These terms are a working draft written for this service's actual operation. Have them reviewed by a lawyer in your jurisdiction before launch, and add your registered company details and address.
The short version
If the service cannot be made to work on your connection within 7 days of purchase, and we cannot resolve it with you, you get your money back. We ask that you let us try to fix it first, because most problems are fixable in a few minutes.
This is also why the 24-hour free trial exists: it removes most of the situations where a refund would be needed at all.
What qualifies
- The service will not work on your connection and troubleshooting has not resolved it.
- Persistent, documented outages within the refund window.
- Channels that were confirmed to you in writing before purchase turn out not to be available.
- A billing error — a duplicate charge or a charge for a plan you did not order.
What does not qualify
- Your internet connection being too slow or too unstable for streaming. We publish the requirements on what you need for IPTV and the trial exists to test them.
- Changing your mind after using the service for most of a term.
- A specific channel being removed by its broadcaster or rights holder.
- Requests made after the 7-day window.
- Accounts suspended for breaching the acceptable use policy — for example, public screening on a residential plan.
- Refusing to attempt any troubleshooting.
That fourth point is the one that causes disputes, so it is worth being direct: a channel disappearing because its broadcaster restructured is not something any provider can be held to. If it was central to why you subscribed, talk to us — we would rather adjust your plan than argue.
How to request one
Contact support
Email, Telegram or WhatsApp — all three are here. Say what is wrong and what you have tried.
Let us try to fix it
Most issues are resolved in one exchange. This step is not a delaying tactic; it is why most refund requests stop here.
If it cannot be fixed, ask for the refund
No form, no escalation process. Ask, and we process it.
Refund is issued to the original payment method
Processed within 5 working days. How long it takes to appear depends on your bank.
Chargebacks
Please contact us before raising a chargeback. A chargeback filed without contact results in the account being suspended and typically takes longer than simply asking us, because the bank's process is slower than ours.
If we have got something wrong, we would rather fix it directly.
Last reviewed September 22, 2026 by The HakunaXTR team · About the team