How the guarantee works
Ask within 7 days of activation. If Televixy will not run properly on your device and support cannot fix it, the whole payment comes back to you. That holds for every term, from one month to twelve, and for every number of connections.
Check first with the free trial
The 24-hour trial costs nothing and needs no card. It is the simplest way to see the service on your own screen, at the hour you really watch, before any money changes hands. The guarantee is there for whatever a day of testing could not show.
When you get your money back
Streams refuse to play on a supported device even though you followed the setup guide and then worked through the problem with support.
Buffering goes on even after support has moved you to another server, another player or other decoder settings.
A channel listed on the channel page at the moment you paid turns out to be absent from your account.
When a refund does not apply
You changed your mind once the service was already working, or you asked after the 7 days had passed.
The trouble comes from your own internet connection, from blocking by your internet provider, or from hardware outside our supported list. Support will still help where it can, and the free trial exists so you can rule these out before paying.
The account was closed for breaking the fair-use rules in the terms.
How to ask for one
Send a message on WhatsApp with your username and a few words about what is going wrong. Support gets the first attempt at a fix, and most problems end there, in one conversation.
Where support cannot fix it, the money reaches whatever you paid with inside 5 business days.
A second or later term
The guarantee covers your first purchase. Because plans never renew by themselves, any later term is one you choose to buy after the service has already proved itself on your device, so it is not refundable.
Still unsure what a paragraph above means for your own line? Ask on WhatsApp +212 606 968 901 at whatever hour you happen to be reading this, and the explanation comes back in writing in that same conversation. The form on our contact page opens the same chat for you.