Refund policy:
We believe in our products 100%. We are trying our best every day to make you happy and put a smile on your face using our service but we understand that our IPTV subscription plans can’t work perfectly for everyone at all times. If you are not happy with your purchase or you have an issue that we are unable to solve which makes the system unusable, we are more than happy to provide a refund.
How to make a refund request?
Please make a note of your transaction order ID with the subject: “Request for refund” and describe in your e-mail the issues you are facing and the reason for this request. For some reason, you have to send us proofs and we will send you proofs as well of our work and things we notice and have to show you too to explain our point of view and our decision better in more detail and more transparent.
Conditions:
Please do understand and accept that we can’t provide refunds due to technical issues unless you allow us to adequately try to solve them and assist you. If we are unable to resolve your issue within 48 hours, we will provide a refund. Please contact our live support 24/7 at any time if you need assistance.
Refunds may only be issued within 72 hours of the purchase date. After 72 hours no refunds can be processed.
If you paid using credit cards the Refunds are generally processed and funds returned to the debit card on the customer’s bank account within 20 to 31 working days.
However, there are cases in which a refund takes longer to process maybe up to 90 days. We are not responsible for these time frames and delays. We are not the payment provider just the IPTV service provider.
We will refund completely only purchases that have been done in less than 72 hours. All other refund requests will be returned partially according to the period of the subscription. hotiptvsmart support team will contact users in all refund cases.
Note: Every refund usually takes 20 to 90 working days to take place and it’s not in our hands to reduce this period. Our payment processors will take care of refund requests. We will try our best to refund any users immediately after seeing the request and checking user information.
We will not send refunds or make partial refunds if:
The customer wasn’t satisfied/with the channel line-up or performance.
We suggest every customer go for a Trial before buying a 1 to 12-month package.
When the users are unable to set their box and system at their end:
We will provide our best support to set up their boxes, devices, apps, and systems in all cases of assistance requests. The reason is we don’t know about the circumstances with the box, device system, etc. Our support is limited to pre-defined steps for configurations of devices.
If some channels are freezing, buffering, or not working sometimes:
Though almost all of our Servers are stable, sometimes some channels do freeze or don’t work due to various reasons but it’s not permanent. Our expert engineers are always working to fix them.
Most of the time, these issues are temporary and caused by the following reasons:
Customer internet fluctuations.
Issue with the box/apps/customer setup in general.
Your ISP has an issue.
The channel is down from the server end.
The customer changed his/her mind and wanted to withdraw/switch between servers.
Server update/restart from our end (weekly performance necessary).
In case the user/customer can’t watch their IPTV subscription plan for 48 hours+ because of a Server Issue or any other problems caused by us on our end we will completely refund the package price or add all lost time on top of your subscription for free + plus some bonus we can negotiate together.
Note: Please don’t make a refund request for 24 24-hour trial, we don’t accept refund requests for the 24-hour trial.
Contact us
If you have any questions about our Refunds Policy please get in touch with us:
info@hotiptvsmart.com
