Refund policy

When our IPTV refund policy applies

• The service does not work on your device and we cannot fix it
• The local channels we confirmed for your market turn out not to be carried
• Sustained outages on our side that we cannot resolve by rerouting you
• You were charged in error or charged twice

When we will not

• The problem is your internet connection and troubleshooting confirms it
• A single channel is missing that was never confirmed as carried
• The subscription period has largely been used
• Credentials were shared and the account tripped the connection limit

We list these because a policy that only describes the good cases is not a policy.

How to request one

1. Message us on WhatsApp with the email your subscription is under
2. Describe what is wrong and what you have already tried
3. Give us one chance to fix it — usually a server reroute
4. If that does not work, we process the refund

Timing

US consumers have separate rights under FTC rules that this policy does not replace. We confirm the decision quickly. How long the money takes to reach you depends on the payment method rather than on us, and is typically a few working days.

What to do before asking for a refund

Most refund requests we see come from problems with a five-minute fix. Before you write to us, try these in order — each one resolves a large share of cases on its own.

1. Switch to 5 GHz Wi-Fi or plug in ethernet. Evening buffering is a connection problem far more often than a server one.
2. Restart the device. Fire OS in particular leaks memory over a few days and stutters as a result.
3. Switch your player to the hardware decoder. See the Smarters guide or the TiVimate guide for where that setting lives.
4. Check whether it is one channel or all of them. One channel is a routing problem we can fix in minutes; all of them points at the line or the device.

If none of that helps, message us with what you tried and we will either fix it or process the refund. Knowing what you have already ruled out makes both outcomes faster.

Refunds and the trial

The cleanest way to never need this page is to use the free trial first. Real credentials, your own player, one busy evening — that answers almost every question a refund request would otherwise raise. Our pricing is published in full so there are no surprises at checkout either.

Why we ask to fix it before refunding

Most refund requests come from problems with a five-minute solution — a wrong decoder setting, 2.4 GHz Wi-Fi, or a bad route to one server. Trying that first is not a delaying tactic; it is usually faster than a refund and leaves you with a service that works.