The guarantee
Every paid plan, Standard or Pro, on any term, carries a 30-day money-back guarantee. Ask within 30 days of the payment and we refund the full amount, for any reason. You do not have to tell us why, though if a channel, a device or a router was the problem we would like to know so the guide for it gets better.
How to request a refund
Email support@fineiptv.com from the address you ordered with, or use the contact form, and say which plan you are asking about. That is the whole procedure. There is no form to fill in beyond that, no retention call and no requirement to have tried support first, though support is available if you would rather have the thing fixed.
How and when the money comes back
We confirm by email and refund to the original payment method. Card refunds, Visa and Mastercard, show on your statement in 5 to 10 business days depending on your bank. PayPal refunds return to the PayPal balance or the card behind it on PayPal’s own timetable. Interac e-Transfer refunds are sent to the email address the original transfer came from. We do not refund to a different method or to a different person than the one who paid.
Access to the service ends when the refund is issued.
One trial per household
The 24-hour free trial is separate from this policy. It costs nothing, asks only for an email address, and is limited to one per household. A second trial request from the same household may be declined, and a paid plan bought after a trial still carries the full 30-day guarantee.
Nothing to cancel
No plan renews. A one-month plan runs for one month, a three-month plan for three, a twelve-month plan for twelve, and then it stops. We do not keep a card on file to charge again. There is therefore no cancellation procedure, no notice period and no fee: if you do not want to continue, do nothing.
After 30 days
Past the 30-day window a plan is not refundable, in whole or in part, including where you stop using it. If the service is unavailable for a confirmed period of more than 24 hours we extend the plan by that time on request, as the terms set out; that is an extension, not a refund.
Chargebacks
A refund request by email is faster than a chargeback and reaches the same result. If a chargeback is opened without first contacting us, access is suspended while the bank’s process runs, and we respond to the bank with the order record. We would much rather you simply wrote to us.
Third-party fees
Some player apps on Samsung and LG televisions charge a one-time activation fee, and TiviMate charges a small annual fee for its premium features. Those payments go to the app developer, not to us, and are outside this policy. Devices, adapters and cables bought from a retailer are likewise the retailer’s to refund.
Contact
FineIPTV, support@fineiptv.com, 9 am to 11 pm ET, seven days, in English and French.