When the clock starts
The window is 7 days long and it starts when your line opens, not when you get round to setting it up. It covers a first purchase on any term and any connection count, whether that is one connection for a month or five for a year.
Walk the chain first: it takes about five minutes
Almost every refund request describes the same evening. It was fine, and then around nine at night the picture broke up. That symptom has five possible homes and only one of them is us, so before anything else, in this order:
Open the FHD version of the same channel instead of the 4K one. If FHD holds where 4K did not, the fault is bandwidth or the decoder, and not the feed.
Change player. If TiViMate stutters where IPTV Smarters Pro does not, the player was the weak link and the line is fine.
Put the device on a cable, or carry a phone over to stand beside the router. A 4K stream in the far corner of a house is the single most common cause we see, and it looks exactly like a bad server.
Start a second device on the same connection. Both break together and the line into the building is the suspect; only one breaks and it is that device.
Then send us what you found and we will point the line at a different server. Most of what arrives as a refund request leaves as a repair, which is the better outcome: a refund does not get you the match back.
Claims we pay
A supported device that plays nothing at all, after the setup guide and after a session with the desk.
Break-up that survives a change of server, a change of player and a wired connection.
A channel that was on the published line-up the day you bought and is not being delivered to you.
Claims we do not pay, and the reason for each
A change of mind once the line has been working, or any request arriving after day 7. It is written here now rather than produced at the moment you ask.
A connection that cannot carry what was bought. Three connections running at once ask roughly three times of your line what one asks of it, and that arithmetic belongs to your house. The test line exists so you can do the sum before money moves.
An internet provider interfering with streaming traffic, or hardware that was never going to decode a 4K feed. The desk will still help you establish which of the two you have; neither is a refundable fault.
A line closed under the acceptable-use clause in the terms.
How the money comes back
Send your username and two lines on the symptom to the WhatsApp desk on +212 663 813 479. Where it genuinely cannot be fixed, the amount returns to the method you paid with, inside five business days. Nothing is held back as a handling fee, and there is no subscription to cancel first because nothing was set to recur.
Renewals sit outside the window
The guarantee belongs to a first purchase. Extending a line that has already run a full term is not refundable, because by then the chain in your house has answered the question the guarantee exists to answer. If you are not sure yet, buy a month before you buy a year.
Better than the guarantee: do not need it
Nobody has to use this window at all. The 24-hour test line costs nothing, asks for no card and is the same account you would be buying, so the sensible order is test first, pay second, and keep the 7 days as the backstop they were meant to be rather than the plan.
Questions about this policy: message us on WhatsApp +212 663 813 479 or use the contact page.