What does the guarantee promise?
Every cent back, if the plan you paid for refuses to run on your equipment and the help desk fails to fix it, as long as you report the fault inside 7 days of activation. Every plan length, from one month to twelve, and every connection count is covered.
When do the 7 days start?
At activation, meaning the moment your login goes live, which normally happens in under 15 minutes once payment is confirmed. The first message and the payment itself do not start the count. A problem raised on day 7 is in time; one raised on day 8 is not.
Is there a way to check before paying at all?
Yes, and it is the better route. The Nartiel8k free trial lasts 24 hours on your own television and your own connection, and costs nothing. Open the channels you care about, start a movie from the library on the big screen and watch at the hour you usually would. By the end you will know whether the service suits your room, and the guarantee may never come into it.
Which problems qualify?
Three situations are covered:
Nothing plays. Streams refuse to start on a supported device, although its guide was followed step by step and the fault was taken through with support.
Buffering that keeps returning. The picture keeps stalling, and neither a switch of server nor a change to the player or decoder settings stops it.
A listed channel is missing. Something shown on the Nartiel8k channel list when you paid does not appear in your login.
Which requests are turned down?
Deciding you no longer want it once everything has played properly, and any request that arrives after the window closes.
Problems rooted in your home internet connection, or in a device the setup guides do not cover. We still help with those, and the free trial exists precisely so you can rule them out before paying.
Accounts closed for breaking the usage rules in the Nartiel8k terms of service.
Why does support try to fix it first?
Because most faults have an ordinary cause: a mistyped server address, one wrong setting in the player, a weak Wi-Fi link to the television. The guarantee pays out when the service itself cannot be made to work for you, so support needs a fair chance to find the cause before a refund is decided.
How do I claim?
Open a WhatsApp chat with us on +212 663 813 479. Give your username, the device and player you use and what appears on screen; an error message or a photo of the screen helps. Support works through it with you in the same chat, and if the fault cannot be fixed, the refund is confirmed there.
How does the money come back?
It is returned through the same payment method you paid with, within 5 business days once the refund has been confirmed.
Does a renewal carry the guarantee?
No. The guarantee belongs to your first purchase. Paying again for a login with a working track record is final: you have already watched it perform on your own screens.
Is there anything to cancel?
No. Plans never renew on their own and no card is kept on file, so there is never a later charge to stop or dispute. When a term ends, access stops until you decide to buy another.
Something on this page unclear, or not covered? Ask in the WhatsApp chat at +212 663 813 479, staffed 24/7, or start from the Nartiel8k contact page.