When a refund applies, when it does not, and how to ask for one. Last reviewed August 2026.
Seven days from the moment your line is activated. Inside that window, if the service does not work acceptably on your connection and we cannot fix it, the term is refunded in full to the method that paid for it.
We would much rather you never needed this clause, which is why the free trial runs a full day and asks for no card. Using it first is the single best way to avoid a refund conversation entirely.
Before a refund is processed we will ask you to run the checks on the status page. This is not a delaying tactic: the large majority of "it does not work" reports turn out to be a mistyped server address, a device on a congested 2.4 GHz band, or a player app in the wrong login mode, and all three are fixed in minutes.
If those checks pass and the service still will not hold, the refund is issued without further argument.
After the seven-day window has closed. Where the line has been shared beyond the household or used for redistribution. Where the failure is demonstrably your own connection — a line that cannot sustain 10 Mbps cannot carry HD television from anybody. And where a specific channel has been dropped by its broadcaster, since the line-up as a whole is what was sold.
Email help@lemotv.online from the address the order was placed with, say what happens and on what device, and note which of the status-page checks you have already run. Approved refunds are submitted within one working day.
The money then takes as long as the card network takes — commonly three to five working days, occasionally up to ten. That part is outside our control and we will not pretend otherwise.
Please write to us before raising a chargeback. A chargeback suspends the line immediately and costs both sides a fee, and every case we have seen would have been resolved faster by email.
