Confirmed request deadline
The customer must submit the request within seven calendar days of the initial purchase. Requests received later fall outside the stated window.
What to include
- Order reference
- Purchasing email
- Plan and connection count
- Reason for the request
- Relevant support history
Technical issues
A support process should distinguish account problems from unsupported devices, home-network conditions, third-party player fees, and violations of connection limits.
No hidden contradiction
The checkout, FAQ, terms, plan cards, and support responses must all use the same refund rules.