Refund Policy

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7-Day Money-Back Guarantee

Every paid Standard and Premium IPTV subscription includes a 7-day money-back guarantee.

The guarantee period begins when the paid subscription is activated and the access credentials are delivered to the customer.

This guarantee is separate from the free 24-hour trial.

Before Purchasing

Customers are encouraged to use the 24-hour free trial to test:

  • Device and player compatibility.
  • Performance on their own internet connection.
  • The programme guide.
  • The channels and content important to them.
  • Streaming during the hours they normally watch.

A trial is an evaluation tool and does not automatically become a paid plan.

When a Refund May Be Requested

A customer may request a refund within seven days of paid-plan activation when:

  • The purchased subscription was not delivered.
  • Supplied credentials do not work and support cannot correct the problem.
  • A material service problem prevents normal use and support cannot provide a working resolution.
  • The customer was charged incorrectly or more than once.
  • A refund is otherwise required by applicable law.

A request must include enough order and technical information for the purchase and reported issue to be identified.

Support and Troubleshooting

Before deciding a technical refund request, support may ask the customer to complete reasonable troubleshooting, such as:

  • Confirming the credentials were entered correctly.
  • Restarting the player and device.
  • Testing another supported player or network configuration.
  • Confirming the selected simultaneous-connection limit has not been exceeded.
  • Providing an error message, screenshot or device details.

Troubleshooting will remain proportionate and will not be used simply to delay a valid request beyond the guarantee period. A request received within seven days remains timely while support investigates it.

Situations That May Not Qualify

Subject to applicable law, the guarantee may not apply when the service was delivered and the issue results solely from:

  • An unsupported or incompatible device or third-party player.
  • The customer’s internet connection, local network, VPN, proxy or hardware.
  • Incorrect credentials entered by the customer after correct credentials were supplied.
  • Exceeding the purchased number of simultaneous connections.
  • Credential sharing, resale, unauthorised redistribution or another material violation of the Terms.
  • A change to one individual channel, programme, event or title where the service otherwise remains functional.
  • A request submitted after the 7-day guarantee period.
  • Repeated purchase-and-refund activity that reasonably indicates abuse.

These limitations do not remove any refund right required by applicable law.

Change of Mind

A change-of-mind request submitted within the 7-day period will be reviewed under the guarantee and applicable consumer-protection requirements.

Renewals and Expiry

Plans never renew automatically. They are prepaid and expire at the end of the selected term unless the customer chooses to purchase another subscription.

Because there is no automatic renewal, no cancellation is required to prevent a future renewal charge.

How to Request a Refund

Refund requests are submitted through our contact and support page.

Required information may include:

  • Customer name.
  • Order number.
  • Email address used for the order.
  • Device and player used.
  • Description of the issue.
  • Troubleshooting already attempted.

Chargebacks

We encourage customers to contact support first so we have an opportunity to investigate and resolve the issue. This does not limit any right a customer has through their payment provider or under applicable law.

Refund questions may be submitted through our contact and support page.

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