflix.com, or via the contact page.