The guarantee in short
When SyntraTV does not play properly on your devices and our support team cannot fix it, you get the full amount back as long as you ask within 7 days of activation. Any plan length and any number of screens count, provided it is your first order. Testing on your own TV with the free trial first makes a claim far less likely.
Why it exists
A good TV guide and a long channel list mean nothing if the service does not run in your living room. If setup fails, the guarantee means we carry that loss rather than your household. Along with a trial that needs no card and plans that never renew on their own, it keeps you from paying for something your household cannot use.
When you qualify
Nothing will play, live or on demand, on a device we support, although you followed the setup guide and tried the fixes support suggested.
Buffering continues after support has switched your server and changed the player or decoder settings with you.
A channel listed on our site on the day you ordered will not play on your account.
When you do not qualify
You simply changed your mind while the service works as described, or you get in touch after the 7-day window.
A program has no 4K version, or your TV, device or connection cannot show the higher level. The trial is there so you can check this before buying.
Catch-up is offered on a particular channel only for a short time, or not at all. Catch-up availability and replay length vary by channel, and on their own they are not grounds for a refund. The catch-up guide explains how it works.
The cause sits outside our service: your own broadband, blocking by your internet company, or hardware missing from our supported list. We still do our best to help.
The account was shut after its login was posted publicly or sold on against our terms.
Making a claim
Send your username and a short note on the problem to +44 7451 256085 on WhatsApp. We only handle refund claims there, because we do not publish an email address.
Give support a chance to fix things first, since most issues are solved in one chat. If the problem stays, we send the refund to the original payment method within 5 business days.
Later orders
Only the first order carries the guarantee. By the time you order again, the service has already worked on your screens, so later orders are not refundable. Plans never renew automatically, which means a new order only happens when you choose it, at the rates on our pricing page. For anything else, see the terms of service.
Something unclear in this policy? Ask SyntraTV on WhatsApp +44 7451 256085 or go through our contact page.