This page is the only place our refund rules are set. If a different refund promise appears anywhere else, including on other websites with a similar name, this page is the one that applies to your account here.
Refund window and eligibility
You can ask for a refund within 7 days (calendar days) of the date your pack is first activated, provided the conditions below are met.
Conditions
To be considered, a refund request must meet all of the following:
- It reaches us within 7 calendar days of the date your pack was first activated.
- It includes valid purchase details: your order number (the payment reference in Transactions) and the email address on your account.
- It relates to an eligible paid pack.
- If you're reporting a service or technical problem, it explains the problem clearly so our support team can review it.
Exceptions
To the extent permitted by applicable law, refunds are not given in these cases:
- Free or trial access: free subscriptions, promotional access and trial packs are not eligible for refunds.
- Breach of our terms: accounts suspended or terminated for fraud, misuse, unauthorized sharing or other breaches of our Terms and Conditions are not eligible, where the law allows.
- Late requests: requests made more than 7 calendar days after first activation fall outside this policy.
- False information: requests that use deliberately false or misleading purchase details may be rejected.
- Problems on your side: issues caused by an unsupported device, incompatible software or your internet connection are not automatically grounds for a refund. Check supported devices before you buy.
How to request a refund
- Open a support ticket from your dashboard with the subject “Refund request”, within the refund window.
- Include the email on your account, your order number (the payment reference shown in Transactions) and the date your pack was activated.
- Tell us briefly why you're asking. If something isn't working, we may first offer to fix it.
What happens next
We review each request individually, reply with our decision in the same ticket and notify you when we do. If the refund is approved, the pack it covers is deactivated and the refund is recorded in your Transactions.
How refunds are paid
Approved refunds go back through the method you paid with wherever possible. Processing times depend on that payment provider or your bank, and we'll tell you in the ticket what to expect.
Cancelling a pack
Packs are one-time payments and never renew, so there is nothing to cancel to avoid future charges. Your access ends on the date shown in Plans & Billing.
Payment problems
- Charged twice or the wrong amount: open a ticket with both payment references and we'll investigate and correct it.
- Paid but not activated: send the payment reference in your activation ticket. We'll check and activate the pack or explain what's missing.
- A payment you don't recognise: contact us before disputing it with your bank, so we can check it quickly.
Questions
Write to support@apollogroupr.tv or use the contact page. Pack prices and lengths are on the Plans page.
This page is general information about how our service works and is not legal advice.