Use the 24-hour trial first
The trial is the main compatibility check for your device, player, network and required categories. Customers should use it before choosing a long plan whenever available.
Potentially eligible situations
A refund can be considered when a newly paid account cannot be activated or a material service-access problem is verified, reported promptly and cannot be reasonably resolved after the customer follows relevant troubleshooting. Eligibility depends on the order, timing, evidence and applicable consumer law.
Situations normally excluded
- changing your mind after activation when the service works as described;
- missing a particular channel, event or title that was not specifically guaranteed;
- local device, app, codec, Wi-Fi, ISP, VPN or router problems;
- using an unsupported player or modified application;
- account sharing, excessive connections, credential exposure or prohibited use;
- temporary source issues, maintenance or catalog changes;
- failure to provide enough information to investigate;
- third-party player-license or device costs.
How to request review
Email support@hellosky.tv with the order reference, purchase date, affected account identifier, device, player, connection type, exact error, time of occurrence and troubleshooting already completed. Do not email unrelated passwords or full payment-card details.
Troubleshooting and evidence
Support may ask you to verify credentials, restart the player and router, test another supported stream, use Ethernet or strong Wi-Fi, update the app or try a recommended compatible player. These checks help separate account problems from device or network causes.
Reseller credits
Wholesale credit purchases have separate business terms and can be non-refundable after panel delivery or credit use. Confirm the minimum order, credit mapping, expiry and unused-balance treatment in writing before payment.
Approved refunds
When approved, a refund is returned through an available appropriate method. Bank, wallet or processor posting time is outside Hello Sky's direct control. Currency-conversion or third-party fees may not be recoverable.
Consumer rights
This policy does not remove non-waivable rights that apply under the law governing your purchase. Fraudulent, abusive or duplicate claims can be rejected.