Overview
This Refund Policy explains when and how you can request a refund for a Fos TV subscription. We built it around two principles: test before you pay, and pay only for what works. The first is supported by our 24-Hour Free Trial, which lets you stream the full Fos TV catalogue on your own devices with zero financial commitment. The second is a focused, time-limited money-back guarantee for unresolved technical issues caused by our infrastructure.
By purchasing a Fos TV subscription you agree to the terms below. This policy works alongside our Terms of Service and Privacy Policy.
24-Hour Free Trial First
Before subscribing, we strongly encourage every visitor to activate the 24-Hour Free Trial. The trial is the most accurate way to confirm that Fos TV works on your devices, in your region, with your internet speed, and with the specific channels you care about. No card is required, and there is no automatic conversion to a paid plan.
Because the trial gives you everything you need to evaluate the service in advance, the post-purchase refund window is intentionally narrow. We assume that anyone who proceeds to a paid plan has already confirmed compatibility, channel selection, and stream quality during the trial.
Refund Window (Within 24 Hours of Purchase)
Refund requests must be submitted within 24 hours of the original purchase timestamp shown on your order confirmation email. Any request received after this 24-hour window has elapsed will not be eligible for a refund, regardless of the reason cited. We enforce this deadline consistently to keep the policy fair, predictable, and abuse-resistant.
The 24-hour window applies only to the very first purchase on an account. Renewals, upgrades, plan changes, and additional connections are non-refundable once processed, since at that point you have already had access to the service and are choosing to continue.
Eligible Reasons
Refunds within the 24-hour window are granted for unresolved technical issues on our end. This means problems caused by our streaming infrastructure that our support team cannot fix during a reasonable troubleshooting attempt. Examples include:
- Persistent server-side buffering or stream failure across multiple devices and networks.
- A documented outage of the Fos TV backend during your first 24 hours of access.
- Account activation failures that our team cannot resolve after good-faith troubleshooting.
- Severe and consistent stream quality issues confirmed not to be caused by your local network, ISP throttling, or device hardware.
We will always attempt to resolve the issue first. If our team cannot deliver a working service within the 24-hour window, you are entitled to a full refund.
Non-Refundable Cases
The following situations are not eligible for a refund:
- Change of mind after 24 hours. Once the 24-hour window has closed, subscriptions are final, even if the service has not been actively used.
- Account sharing violations. Sharing credentials beyond your plan's connection limit, reselling access, or using the account on more devices than purchased voids refund eligibility immediately.
- Region misrepresentation. Providing false location information to obtain channels or pricing not intended for your country, or to bypass licensing restrictions, voids refund eligibility.
- Local issues outside our control. Slow or unstable home internet, ISP throttling, VPN interference, outdated hardware, or unsupported devices are not refundable, since these are not caused by Fos TV.
- Refusal to troubleshoot. If you decline to provide reasonable diagnostic information (device model, error message, screenshots, speed test, sample stream) requested by our support team, we cannot confirm a service-side fault and the refund will be declined.
- Promotional, discounted, lifetime, or bundle plans where a non-refundable condition is clearly disclosed at checkout.
- Chargebacks initiated before contacting support. See the Chargebacks section below.
How to Request a Refund
To request a refund within the 24-hour window, email help@catchontv1.email from the email address used at checkout. Please include:
- Your order ID (from your confirmation email).
- The email address used to purchase.
- A short description of the issue, the device(s) affected, and any error messages.
- Approximate times you experienced the problem so we can match it to our infrastructure logs.
Our team will reply, attempt a final troubleshooting pass if appropriate, and confirm in writing whether your refund has been approved. Do not open multiple tickets for the same issue — it only delays resolution.
Processing Time
Once a refund is approved, funds are returned to the original payment method used at checkout. Processing typically takes 3–7 business days from approval, depending on your bank, card issuer, or payment provider. We cannot speed up your bank's internal clearing time. If 7 business days have passed and you still do not see the refund, contact us with a screenshot of your statement and we will provide the transaction reference for your bank to trace.
Chargebacks
If you experience an issue with Fos TV, please contact help@catchontv1.email before disputing the charge with your bank or card issuer. Filing a chargeback without first contacting support, or after a refund request has already been declined under this policy, will result in immediate suspension of your Fos TV account and a permanent ban of the payment instrument and associated email. We document every order with timestamps, IP, device fingerprints, and access logs, and we respond to chargeback claims with this evidence.
Once a chargeback has been filed, we will no longer offer a refund through this policy — the dispute must run its course through your payment provider.
Contact
Questions about this Refund Policy or an existing refund request can be sent to help@catchontv1.email. You can also reach us through our contact page. We reply to refund-related emails within one business day.
This policy may be updated from time to time to reflect changes in our service or in payment-provider requirements. The "Last updated" date at the top of this page always reflects the current version.