Refunds
Updated: 12 Nov 2024
At IPTV UK, we believe in the quality of our products and services. Our primary goal is your satisfaction, and we work diligently every day to ensure a seamless experience.
However, we understand that issues may arise, and we are committed to resolving them with transparency and fairness. Below is our refund policy.
1. Eligibility for Refund
1.1 Full Refund:
If you are not satisfied with your purchase or encounter an issue that renders the system unusable, and we are unable to resolve it within 48 hours, we will gladly issue a refund.
Refund requests can be made within 72 hours of the purchase date. Requests made after 72 hours will not be eligible for a refund.
1.2 Partial Refunds:
Refund requests made after the initial 72-hour period but during the active subscription period may be partially refunded based on the subscription time used. Our support team will contact you to resolve any refund request.
1.3 Refund Timeframe:
Refunds will be processed within 20 to 90 business days, depending on the payment processor. We strive to initiate refunds as quickly as possible after receiving and verifying the request, but delays outside of our control may occur due to payment processing timelines.
2. How to Request a Refund
To request a refund, follow these steps:
- Include your order ID in the subject line with the title: “Refund Request.”
- Describe the issues you are experiencing and provide a reason for the refund request.
- In some cases, we may request additional information or evidence to better understand the issue.
- You will receive a response explaining our findings and decision regarding the refund request, ensuring full transparency.
Send your refund request via contact page or Whatsapp.
3. Conditions for Refunds
3.1 Technical Support Requirement:
Refunds for technical issues will only be processed if you allow us to properly assist in resolving the problem. If we cannot resolve your issue within 48 hours of receiving the support request, a refund will be provided.
3.2 72-Hour Refund Period:
Refund requests must be submitted within 72 hours of purchase. After this period, refunds will not be issued unless the service is unusable for more than 48 hours due to issues caused by us.
3.3 Credit Card Refunds:
Refunds for credit card payments are typically processed and credited to your account within 20 to 31 business days. In some cases, processing may take up to 90 days. IPTV UK is not responsible for delays caused by third-party payment processors.
4. Refund Exceptions
Refunds or partial refunds will not be issued in the following situations:
- User Setup Issues:
If the user cannot configure their device, box, or system, we provide the best possible support. However, we cannot issue refunds for setup issues as we are not responsible for external hardware or devices beyond predefined setup steps. - Temporary Channel Issues:
Certain channels may occasionally experience freezing, buffering, or downtime. These issues are generally temporary and may be caused by factors such as:- Fluctuations in the customer’s internet.
- Customer device or setup issues.
- Problems with the customer’s Internet Service Provider (ISP).
- Temporary issues with our servers.
- Change of Mind:
Refunds will not be issued if the customer changes their mind after purchase or decides to cancel without any technical issues with the service.
5. Compensation for Prolonged Interruptions
If you are unable to access your IPTV UK subscription for more than 48 hours due to an issue caused by us, we will refund the full package price or extend your subscription to compensate for the lost time. Additionally, we may offer a bonus as compensation for the inconvenience, negotiated on a case-by-case basis.
6. Contact Information
If you have any questions about our refund policy or need assistance, please contact us.
