Refund Policy

When you can get an IPTV subscription refund

You can ask for a full refund when all three of these are true:

• you ask within 7 days of your purchase date;
• the service doesn't work properly on your device, for example channels won't load, or streams keep freezing on a connection that should handle them;
• you've let our support team try to fix it, and they can't.

Giving support a chance matters, because most problems have simple fixes: a different player app, a settings change, a wired connection, or moving the router out of a basement dead spot. HD streaming usually needs about 10 Mbps, and our internet speed guide explains what to check.

Test first with the free trial

Our free 24-hour trial lets you try the service on your own TV, stick or phone before you pay. We strongly suggest it, especially on older Smart TVs. The installation guide covers the setup for each device.

How to request a refund

Email help@supportiptv.ca with the subject "Refund request" and include:

• the name and email address on your order;
• the name, email or mobile number your Interac e-Transfer came from;
• the date and amount of the payment, and the plan you bought;
• your device and app, and a short description of the problem.

We reply 7 days a week, 9 a.m. to midnight (Eastern Time), and you can also reach us through online support. If we can't solve the problem, we'll confirm your refund by email.

How refunds are paid

Approved refunds are sent by Interac e-Transfer to the email address or mobile number you paid from, usually within 5 business days of approval. We refund in Canadian dollars and don't charge a fee. If your bank doesn't use Autodeposit, we'll send the security answer in a separate message. Once the refund is sent, your login stops working.

Partial refunds on multi-month plans

Within the 7-day window, a refund on a 3, 6 or 12-month plan is a full refund, not a partial one.

After the window, plans are generally not refundable, with one exception. If a lasting problem on our side (not your device, app or internet) stops you from watching and we can't fix it within a reasonable time, we'll refund the unused full months of a multi-month plan. We calculate it at the monthly rate you actually paid. For example, the 12-month plan costs $89.99, which works out to $7.50 a month. With 8 full months left, you'd get $59.99 back.

Extra screens follow the same rules as the plan they're added to. Current prices are on our IPTV pricing page.

When refunds are not available

• After the 7-day window, except for the multi-month case above.
• Accounts suspended for breaking our terms, for example by sharing a login outside the household or reselling access. See our terms and conditions.
• Reseller credits already used to create or extend customer accounts through our reseller program.
• A change of mind after regular use. If the service works and you've been watching it regularly, we usually can't refund you just for changing your mind, since the free trial is there for testing. If you've barely used it, write to us anyway. We look at every request fairly.

Your rights under consumer law

This refund policy doesn't limit any rights you have under your province's consumer protection laws. Some provinces give extra cancellation rights for contracts made online, and where the law gives you more, the law applies. To cancel an order before it starts, see our cancellation policy.

Refund questions