Refund Policy
We aim to provide a stable, high-quality service with fast support. If you experience a problem, our team will first troubleshoot and help you fix it. If we cannot resolve the issue within the eligible period and conditions below, you may request a refund.
1) Eligibility Window
Refund requests must be submitted within the eligible window after activation (the “Eligibility Window”). The Eligibility Window may vary depending on the subscription plan and circumstances.
2) Support & Troubleshooting Requirement
Before a refund is considered, you must contact support and allow reasonable troubleshooting steps, such as:
- Confirming device type and IPTV player/app
- Checking network stability (Wi-Fi vs Ethernet)
- Verifying login details and playlist refresh
- Testing different channels/categories to isolate the issue
- Adjusting player settings (decoder, buffer, etc.)
3) When Refunds May Be Approved
Refunds may be approved if, within the Eligibility Window:
- The service cannot be activated after verification and support assistance.
- A verified technical issue prevents normal usage and our team cannot fix it in a reasonable time.
- Account access remains unavailable due to confirmed server-side problems.
4) When Refunds Are Not Typically Approved
Refunds are not typically approved in cases such as:
- Incorrect device/app usage after support provided clear instructions.
- Customer network issues (slow internet, poor Wi-Fi signal, router problems, ISP restrictions).
- Device limitations (old/weak hardware that cannot decode streams smoothly).
- Failure to contact support first or refusal to follow troubleshooting steps.
- Issues limited to a small number of channels that are being actively maintained/updated.
5) How to Request a Refund
Send a refund request with the following information:
- Your name and the email used for the order
- Order date and selected plan duration
- Description of the issue (include screenshots if possible)
- Steps already tried (restarts, app settings, internet test, etc.)
6) Refund Processing Time
If approved, refunds are processed within a reasonable timeframe. The exact timing depends on the payment method and the payment provider’s processing schedule.
7) Policy Updates
We may update this policy to reflect improvements to our service, support operations, or legal requirements. Any updates will be posted on this page.