Refund policy

The whole policy, compressed into a paragraph

Three facts settle whether this purchase suits your house, and all three sit on the site while your money is still your own. What your line has to manage — roughly 15 Mbps at the television for steady HD, 25 Mbps upward for Ultra HD — is written on the setup page instead of being kept back for a support ticket. What you hand over is printed on the pricing page, and the identical number is what you are quoted twelve months later. What you receive is broken out category by category on the channel list.

A refund always arrives too late to answer the question that actually matters beforehand: will the thing run where you live? Measure the line against that speed figure, get the channels you care about confirmed in a message, and you are paying for something already proven to you. Come up short of the figure and you know it while nothing has been spent, which is the cheaper way round to find out.

What qualifies for money back

Paid already, and one of these four is your situation? Send a message and it gets put right.

• Nothing arrived. No login reached you, or the one that did refuses to sign in and we cannot get it to.
• The charge is wrong. One order was billed twice, or the sum taken is not the sum the plan carries.
• The plan is wrong — fewer screens than you paid for, say — and you would sooner have the money returned than have it corrected.
• Something broken at our end is still stopping the service after we have had a reasonable run at repairing it.

Numbers one to three take almost no arguing over. A double charge, a login that never landed, a plan that is not the one you bought — those are our errors, and errors get reversed rather than debated. Number four earns a short look first. Faults reported to this desk are usually gone inside the hour, and a subscription that works beats a subscription that was refunded.

The window, and the two exceptions to it

For anything in the fault category, the window is seven days from the moment your login is issued. Set it up early in that week rather than late — a subscription bought in March and first opened in June is not a refund case, it is a purchase that sat unused.

Two things sit outside that seven days. A billing error can be raised at any point in the term, because being charged twice does not become acceptable on day eight. And a fault that appears later in the year is not time-barred either — it is simply repaired rather than refunded, since the remedy for a service that stops working in month five is to make it work again.

What is not covered

Here is where the answer is no. It is printed in advance so that nobody runs into it for the first time in a reply from us.

• The line into the house is not up to the streams. The 15 Mbps floor for stable HD sits on the site before anyone pays, precisely so it can be checked first.
• Wi-Fi is dropping the picture between router and set, and running a cable to that set to prove it is not something you are willing to try.
• Months of ordinary viewing have gone by on a twelve-month term and you have since gone off the idea.
• A channel or a one-off event that was never raised with us, and never confirmed in writing, turns out not to be carried.
• Titles came and went upstream during your year, leaving a catalogue that no longer matches the one you first opened.
• The account was stopped for breaking the terms: the login passed around, sold on, or put in front of a paying room.

Those top two account for most of the refusals, so they get a sentence each. No stream is ever better than the wire underneath it. A connection that sags at eight in the evening, or a television marooned at the far end of the house from the router, defeats every seller in this market, ours included — and saying so before the payment is better manners than arguing it in week six. The working figures: steady HD wants about 15 Mbps at the set, Ultra HD is happier at 25 Mbps and above, and every extra screen running at the same moment asks for another 10 Mbps or so.

How to ask for one

Quickest by a distance is the thread the order was placed in — WhatsApp or Telegram — since every detail needed to check it is already sitting there. Failing that, write to support@pay-iptv.com and put "Refund request" in the subject line.

Four details, and the answer comes back faster:

1. the handle or email address you ordered with, and roughly when;
2. which plan you paid for, and which method you paid by;
3. what is wrong, in a sentence or two;
4. what you have already ruled out — the device in question, Wi-Fi or cable, and whether a second device behaves the same way.

That last one carries more weight than it looks. Take the same login to a phone running on mobile data. If the trouble travels with it, the trouble is ours. If it evaporates the instant the device changes, the network in your house is the culprit. Settling which of the two we are in saves a day of blind guessing at both ends.

How long it takes

Every request is acknowledged inside a few hours, whatever the clock says at your end. Diagnosis takes longer, so the ceiling we ask for is 48 hours to reproduce a fault and repair it — and if that fails, you are told plainly instead of left hanging. Whatever gets decided is typed into the same thread, which leaves you holding the record without having to ask for one.

Money returns by the route it arrived on, never a substitute route. Card, Apple Pay and Google Pay generally show up again in 5 to 10 business days, and that clock belongs to your bank rather than this desk. PayPal is usually faster, often the same day. What gets refunded is what was charged: exchange-rate movement and fees your own bank added sit outside it, since neither ever reached us.

Refunds on cryptocurrency payments

Pay in cryptocurrency and the money goes out again in that same coin, valued as it was quoted at the moment of purchase, to whichever wallet address you give us. Markets move, so the number of coins landing back may not be the number of coins that left; it is the value that is held steady. The chain takes its network fee out of the transfer and nobody can waive that. Send the address twice and read it back slowly: a mistyped address is gone for good, past the reach of anyone here or anywhere, and that is the one real drawback of paying this way.

Your own recourse: chargebacks and payment disputes

Separately from anything on this page, the way you paid may give you rights of your own, and it is worth knowing them before you choose a method. A card payment can be disputed through your card issuer under the chargeback rules that apply where you bank. A PayPal payment may be eligible for their own dispute process — the terms are theirs, not ours, and worth reading on their site rather than taking from a seller. A cryptocurrency payment has no equivalent: once it confirms, no third party anywhere can reverse it. That difference is the strongest practical reason to pay by card or PayPal on a first order with any seller, including this one.

The single request is that a message reaches us first. Filing formally locks the money at the provider end, and from that point their timetable runs everything — invariably slower than a conversation would have been. Work on the account stops for the duration too, which is exactly backwards when ten minutes of fiddling would have sorted it. No genuine complaint has ever been turned away here, and nothing in this paragraph takes away your right to escalate when talking gets you nowhere.

Changing plan part-way through a year

Adding screens part-way through has nothing to do with refunds. You settle the gap between the two plans, prorated over whatever is left of the year, and carry on with the login you already have. Going the other way does not turn unused months into cash; it leaves a credit sitting against the following year, provided you say so before that payment falls due. How the annual term itself behaves is set out in the terms of service.

Consumer law comes first

Nothing written here removes rights you hold under the consumer law of the country you live in, and this page is general information rather than legal advice. Where local law hands you a stronger remedy than the one described above, the law wins and we will apply it. If you believe that is your position, say so in your message and it will be looked at properly rather than waved away.