Refund Policy

1. Free Trial First

This ensures you are fully satisfied with the service before committing to a subscription.

2. Refund Eligibility

Smart IPTV offers refunds in the following circumstances:

• Service not delivered: Full refund if credentials were not delivered within 24 hours of confirmed payment
• Total service failure: If the service is completely non-functional for more than 48 continuous hours due to issues on our end, you are entitled to a pro-rata refund or subscription extension
• Technical incompatibility: If the service is entirely incompatible with your setup and our support team is unable to resolve the issue within 72 hours
• Duplicate payment: Full refund if you were charged twice for the same subscription

3. Non-Refundable Situations

Refunds are NOT available in the following cases:

• You changed your mind after activating the subscription and using the service
• Intermittent buffering or quality issues due to your own internet connection speed or network instability
• Your device is incompatible (please test with our free trial first)
• Partial use — if you have used the service for part of the subscription period
• Violation of our Terms of Service leading to account termination
• Subscription not renewed at expiry (subscriptions do not auto-renew)
• Requests made more than 7 days after subscription activation

4. Refund Request Process

To request a refund, please contact us within 7 days of your subscription start date:

• 📧 Email us at [email protected] with subject "Refund Request"
• 💬 Message us on WhatsApp: +33 7 58 71 92 16
• Include your order reference, email used for purchase, and reason for refund request

We will review your request and respond within 48 hours on business days.

5. Refund Processing

Approved refunds are processed as follows:

• Refunds are processed using the same payment method used for the original purchase
• Processing time: 3–10 business days depending on your payment provider
• You will receive a confirmation email once the refund has been initiated

6. Subscription Extensions

As an alternative to a refund, we may offer a subscription extension in cases of:

• Planned maintenance periods exceeding 4 hours
• Unplanned service disruptions exceeding 24 hours
• Partial service degradation affecting channel availability

Extensions are added automatically to your subscription end date without any action required on your part.

7. Multi-Screen & Special Plans

Refund eligibility for multi-screen and promotional plans follows the same criteria as standard subscriptions. Custom plans negotiated via WhatsApp may have specific refund terms agreed upon at the time of purchase.

8. App Activation Fees

App activation fees (IBO Player, IBPlayer Pro, IBPro Smart Player, Hot Player) are non-refundable once the activation has been completed and the credentials provided.

9. Contact for Refund Requests

• 📧 Email: [email protected] — Subject: "Refund Request"
• 💬 WhatsApp: +33 7 58 71 92 16
• ⏰ Response time: within 48 hours on business days