Summary
This refund policy explains how to request a refund from UK IPTV and the statutory rights that may apply. Consumers buying digital services at a distance usually have a 14-day cancellation period, which can be affected once the service starts at your express request. Refunds are requested via WhatsApp. Our own refund window and conditions are still to be confirmed by the owner.
How this refund policy works
This refund policy explains when you may be able to cancel a UK IPTV subscription and get your money back, and how to ask. It covers two things: your statutory rights as a UK consumer, which we cannot take away, and our own refund terms, which are still being finalised and are shown below as placeholders. The service is provided by [Owner to confirm: legal entity name].
Please read this alongside our terms and conditions. If you have a question about refunds before ordering, ask the team via the contact page.
Your statutory cancellation rights
Because orders are arranged remotely (by WhatsApp rather than face to face), a UK IPTV subscription is likely to be a "distance contract" under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The summary below is general information only, not legal advice.
The 14-day cancellation period
For a contract for services, consumers generally have 14 days from the day after the contract is formed to cancel without giving a reason. If you cancel within that period, any refund due should normally be paid within 14 days of you telling the trader you are cancelling.
If the service starts within 14 days
If you expressly ask for the service to start during the cancellation period, the position can change. In general terms:
- You may still be able to cancel within the 14 days, but the trader may be entitled to charge a proportionate amount for the service provided up to the point you cancel.
- If the service has been fully provided within the 14 days and you were told in advance that you would lose the right to cancel once it was fully provided, the right to cancel may be lost.
- For digital content supplied other than on a physical medium (for example, a download), the right to cancel can be lost once supply begins, but only if you gave express consent and acknowledged that you would lose the right.
Exactly which rules apply to an IPTV subscription can depend on how it is supplied, so treat the points above as a general guide. If the trader does not give you the required information about cancellation, the cancellation period can be extended. For independent guidance, see Citizens Advice.
How we ask for express consent to start your subscription early: [Owner to confirm: wording used and how consent is recorded, e.g. in the WhatsApp conversation].
Faulty or not as described
Separately from cancellation, the Consumer Rights Act 2015 gives you rights if a digital service is not provided with reasonable care and skill, or does not match what you were told. Remedies can include having the problem put right or, in some cases, a price reduction. These rights apply whatever our own refund terms say.
Our refund terms
The following terms are not yet confirmed. Until they are, no refund is promised beyond your statutory rights.
| Item | Our terms |
|---|---|
| Refund window | [Owner to confirm: refund window] |
| Eligibility | [Owner to confirm: eligibility conditions] |
| Partial or pro-rata refunds | [Owner to confirm: whether partial refunds apply and how they are calculated] |
| Trials | [Owner to confirm: whether any trial is offered] |
| Processing time | [Owner to confirm: processing time, no later than any statutory deadline] |
| Refund method | [Owner to confirm: refund method, normally the original payment method] |
How to request a refund
- Open our contact page and message the UK IPTV team on WhatsApp, ideally from the number you used to order.
- Say that you want to cancel or request a refund, and include your plan (duration and number of connections) and the date you ordered.
- If the request is about a fault, describe the problem, the device and app you use, and what you have already tried. The steps in IPTV not working and buffering fixes may help, but trying them is not a condition of your statutory rights.
- We will reply to confirm whether a refund is due and how much, in line with your statutory rights and our confirmed refund terms.
Keep a copy of your WhatsApp conversation, as it records when you ordered and when you asked to cancel. You can also cancel using any clear statement; you do not have to use particular wording.
Before you order
To reduce the chance of needing a refund, check that your device is supported (see compatible devices), that your broadband is suitable (see our internet speed guide), and that you have chosen the right number of connections on the pricing page. Ask the team any questions before you pay.
If you are not satisfied
If you disagree with our response, please tell us and we will look at it again. You can also get free, independent advice from Citizens Advice. Last updated: [Owner to confirm: publication date].
Questions answered
Can I cancel a UK IPTV subscription within 14 days?
Consumers usually have a 14-day cancellation period for distance contracts. If you asked for the service to start straight away, you may be charged for the service already provided, or in some cases lose the right to cancel. Check your situation with the team or Citizens Advice.
How do I request a refund?
Message the team on WhatsApp via the contact page, including your plan and order date. Refunds are not processed on this website.
Is there a money-back guarantee?
No guarantee is offered beyond your statutory rights until the owner confirms the refund terms on this page. Ask the team before ordering if this matters to you.