Purchases the guarantee covers
It covers a first purchase of Vizwriting at any length, 1, 3, 6 or 12 months, and at any number of connections. It does not cover the renewal of a login that has already worked for you, because by then you have seen the service run on your own screens.
Counting the 7 days
The clock starts when your login is activated, meaning the moment it first works, not when you first message us or when you pay. Activation normally follows payment in under 15 minutes. A login activated on a Monday evening can be claimed on until the same time the following Monday; a fault first reported after that is outside the guarantee.
Faults that qualify
No picture. Nothing will play on a supported device, although you followed the matching setup guide and went through the fault with support.
Buffering support cannot cure. Playback keeps stalling, and neither another server nor different player or decoder settings puts an end to it.
A listed channel is absent. A channel is missing from your login although the Vizwriting channel list showed it on the day you paid. If you bought a plan for one particular news or factual channel, this is the case that protects you.
Requests that do not qualify
A change of mind once everything has played properly; a claim first made after the 7 days; trouble caused by your own internet connection or by a device none of the guides cover; and a login closed for breaking the Vizwriting terms and conditions. Support will still help with connection and device trouble, and the trial exists so that both can be ruled out before you pay.
Making a claim on WhatsApp
Open the chat with +212 606 968 901. Include the username, which device and which player app you are on, and what appears on screen; a photo of any error message saves a round of questions.
Support then works through the fault with you in the same conversation. Most faults have ordinary causes, such as a mistyped server URL, one setting in the player or weak Wi-Fi at the television, and the page on fixes for when Vizwriting is not working lists them if you would like to try first.
Three ways a claim ends
Fixed. The cause is found and the plan carries on to the end of its term. Nothing more is needed from you.
Refunded. The fault cannot be fixed. The refund is confirmed in the chat, the login is closed and the full amount is returned to the original payment method; allow up to 5 business days from that confirmation.
Declined. The request falls outside the conditions above. You are told which condition in the chat, and the plan runs on to its end date.
Checking before you pay anything
The claim least likely to be needed is the one made after a trial. The Vizwriting free trial gives you 24 hours on your own television and connection with no card: open the channels you came for, catch an evening bulletin, start a documentary from the on-demand library, and watch at the hour you normally would.
Nothing to cancel
No plan renews on its own and no card details are stored, which means no charge can turn up later that you would need to stop or contest. At the end of the term the login simply goes quiet until you buy again.
If a clause on this page needs explaining, ask Vizwriting directly on WhatsApp at +212 606 968 901 at any hour, or write it in the form on the Vizwriting contact page.