Refund Policy

We are committed to providing high-quality digital entertainment services and content to our users.

We understand that certain circumstances may require a refund. For this reason, we have established this policy to provide a fair, reasonable, and transparent process for reviewing refund requests.

We will review eligible refund requests within a reasonable period and notify you of the outcome using the contact information associated with your Account.

2.1 Eligible Refund Situations

You may be eligible for a full or partial refund in the following circumstances:

• Technical issues: A technical failure caused by us prevents you from accessing paid content or using a purchased Service.
• Duplicate charges: You were charged more than once for the same purchase because of a billing or system error.
• Incorrect charges: You were charged an incorrect amount because of an error in our system.
• Content mismatch: The content or Service provided differs materially from its description at the time of purchase.
• Service interruption: We permanently discontinue a paid Service without providing a reasonable replacement, extension, or alternative.
• Unauthorized purchase: A purchase was completed without your knowledge or authorization, subject to verification and supporting evidence.
• Failure to provide purchased access: Payment was successfully completed, but the purchased content, subscription, or credits were not added to your Account.

All refund requests are reviewed individually. Meeting one of the conditions above does not automatically guarantee approval.

2.2 Non-Eligible Refund Situations

Refunds will generally not be provided in the following circumstances:

• You changed your mind after completing the purchase.
• You no longer want or need the purchased Service.
• You forgot to cancel a subscription before its renewal date.
• You have watched, accessed, downloaded, or used a substantial portion of the purchased content.
• You are dissatisfied with the storyline, genre, acting, production style, or subjective quality of the content.
• Your Account was restricted or terminated because you violated our User Agreement.
• You cannot access the Service because of your internet connection, mobile network, or local network environment.
• Your Device does not meet the technical or compatibility requirements of the Service.
• You provided incorrect Account, payment, or contact information.
• You purchased the wrong content, subscription plan, or package.
• You shared your Account or login credentials with another person.
• The refund request is submitted after the applicable refund period.
• You have already received a refund, credit, replacement, or other compensation for the same transaction.
• We reasonably believe that the refund request is fraudulent, abusive, or intended to obtain content without payment.

Nothing in this section limits any refund or cancellation rights that cannot legally be excluded under applicable law.

Refund requests must be submitted within the following periods:

The applicable time period begins on the date the payment is successfully completed.

Recurring subscription renewal payments are generally not eligible for a refund solely because you forgot to cancel before renewal. However, we may review exceptional cases individually.

4.1 Application Procedure

To request a refund, please follow these steps:

1. Send an email to [email protected].
2. Use a clear subject line, such as Refund Request – Order [Order Number].
3. Provide all required purchase and Account information.
4. Explain the reason for your refund request.
5. Include relevant screenshots, receipts, or other supporting evidence.
6. Wait for our customer support team to review your request.
7. We will notify you of the decision by email.

Submitting a refund request does not guarantee that the refund will be approved.

4.2 Required Information

Your refund request should include:

• Your full name
• Your registered email address or Account information
• The order number, receipt number, or transaction ID
• The date of purchase
• The amount charged
• The name of the subscription, content, package, or Service purchased
• The payment method used
• A detailed explanation of the reason for the request
• Screenshots, receipts, billing statements, or other relevant evidence
• Any troubleshooting steps you have already attempted

We may request additional information where reasonably necessary to verify the transaction, identify the issue, prevent fraud, or assess eligibility.

Failure to provide sufficient information may delay the review or result in the request being rejected.

5.1 Review Period

We generally aim to review refund requests within:

• 3–5 business days for standard cases
• 7–10 business days for complex cases, unauthorized purchases, technical investigations, or requests requiring additional verification

The review period may take longer if:

• Additional documents or evidence are required
• We need information from a payment provider
• The transaction is being investigated for fraud
• The request involves multiple purchases
• There is a high volume of customer support requests
• Circumstances outside our reasonable control affect processing

We will notify you by email after a decision has been made.

5.2 Refund Payment Time

After a refund has been approved and submitted, the time required for the funds to appear may depend on the payment method and payment provider.

Estimated processing times may include:

• Credit or debit card: Approximately 5–10 business days
• PayPal or similar digital wallet: Approximately 3–5 business days
• Bank transfer: Approximately 7–14 business days
• Other payment methods: According to the processing time of the relevant provider

These timeframes are estimates only. Banks, card issuers, payment processors, and other third parties may require additional processing time.

Approved refunds will normally be returned to the original payment method. We may use another refund method where the original method is unavailable or where otherwise required.

6.1 When a Partial Refund May Apply

Instead of providing a full refund, we may offer a partial refund in circumstances such as:

• You used part of the paid Service before experiencing a technical issue.
• You accessed or watched part of the purchased content.
• Only part of a purchased package was unavailable or defective.
• A temporary Service interruption affected only part of your subscription period.
• You received some, but not all, of the purchased features or benefits.
• You cancel an eligible long-term Service after using part of the subscription period.

6.2 Calculating a Partial Refund

The value of a partial refund may be determined by considering:

• The proportion of the Service or content already used
• The amount of content watched, accessed, or downloaded
• The number of credits or benefits already used
• The remaining subscription period
• The duration and severity of the technical issue
• Whether an alternative Service or compensation was provided
• The extent to which the issue was caused by us
• Discounts, promotional pricing, or bundled benefits applied to the original purchase

Any partial refund will be calculated using the amount actually paid, rather than the standard or undiscounted price.

