The promise
Ask within 7 days of activation. If SWIVTV cannot be made to run on your device and support is unable to fix it, the whole amount comes back to you. This applies to every plan length and to every tier, from one room to five.
What qualifies
Live channels that stay black or show an error on a supported device, even with the setup guide followed step by step and the problem worked through with support.
Buffering that keeps coming back even after support has tried a different server and changed the player or decoder settings.
A channel missing from your line-up that was listed on the channel list page on the day you bought.
What does not qualify
Losing interest after the service has worked as it should, or claiming once day 7 has passed.
Problems rooted in your own internet connection, in blocking by the broadband company, or in hardware outside the supported list. Support still helps where it can; testing a screen before paying is exactly what the free trial is for.
An account closed because the acceptable-use rules in the terms were broken.
If you bought it for someone else
When a plan for a parent, partner or relative does not work, the claim comes from you, since the order and the payment came from your chat. It helps to let support talk to whoever is at the television as well: a fault is usually quicker to trace with someone standing in front of the screen.
How to claim
Send a message on WhatsApp with the username and a short description of the fault. Support is given the chance to fix it first, which is part of how the guarantee works.
When support cannot fix it, you are refunded in full within 5 business days, by the same route you used to pay.
Paying again later
Only the first purchase is covered. Renewing an account that already works is not refundable: by that point it has proved it runs on that screen.
Unsure what a line on this page means? Message +212 663 813 479 on WhatsApp or use the contact page, whether you pay for the plan or simply watch on it.