Refund Policy

The short version

Try it free for 24 hours first. If you buy and it does not work properly on your equipment, and we cannot fix it, ask within 7 days and we refund you in full.

Try before you buy

We would rather you tested the service than gambled on it. Ask live support for a free 24-hour trial and run it on your own television, on your own internet connection, at a busy time of day. Saturday evening during a hockey game is the hardest test any IPTV service faces — if it holds up then, it will hold up any other time.

Taking the trial does not reduce your refund rights if you go on to buy.

The 7-day money-back guarantee

If you buy a subscription and it does not work properly on your setup, you have seven days from the date of purchase to request a refund.

One condition applies, and it is a fair one: you must give us a reasonable chance to fix the problem first. Most faults are solved in a few minutes — moving you to a different server, correcting an app setting, or switching you to the backup line. If we genuinely cannot make it work for you, we refund you rather than argue.

What qualifies for a refund

• Persistent buffering or freezing that we cannot resolve after trying the standard fixes with you.
• Your credentials do not work and we cannot get them working on any device.
• The service is materially different from what was described to you before you bought.
• A specific channel you told us before buying was essential turns out not to be available.
• A duplicate payment, or a payment for a plan you did not order.

What does not qualify

To be straight with you, these are the cases where we will say no:

• More than seven days have passed since the purchase.
• You will not let us troubleshoot. If you decline to try the fixes, we cannot know whether the fault was ours.
• Your internet is too slow. Below roughly 15 Mbps, no streaming service will work properly. We will always test this with you first.
• You simply changed your mind after the service has been working correctly for you.
• Your account was suspended for credential sharing, resale outside our reseller programme, or repeated verified copyright notices.
• Reseller credit purchases, which are wholesale and non-refundable once issued — although credits never expire, so they are never wasted.

How to request a refund

1. Message live support and describe the problem. Tell us which device you use, whether you are on Wi-Fi or Ethernet, and whether the problem affects all channels or only some. That last detail is the most useful thing you can give us.
2. Let us try to fix it. This usually takes a few minutes and solves most cases.
3. If it cannot be fixed, ask for the refund. No form to fill in and no argument.

How the money comes back

How you paid	How it is returned	Typical time
Interac e-Transfer	e-Transfer back to the same email address	1–2 business days

We refund the full amount you paid. We do not deduct a processing fee or a restocking charge, because there is nothing to restock.

Please do not open a chargeback first

If something is wrong, tell us. A chargeback opened without contacting us takes weeks to resolve, costs both of us money, and results in immediate account suspension under our terms. A message to live support is faster for you in every case, and we have never refused a refund that was genuinely owed.

Renewals

Nothing renews automatically, so there is no such thing as an unexpected charge from us. Your subscription ends on its expiry date unless you deliberately buy another period. This is why we do not need a cancellation process.

Contact

Refund requests: live support (fastest) or help@supportiptv.ca. We answer every day of the year.