1. Overview
We want every customer to be happy with 4K Vault. This policy explains when refunds are available, how to request one, and what to expect. It works together with our Terms of Service; if anything here conflicts with statutory rights you have under UK law, your statutory rights win.
2. The Digital Nature of Our Service
4K Vault subscriptions are digital services: login credentials are delivered almost immediately after payment and can be used straight away. Because access is consumed digitally, activated subscriptions are generally non-refundable once the service is working on your device. The exceptions below are where we put things right.
3. When You Can Get a Refund
We will refund (fully or partially, depending on usage) in these situations:
- Service doesn't work for you: if the service fails to work on your device and our support team cannot resolve the issue within the first 48 hours of activation, you're entitled to a full refund of that subscription period.
- Extended outage: if the service is unavailable for more than 72 consecutive hours due to a fault on our side, we'll offer a pro-rated refund or equivalent account credit for the lost time.
- Duplicate or incorrect payment: if you were charged twice or paid the wrong amount by mistake, the duplicate/difference is refunded in full.
- Payment made but credentials never delivered: if we fail to deliver your login credentials within 24 hours of payment confirmation, you're entitled to a full refund.
4. What's Not Covered
- Change of mind after credentials have been delivered and the service works
- Issues caused by your own setup: insufficient internet speed (below 10 Mbps), ISP throttling or blocking, device incompatibility, or VPN/router configuration
- Channel line-up, VOD catalogue or feature changes over time (see Section 6 of our Terms)
- Accounts suspended or terminated for breaching our Terms of Service (e.g. sharing or reselling credentials)
- Partial-period refunds for plans you stop using partway through
5. How to Request a Refund
Message us on WhatsApp or via our contact page with:
- The name and WhatsApp number you used when ordering
- Your plan (1, 6 or 12 months) and approximate purchase date
- A short description of the issue (screenshots help us resolve things faster)
Please give our support team the chance to fix technical issues first — most problems are solved within minutes, and often it's a quick settings change on your device.
6. Processing Times
We review every refund request within 48 hours. Approved refunds are sent back to your original payment method and typically arrive within 5–10 business days, depending on your bank or payment provider.
7. Chargebacks
Please contact us before opening a dispute with your bank or payment provider — we resolve legitimate issues faster than any chargeback process. Unwarranted chargebacks may result in suspension of the associated account and affect future purchases.
8. Your Statutory Rights
Nothing in this policy limits your statutory rights, including those under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. By asking for immediate delivery of your digital credentials at purchase, you acknowledge that the usual 14-day cancellation right is lost once the digital service has been fully supplied with your consent.
9. Questions
Not sure whether your situation qualifies? Just ask — message us any time via our contact page. We're available 24/7.