Legal
How refund and adjustment requests are handled for a prepaid digital subscription — what is covered, what is not, and exactly what to send us.
The short version. Use the free trial first — it is the whole reason it exists. If something goes wrong after you have paid, message us promptly on the same WhatsApp thread you ordered on and let us try to fix it. Requests are assessed individually and in good faith, with the aim of getting you a working service rather than winning an argument.
We do not publish a fixed number of days here, because we would rather look at what actually happened than hide behind a deadline. Contact us as soon as you notice a problem — the sooner you do, the more we can do.
Every page on this site puts the free 24-hour trial ahead of the prices, and it requires no payment card. It uses the same credentials system as a paid plan, so it is a genuine test rather than a demonstration.
The trial is the correct place to establish whether the service carries the channels and content you want, whether it works on your device and player app, and whether it performs acceptably on your connection at the time of day you normally watch. Those are the questions a refund cannot answer retrospectively, and they are the reason most refund conversations happen.
If the trial does not satisfy you, please do not buy. We would far rather lose the sale.
This is a digital service. Delivery happens when your credentials are issued and the subscription is activated, which is normally within minutes of a completed payment. From that moment the service has been supplied and is available for you to use.
That does not remove your rights — see section 12 — but it does mean a request is assessed on what actually went wrong rather than treated as an automatic return of an unopened box.
Promptly. Message us as soon as you notice a problem, ideally within the first days of the subscription and while it is still happening. The WhatsApp thread you ordered on is the fastest route, and it already contains what you bought.
There are practical reasons for this rather than bureaucratic ones: a fault that is still occurring can be observed and diagnosed; logs and delivery records are easiest to check while recent; and a problem raised on day two of a twelve-month term is a very different conversation from the same problem raised in month eleven, after the service has been used throughout.
We do not operate a fixed cut-off after which we stop reading emails. We do weigh how promptly you told us, how much of the term you used, and whether you gave us the chance to fix it.
These are the cases where you should expect a resolution — a repair, a replacement, additional time or connections, or a refund, depending on what happened:
In the first three cases the usual outcome is that we simply supply what you paid for. Where that is not possible or not what you want, we will discuss a refund.
Being clear about this now is fairer than being clear about it after you have paid:
None of this is applied mechanically. If your circumstances are genuinely unusual, tell us and we will look at them.
Most reported faults turn out to be fixable in a few messages, and a working subscription is a better outcome for you than a refund. So the first step in every request is a conversation, not a form.
Before you write, three checks solve a surprising share of problems and give us far more to work with if they do not:
If we cannot resolve it within a reasonable time, we move on to remedies without you having to escalate or repeat yourself.
If the plan you asked for was the wrong one — the wrong number of months, or too few or too many connections — tell us straight away and do not place a second order to compensate.
Telling us promptly usually lets us correct the subscription or arrange an adjustment. Buying a second plan on top of the first almost always makes the situation harder to unwind and can leave you paying for two overlapping subscriptions. One message first saves that.
No refund or adjustment is due where an account has been suspended or terminated for breaching the acceptable-use terms — sharing or reselling credentials, restreaming or recording content, commercial or shared-premises use, or attempting to circumvent the connection limit.
We also reserve the right to decline requests that form a pattern of repeatedly buying and reclaiming subscriptions, or that are made in bad faith. This is not aimed at customers with a genuine problem, and it will never be used as an excuse to avoid a legitimate case.
Message us on WhatsApp at +212 635 415383, or email support@iptv-service.org with “Refund request” in the subject line. Either way, include:
We will acknowledge your message, tell you what we need next if anything is missing, and give you a clear answer with the reason for it. If we decline a request we will say why in plain terms rather than quoting a clause number at you.
Where a refund is agreed, it is returned by the same route the original payment took, and to the person who made it. We cannot refund to a different card, account or person. If the original method cannot accept a refund, we will tell you and agree an alternative with you in writing before doing anything.
Refunds are made in US dollars, the currency of the original charge. If your card is in another currency, the amount that lands in your account depends on your bank’s exchange rate on the day it processes the refund, and any foreign-transaction fee your bank charged originally may not be returned by them. That is a matter between you and your bank; it is not something we can adjust.
How long the money takes to appear is set by the payment provider and your bank, not by us, so we will not quote you a number of days we cannot control. We will confirm the date the refund was submitted, which is what your bank will ask for.
If you think something has gone wrong, please contact us before raising a chargeback with your bank. A chargeback freezes the transaction, usually takes far longer to resolve than a message, and often ends with a worse outcome for you than a direct conversation would have.
Accounts subject to an open chargeback may be suspended until it is resolved, as set out in the terms. If you have already raised one, tell us — we would still rather sort out the underlying problem.
This policy does not limit your legal rights as a consumer. If the law where you live gives you rights that cannot be excluded by agreement — for example a right to a remedy where a digital service is not as described, is not of satisfactory quality, or is not fit for a purpose you made known — those rights apply in full and in addition to everything above.
Where this policy and a mandatory consumer-protection rule in your country, state or province disagree, the law wins. Nothing here requires you to give up a remedy the law gives you, and nothing here is intended to discourage you from using it.
Refund and adjustment requests: WhatsApp +212 635 415383 or support@iptv-service.org.
Questions about a charge or a receipt are answered fastest on the WhatsApp thread you ordered on, because the plan, the amount and the date we confirmed are already in it.
See also: terms and conditions · privacy policy · how the service works.