At The IPTV Shop, we strive to provide the highest quality digital entertainment and streaming services. We believe in the stability of our servers, which is why we offer a strict, condition-based Refund Policy to protect both our customers and our business infrastructure.

1. The 3-Day Money-Back Guarantee

We offer a 72-hour (3-day) money-back guarantee for all new, first-time B2C retail subscribers. If you experience severe, unresolvable technical issues with our service within the first 72 hours of your account activation, you may request a refund.

To qualify for this refund, you must:

• Contact our technical support team via email or WhatsApp within the 72-hour window.
• Allow our support team adequate time to attempt to troubleshoot and resolve the issue.
• Demonstrate that the issue is entirely on our server side and not related to your personal hardware, internet connection, or ISP.

If our team cannot resolve the technical fault, a full refund will be issued to your original payment method. After 72 hours, absolutely no refunds will be issued under any circumstances.

2. Non-Refundable Scenarios

Because IPTV relies on internet routing, there are external factors beyond our control. Refunds will NOT be issued for the following reasons:

• ISP Throttling & Blocking: If your Internet Service Provider (e.g., Virgin Media, Sky, BT) is actively blocking or throttling your IPTV stream, this is an issue with your provider, not our servers. You are required to use a VPN to bypass this.
• User Hardware/Internet Issues: We do not refund for buffering caused by slow Wi-Fi, low bandwidth (under 15 Mbps), or outdated/incompatible devices.
• Temporary Channel Outages: We provide over 24,000+ channels. Occasional downtime of specific channels for maintenance or routing updates is normal and does not constitute a broken service.
• User Error: Entering the incorrect MAC address during checkout or failing to follow the provided setup instructions.
• Account Suspension: If your account is banned for violating our Terms of Service (e.g., sharing a single-connection account across multiple IP addresses or attempting to restream our network).

3. B2B Reseller Program (No Refunds)

All purchases of Wholesale Reseller Credits/Codes are final and non-refundable. Resellers are purchasing bulk access to our infrastructure at discounted B2B rates. Once credits are deposited into your Xtream UI reseller dashboard, they cannot be exchanged or refunded for cash. Resellers are responsible for offering their own refund policies to their end-users.

4. How to Request a Refund

If you meet the criteria outlined in Section 1, please submit your refund request by contacting our support team with your Invoice Number, Account Username/MAC Address, and a detailed description of the technical fault.