Refund Policy & Satisfaction Guarantee

At OTT-TV, we stand behind the quality of our streaming service. We offer a transparent and fair refund policy because we want you to subscribe with complete peace of mind. Please read the following sections carefully to understand your eligibility for a refund.

1. The [NUMBER]-Day Money-Back Guarantee

All new customers are entitled to a [NUMBER]-day trial period from the moment of purchase activation. During this window, if you experience any technical issues that prevent you from using the service, and our technical support team is unable to resolve the issue, you may request a full refund of your subscription fee.

2. Eligibility Criteria (What Qualifies for a Refund?)

To be eligible for a refund, the issue must fall under one of the following categories:

• Server Downtime: Complete service unavailability due to OTT-TV server maintenance or failure lasting more than 48 consecutive hours without prior notice.
• Technical Incompatibility: The service fails to load or function on a compatible device (listed in our FAQ) despite following the setup guides provided by our support team.
• Duplicate Billing: You were charged twice for the same subscription period due to a payment processing error.

3. Non-Refundable Circumstances (Important Exceptions)

We strive to be fair, but we cannot issue refunds in the following scenarios:

• User’s Internet Connection: Issues related to slow internet speeds (less than 10 Mbps), ISP throttling, or poor Wi-Fi signal strength in the user’s home. Note: We recommend testing your line speed before subscribing.
• VPN/Proxy Interference: Failure to use a recommended VPN if the user’s local ISP is actively blocking streaming traffic.
• Device Misconfiguration: Entering an incorrect username/password or selecting the wrong portal URL in the app settings.
• Change of Mind: “I no longer need the service” or “I found another provider” after the initial guarantee period has expired.
• Channel Content Complaints: Temporary buffering on a specific channel during a major global sporting event (due to source congestion) or the temporary removal/renaming of a specific channel from the lineup. IPTV channel lists are dynamic and subject to change.
• Renewals: Refunds are not issued for recurring renewal payments unless the cancellation request was submitted via the billing portal at least 48 hours before the renewal date.

4. How to Request a Refund

Do not initiate a chargeback/dispute with your bank without contacting us first. Chargebacks result in immediate account termination and blacklisting of your IP and payment method.

1. Step 1: Contact Support at [SUPPORT_EMAIL] with the subject line “Refund Request – [Your Order ID]”.
2. Step 2: Provide a detailed description of the issue you are facing.
3. Step 3: Allow our technical team 24-48 hours to attempt to resolve the problem.
4. Step 4: If the issue cannot be resolved, we will issue a refund minus any transaction fees charged by the payment processor (if applicable).

5. Processing Time

Once approved, refunds are processed within 5-10 business days. Depending on your bank or credit card issuer, it may take an additional 3-5 days for the credit to appear on your statement.