Refund Policy
Last updated: 24 October 2026
If your subscription is not working as expected, tell us what happened. This policy explains when to request a refund, what to send and how we review the request.
Your 24-hour refund request window
You can request a refund under our commercial refund policy within 24 hours of purchase if you are not satisfied with the subscription or experience a technical problem that prevents you from using it.
You can send your request 24/7 by email, WhatsApp or Telegram. The time your message is sent determines whether it falls within the 24-hour window. You do not need to wait for a reply before that window ends.
Requests are reviewed individually under the conditions below. Sending a request does not mean it has already been approved.
What to include in your request
Use “Refund request” as your email subject or at the start of your message. Include:
- Your order number or payment reference, if available.
- The date of purchase and the contact details used for the order.
- A brief explanation of why you are requesting a refund.
- For a technical problem, your device, player app, error message and any checks already tried.
If you do not have an order number, tell us when and how you paid so we can locate the purchase. Share only the relevant receipt details. Hide passwords, full playlist links, card details and unrelated transactions in screenshots.
How technical problems are reviewed
For a technical refund request, please allow us a reasonable opportunity to investigate and try to resolve the problem. We may ask for a relevant screenshot or suggest setup and playback checks.
If we cannot resolve the problem within 48 hours of receiving your request, we will review it for a refund and explain the outcome. A request sent within the 24-hour window remains timely while that investigation continues.
Setup, buffering and device issues
A player setting, incompatible app, unstable connection or channel-source fault can cause similar symptoms. Tell us whether the problem affects every channel or only one, and whether it happens on another device or connection.
We can help check the setup, but your broadband service, equipment and separately purchased app licences are supplied by their respective providers. A problem with an external service is not automatically evidence of a fault with the subscription.
Temporary buffering or an isolated interruption is assessed in context. This does not remove your rights where the service fails to meet its agreed description or applicable legal requirements.
The decision and return of payment
We will contact you with the decision and explain any further information needed. If approved, we will confirm the refund amount, return method and available processing information.
The time a payment provider takes to return funds can differ from the time we approve the refund. We do not promise an instant return of funds.
If you disagree with the decision, reply in the same conversation and explain what you would like us to review.
Requests after 24 hours and your legal rights
The 24-hour window applies to the commercial refund offer described here. If a problem arises later, contact us so we can investigate it.
This policy does not limit statutory cancellation rights or other remedies available under applicable consumer law. Where those rights apply, they may extend beyond our commercial refund window.
Using or activating a subscription does not, by itself, automatically remove a statutory cancellation right. Any legally required consent and acknowledgement for immediate supply must be obtained separately.
Contact us about a refund
Use any of the buttons below to send your request. We answer enquiries seven days a week, but are not staffed around the clock. A request sent while we are away keeps its original message timestamp.
Email: help@britishiptvone.com
WhatsApp: +44 7938 486673
Telegram: @British1support