Refunds and support

Draft: this text contains highlighted items that the service owner or their counsel must complete. It has not been validated and must not be published as it stands.

Effective date: [TO COMPLETE: date]

This page says what to do when something goes wrong with a payment, an access period or a channel, how to reach support, and when a payment is refunded.

Reaching support

Support answers on WhatsApp: Write to support on WhatsApp. [TO COMPLETE: support hours and usual reply time]

So that support can help you quickly, give:

• the email address of your account;
• the Mobile Money number you used to pay;
• the reference of the payment concerned: it is in the payment history of "My account".

Never share your password or your recovery code: support does not ask you for them.

I paid but I have no access

1. Wait a few minutes and open "My account": the service itself checks the payment status with our payment provider. Access is granted as soon as the payment is confirmed.
2. Do not pay a second time while a payment is pending: only one payment can be pending at a time, and a new request takes you back to the payment in progress.
3. If your operator confirms the payment late, after its waiting time has expired, access is still granted automatically, once only.
4. If access is still not there after [TO COMPLETE: how long to wait before contacting support], write to support with the payment reference.

My access is active but a channel does not work

A channel can be briefly unavailable (its source is not answering, or the number of channels that can be watched at the same time has been reached). Try another channel or another version of the same broadcast, then try again later.

The access period keeps running during an outage (except during a free-access period, when paid time is paused). [TO COMPLETE: what the publisher offers after a long outage (extension, credit, refund)]

Refunds

[TO COMPLETE: cases in which a payment is refunded (for example a double charge, a payment charged without access, a long outage of the service)]

[TO COMPLETE: cases in which no refund is given (for example an access period that has already started)]

[TO COMPLETE: refund time and method (same Mobile Money number, another method), refund currency (the payment's currency) and any operator fees]

A free-access period gives no right to a refund: paid time is not used up during the period.

The price for each country is shown on the payment page before every payment.

How to ask

1. Write to support: Write to support on WhatsApp.
2. Give the three pieces of information listed above.
3. Support checks the payment with the payment provider, then replies. [TO COMPLETE: time to process a refund request]

Account recovery

• Forgotten password, recovery code at hand: use the "Recover my account" page with your email and your code; you receive a new code and all your devices are signed out.
• Password and code both lost: support can help, but only if you have already paid. It checks the payment reference and the number used, then gives you a single-use link that is valid for a short time.
• An account that never paid cannot be recovered by support: you can create a new one.