Refund Policy

Our Commitment to You

At YourPrimeTv, we prioritize the excellence of our IPTV subscription service. This policy details the criteria for issuing refunds, ensuring a straightforward and just process for all our customers.

Refund Eligibility

You could potentially receive either a total or partial refund depending on these factors:

Technical Failures: Service is completely non-functional on your compatible device for 72+ consecutive hours due to a fault on our side.
Duplicate Payments: Accidental duplicate charge for the same subscription period.
Initial 7 Day Windownew customers: Request within 7 days of first purchase after attempting support-led troubleshooting.

How to Request a Refund

To begin your refund, kindly follow these steps:

Get in touch with our support team using Contact page.
Utilize the subject line 'Refund Request'.
Please provide your complete name, the email linked to your subscription, and your reason for reaching out.

Sample Refund Request Message

Contact: Send a message via our Contact page

Message Title: Refund Inquiry

Hello,

I am contacting you to obtain a refund for my IPTV subscription.

My Name: [Your Complete Name]

My Email: [Your Subscription Email]

Reason for Refund: [Summarize your challenge succinctly, such as billing mistakes or technical difficulties.]

Thank you.

What We Need to Process Your Refund

Account email used at checkout
Order/transaction ID from {Payment Gateway Name}
Brief reason and steps already tried with support
Device/app details (e.g., Firestick + IPTV Smarters)

Processing Timeline

0–3 business days Review executed by help team.
Same day after approval The refund process is underway, and it will be credited to your original payment method ({Payment Gateway 1} / {Payment Gateway 2})
5–10 business days The amount of funds depends on issuer's policies.

Anticipate receiving email updates with each step of progress. Weekend or holiday response times may be longer.

Exceptions (When Refunds Are Not Provided)

Refunds will not be granted in these situations:

The channels and content offered do not meet your expectations.
Your internet connection may not be fast or stable enough.
You have infringed upon our Terms of Service, such as sharing accounts.
Regrettably, the geo-blocking challenges you experience in your area are beyond our influence.

How to Avoid Refund Requests

Check Compatibility: Confirm your device/app supports M3U/Portal before purchase.
Stable Internet: Use 30 Mbps+ and 5GHz Wi Fi or Ethernet for 4K.
Use Setup Guides: Follow our step by step Installation page.
Ask Support First: Most issues are solved in minutes—please contact support.

Frequently Asked Questions (FAQ)

Once your refund has been approved, we generally process it within three business days. However, it can take five to ten business days for the funds to reflect in your account, depending on your bank or payment provider. For status updates, please contact support.

In general, we do not offer refunds for decisions made after the first 7 days. We recommend that you carefully review our services and reach out with any inquiries before committing to a subscription. For full details, visit our Refund Policy or reach support.

Subscriptions will continue to renew automatically. Should you neglect to cancel before the renewal date, please reach out to contact us without delay. Refund requests for renewals are assessed individually. Read more in our Terms.