Refund Policy

This page sets out when you can get your money back, how to ask, and the few cases where a refund will not apply. It is worth two minutes before you buy, because completing a purchase means accepting what is written here.

1. When you can claim

A refund applies where you write to us within 30 days of your access going live, and any one of the following is true:

• You paid and the service was never activated
• A fault persists that our support team cannot put right in a reasonable time
• You were charged the wrong amount, or charged twice for the same period
• What you received differs materially from what was described when you bought it

Requests outside the 30 days, or on grounds not listed above, are not automatic. We will still read them and decide case by case.

2. Let us try to fix it first

Most faults turn out to be fixable in minutes, so please give us the chance before asking for the money back. Write to help@soplayeriptv.com or via our contact page.

Tell us the device and what you are seeing and we will work it through with you. If we cannot make the service usable within a reasonable time, the refund follows — asking us to try first does not cost you your claim.

3. Where a refund does not apply

These are the cases we will normally decline:

• Simply changing your mind after activating and using the service
• Asking more than 30 days after your access went live
• Problems caused by your own hardware, broadband or an unsupported device
• Part-used periods — subscriptions are not pro-rated
• Violation of our Terms of Service, including account sharing or misuse
• The 24-hour trial, which costs nothing and so has nothing to refund

4. How to ask

Four steps, and the first two are yours:

• Step 1: Contact us at help@soplayeriptv.com inside the 30-day window.
• Step 2: Give us the email on the account, when you bought it, and what went wrong.
• Step 3: We read and answer within two working days.
• Step 4: Approved claims go back to the card or account you paid from.

5. How long the money takes

We release approved refunds straight away, but the money moves at your bank's pace, not ours. It returns to the method you paid with and usually takes 3 to 5 business days to show on a statement.

If five working days pass after our approval email and nothing has arrived, tell us at help@soplayeriptv.com and we will chase it with the payment provider.

6. Before you call your bank

Please come to us before raising a chargeback. A chargeback takes weeks and freezes the account while the bank investigates, whereas an email to us is usually settled the same week. Accounts subject to a chargeback raised without any prior contact may be suspended until it is resolved.

7. If this policy changes

We may revise this policy, and a revision takes effect once it appears here. Carrying on with the service after that means you accept the revised version, so it is worth a glance now and then. The effective date at the top of the page tells you when it last moved.