7.1 Technical Failures

When a technical failure caused by us prevents you from using a paid Service, we may take one or more of the following actions:

• Investigate and prioritize correction of the technical issue
• Restore access to the purchased content or Service
• Extend your subscription or access period
• Replace the affected content or feature
• Provide account credits or equivalent compensation
• Provide a partial refund
• Provide a full refund when the issue cannot be corrected within a reasonable period

You may be required to cooperate with reasonable troubleshooting steps before a refund is approved.

7.2 Changes to the Services

We may occasionally modify content, features, subscription benefits, or other parts of the Services.

If we make a material change that significantly reduces the value of a paid Service, you may be entitled to:

• Continue using the modified Service
• Cancel the subscription before the change takes effect
• Receive an alternative Service or benefit
• Request a proportional refund for the affected unused period, where appropriate

Minor content updates, routine feature changes, design changes, content rotation, and the removal of individual titles will not necessarily qualify for a refund.

7.3 Service Discontinuation

If we permanently discontinue a paid Service, we may:

• Provide advance notice where reasonably possible
• Allow access until the end of the current billing period
• Provide an equivalent replacement or alternative
• Extend access to another Service
• Provide a proportional refund for an eligible unused period

7.4 Force Majeure

We are not responsible for delays, interruptions, or inability to provide the Services resulting from circumstances outside our reasonable control, including:

• Natural disasters
• Severe weather
• War, terrorism, civil unrest, or government action
• Widespread internet or telecommunications outages
• Power failures
• Cyberattacks or major security incidents
• Failures of third-party infrastructure
• Labor disputes
• Public health emergencies
• Changes in law or regulatory requirements

In such circumstances, we may provide an extension, credit, alternative Service, partial refund, or another reasonable solution depending on the nature and duration of the disruption.

Some purchases may be processed through third-party platforms, payment providers, app stores, or other authorized distributors.

Where a purchase was made through a third-party platform, your refund request may be governed by that platform’s terms, procedures, and refund rules.

We may not be able to directly approve or issue refunds for transactions processed entirely by a third party.

You may be required to submit the request directly through the platform used to complete the purchase.

We may provide reasonable assistance by confirming your Account status, purchase details, or Service usage where appropriate.

Canceling a subscription and requesting a refund are separate actions.

Canceling a subscription generally prevents future renewal charges but does not automatically refund payments that have already been processed.

Unless otherwise stated:

• You may continue using the paid Service until the end of the current billing period.
• No additional subscription fee will be charged after the cancellation becomes effective.
• Previous subscription charges will remain non-refundable unless they qualify under this Refund Policy.
• Deleting your Account does not necessarily cancel a subscription processed through a third-party payment provider.

You are responsible for canceling your subscription using the same platform or payment provider through which it was purchased.

If you believe that a transaction was completed without your authorization, please contact us promptly at [email protected].

You should also contact your bank, card issuer, payment provider, or relevant platform to secure your payment method.

We may require:

• Proof that you are the Account holder or authorized payment method owner
• A copy or screenshot of the disputed charge
• Relevant communication with your bank or payment provider
• Information about Account access and Device activity
• Confirmation that the transaction was not completed by a family member or another authorized user

We reserve the right to restrict the affected Account while the transaction is being investigated.

Fraudulent claims or intentional misuse of the refund process may result in Account suspension or termination.

We may reject refund requests or restrict access to the Services where we reasonably believe that a user is abusing the refund process.

Refund abuse may include:

• Repeatedly purchasing and refunding content after accessing it
• Submitting false or misleading information
• Claiming that authorized transactions were unauthorized
• Creating multiple Accounts to obtain repeated refunds or promotions
• Requesting refunds after consuming a substantial amount of content
• Initiating a payment dispute without first attempting to resolve an eligible issue with us
• Using refunded credits, benefits, or content after a refund has been issued

Nothing in this section prevents you from exercising rights available under applicable law.

Before initiating a chargeback or payment dispute, we encourage you to contact us at [email protected] so that we can attempt to resolve the issue.

If you initiate a chargeback:

• We may provide transaction and usage records to the relevant payment provider.
• Access to the disputed purchase may be suspended.
• Your Account may be temporarily restricted while the dispute is reviewed.
• Any credits, benefits, or access associated with the disputed transaction may be removed.
• Your Account may remain restricted if the payment provider determines that the transaction was valid and the amount remains unpaid.

We will not restrict any legal right you may have to dispute an unauthorized or incorrect transaction.

After a full refund has been issued:

• Your access to the refunded subscription, content, credits, or Service may be removed.
• Unused credits associated with the refunded transaction may be canceled.
• Downloaded or offline content associated with the purchase may become unavailable.
• Promotional benefits connected to the purchase may be revoked.
• Your subscription may be canceled where the refund relates to the subscription purchase.

After a partial refund, we may adjust your remaining access, subscription period, credits, or benefits to reflect the refunded amount.

We may update this Refund Policy from time to time to reflect changes to:

• Our Services
• Subscription plans
• Payment methods
• Refund procedures
• Applicable legal or regulatory requirements
• Our business and operational practices

The revised policy will be published through the Services, and the “Last Updated” date will be changed accordingly.

Unless otherwise required by applicable law, changes will apply to purchases completed after the revised policy becomes effective.

For questions, concerns, or refund requests relating to this Refund Policy, please contact us at: