Refund Policy

1. Money-Back Guarantee

IPTV Mate offers a 7-day money-back guarantee on all subscription plans. If you experience persistent technical issues that our support team is unable to resolve within 48 hours of your initial report, you are entitled to a full refund.

2. Eligibility for Refund

To be eligible for a refund, the following conditions must be met:

• Your refund request must be submitted within 7 days of your subscription start date
• You must have contacted our support team and reported the technical issue
• Our support team must have been given 48 hours to resolve the issue
• The issue must be caused by our service (not your local internet connection or device)
• You must not have violated our Terms and Conditions

3. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The request is made more than 7 days after subscription start
• The service issue is caused by your internet connection, device, or incompatible software
• You have violated the Terms and Conditions (e.g., credential sharing, reselling without authorisation)
• You have used more than 80% of your subscription period
• Free trial services — trials are provided free of charge and are therefore non-refundable

4. How to Request a Refund

To request a refund:

• Message us via WhatsApp or Telegram with the phrase "Refund Request"
• Provide your account email address and order reference
• Describe the technical issue you experienced

We will review your request and respond within 2 business days.

5. Refund Processing

Approved refunds are processed within 5–10 business days via the original payment method. Card refunds may take up to 10 business days to appear on your statement depending on your bank. Cryptocurrency payments are refunded in EUR equivalent at the time of the original transaction.

6. Partial Refunds

In cases where a refund is requested after 7 days but where exceptional circumstances exist (e.g., prolonged service outage), we may offer a partial refund or service credit at our discretion.

7. EU Consumer Rights

For customers in the European Union, this refund policy is in addition to your statutory rights under the EU Consumer Rights Directive 2011/83/EU. Please note that the 14-day right of withdrawal for digital services may not apply once the service has begun with your explicit prior consent.

8. Contact

For refund requests or questions, contact us via our Support page, or email us at contact@iptvmateeu.com.