Refund policy

Everything below, compressed

Three facts decide whether committing a year makes sense in your house, and all three are readable while the money is still yours. How much bandwidth has to arrive — somewhere near 15 Mbps at the set for steady HD, 25 Mbps and up for Ultra HD — sits on the setup page instead of being saved for a support ticket. What the year costs is on the pricing page, and the same number gets quoted back twelve months later. What the year opens is broken out heading by heading on the channel list.

No refund ever answers the question that actually mattered, which is whether the thing will run where you live. Hold the speed figure against your own line, get the channels that matter confirmed in a message, and the year you commit to has already been demonstrated. Fall short of the figure and you find out while nothing has been spent, which is the cheaper end of the discovery.

The four situations that get money back

Already committed, and one of these describes where you are? Send a message and it gets sorted.

• The term never actually began. Either no login came back, or the one that did will not sign in and cannot be coaxed into doing so.
• The amount is wrong: one term charged twice over, or a figure taken that does not match the plan agreed in the chat.
• The wrong plan was set up — fewer simultaneous screens than the term you agreed to — and you would rather have the money than the correction.
• A fault on this side is still blocking the service after a fair attempt has been made to clear it.

The first three barely need discussing. A duplicate charge, a login that never showed up, a plan that is not the one agreed — those are mistakes made at this end, and mistakes get reversed rather than negotiated. The fourth gets a look first, because faults reported here usually disappear inside the hour, and a working subscription is worth more to a household than a refunded one.

Seven days, with two things sitting outside them

On the fault ground the window is seven days from the issuing of credentials. Install early in that week rather than late. A term agreed in autumn and first switched on the following spring is not a refund case; it is a purchase left in a drawer.

Two matters fall outside those seven days. A billing mistake can be raised whenever it surfaces, since being charged twice does not stop being wrong on day eight. And a fault appearing later in the year is not shut out either — it gets repaired instead of refunded, because the answer to a service that breaks in month five is to make it work again.

Where the answer is no

Here is the unwelcome half. It is printed in advance so that nobody meets it for the first time in a reply.

• The connection into the house cannot carry the streams. Fifteen Mbps for steady HD is published before anybody commits, precisely so it can be measured in advance.
• Wifi is breaking the picture up somewhere between the router and the television, and testing that with a cable is not something you are prepared to do.
• Half a year of untroubled viewing has gone by and the household has since changed its mind about wanting television.
• Some channel, or one particular event, was never put to us and never confirmed in writing, and now turns out not to be carried.
• The catalogue moved during the term, as catalogues do, and no longer looks quite like the one opened in month one.
• The subscription was shut down for a breach: credentials handed round, resold, or played to a paying room.

The first two produce most of the refusals, so each gets a sentence. A stream can never outperform the wire carrying it. One that sags under load at eight in the evening, or a television stranded at the opposite end of the house from the router, will defeat every seller in this market, ours included — and putting that in front of you now beats disputing it in week six. The working numbers: steady HD around 15 Mbps at the set, Ultra HD happier at 25 Mbps and above, and roughly another 10 Mbps for each screen playing at the same moment.

Making the request

Fastest by a wide margin is the thread the subscription was agreed in, on WhatsApp or Telegram, since everything needed to check it is already sitting there. Otherwise write to support@iptvsubscribe.eu, putting Refund request at the top of the subject line.

Include these four and the reply comes back considerably faster:

1. the handle or address the term was agreed under, and roughly when that was;
2. which plan, and which method settled it;
3. what has gone wrong, in a sentence or two;
4. what has already been eliminated — the device involved, wifi or cable, and how a second device behaves.

That last line carries more weight than it appears to. Put the same login on a phone running over mobile data. Where the trouble follows it, the trouble belongs to us. Where swapping the device makes it disappear, the fault is somewhere in your own network. Establishing which of the two applies removes a day of guesswork from both ends.

Timings, and which clock is whose

Requests are acknowledged inside a few hours, whatever time it happens to be where you are. Working out what is wrong takes longer, so the ceiling asked for is 48 hours to reproduce a fault and put it right — and where that fails you are told so, rather than left waiting. Whatever gets decided goes into the same thread, which leaves the record in your hands without anybody having to request it.

Money goes back the way it came, never by a substitute route. Card, Apple Pay and Google Pay usually reappear within 5 to 10 business days, and that stretch belongs to your bank rather than to this desk. PayPal tends to be quicker, frequently the same day. What returns is what was taken: movement in exchange rates, and any fee your own bank applied, sit outside it because neither ever arrived here.

Coming back in cryptocurrency

Where cryptocurrency settled the term, the refund leaves in the same coin, valued at the quote given when the term began, to whichever wallet address you supply. Markets move, so the quantity of coin arriving back may differ from the quantity that went out; what is held steady is the value. The chain deducts its own network fee, which nobody is able to waive. Send the address through twice and check it character by character: get one wrong and the money is unrecoverable, by us and by everybody else, which stays the single real disadvantage of settling this way.

The route your payment provider gives you

Quite separately from this page, the method you chose may hand you rights of its own, and knowing them is worth doing before choosing rather than after. A card charge falls under the chargeback rules operating wherever you bank. A PayPal payment may qualify for their dispute process, on terms they set rather than terms we set, and worth reading on their own site instead of taking a seller word for it. Cryptocurrency has no counterpart: once it confirms, nobody on earth can pull it back. That gap is the strongest practical argument for using a card or PayPal the first time a year is committed to any seller, this one included.

The single ask is that a message reaches us first. Filing formally freezes the money at the provider end, and from there their calendar governs everything, always more slowly than a conversation would have. Work on the subscription also stops while it runs, which is precisely backwards when ten minutes of adjustment would have fixed it. No genuine complaint has been turned away at this desk, and none of this paragraph takes away your right to escalate once talking has plainly failed.

Changing plan is not a refund question

Adding screens mid-term sits outside all of the above. The gap between the two plans gets settled, prorated over what remains of the year, and the same login carries on. Moving the other way does not convert unused months into cash; it leaves a credit waiting against the next year, provided it is raised before that decision arrives. How the annual term behaves is in the terms of service, and what its final weeks look like is on the page about stopping.

Local consumer law outranks this page

Rights held under the consumer law of wherever you live survive everything written above; treat this page as general information, not as advice from a lawyer. Should the law where you are offer a stronger remedy than the ones described, that stronger remedy is the one applied. Believe that describes you? Put it in the message and it will be examined properly.