Effective date: April 24, 2026
IPTV South Africa wants customers to understand the subscription before activation. Because IPTV access is a digital service, refund decisions depend on the timing of activation, technical checks, and whether the service was delivered as described.
1. Contact before purchase
Customers are encouraged to contact us before payment to confirm device compatibility, internet readiness, package expectations, and current subscription offers. You may also request an IPTV test where available.
2. Digital service delivery
Once access details have been issued or activated, the subscription is considered delivered. Digital access cannot always be returned in the same way as a physical product, so refund requests are reviewed carefully and fairly.
3. When a refund may be considered
A refund may be considered if access was not delivered, the wrong subscription was activated, a confirmed technical issue cannot be resolved after reasonable support checks, or the service materially differs from what was confirmed before purchase.
4. When refunds are usually not available
Refunds are usually not available for poor internet quality, weak Wi-Fi, unsupported devices, customer refusal to follow setup steps, changed viewing preferences, temporary third-party channel interruptions, or requests made after a substantial portion of the subscription period has passed.
5. Support checks before refund review
Before a refund decision is made, we may ask for your device model, app name, screenshots, speed test results, error messages, and details about your internet connection. This helps us confirm whether the issue is service-related or setup-related.
6. Timeframe for requests
Refund requests should be sent as soon as the issue appears. Requests made shortly after activation are easier to investigate than requests made near the end of a subscription period.
7. How to request a refund review
Email [email protected] or contact us on WhatsApp at +44 7411 284928. Include your name, phone number, subscription date, plan type, device model, app used, and a clear description of the issue.
8. Approved refunds
If a refund is approved, the amount, method, and timing will depend on the payment method used and the circumstances of the request. Processing times may vary by payment provider or bank.
9. Renewals
Renewals are treated as new digital service periods. Customers should confirm that their setup is still working before renewing, especially after changing devices, apps, routers, or internet providers.
10. Jurisdiction review note
This starter policy should be reviewed against your final payment process, consumer protection obligations, and operating procedures before launch.