Refund policy

We believe in our products 100%. We are trying our best every day to make you happy and put a smile on your face using our service but we understand that it’s not easy for everyone. If you are not happy with your purchase or you have an issue that we are unable to solve which make the system unusable, we are more than happy to provide a refund.

How to make request for refund?

Please make a note of your transaction order ID with subject: “Request and refund” and describe in your e-mail the issues you are facing and the reason for this request. In some reasons you have to send us proofs and we will send you proofs as well of our work and things we notice and have to show you too to explain our point of view and our decision better in more details and more transparent.

Conditions:

Please do understand and accept that we can’t provide refunds due to technical issues unless you allow us to adequately try to solve them and assist you. If we are unable to resolve your issue within 48 hours, we will provide a refund. Please contact our live support 24/7 at any time if you need assistant.

Refunds may only be issued within 72 hours of the purchase date. After 72 hours no refunds can be processed.
If you paid using credit cards the Refunds are generally processed and funds returned to the debit card on the customer’s bank account within 20 to 31 working days.

However, there are cases in which a refund takes longer to process may up to 90 days. We are not responsible for this time frames and delays. We are not the payment provider just the IPTV service provider.

We will refund completely only purchase which has been done in less than 72 hours. All other refund requests will be returned partially according to used period of the subscription. E-VIVO support team will contact users in all refund cases.

Note: Every refund usually takes 20 to 90 working days to take place and it’s not in our hand to reduce this period. Our payment processors will take care of refund requests. We will try our best to refund any users immediately after seeing the request and checking user information.

We will not send refunds or make partial refund if:

The User is unable to setup their own box and system at their end:

-We will provide our best support to setup their boxes, devices, apps and system in all cases of assistance request. The reason is we don’t know about the circumstances with the box, devices and system etc. our support is limited to pre-defined steps for configurations of devices.

-Some Channels Are Freezing, Buffering Or Not Working RARELY:

Though almost all of our Servers are stable, sometimes some channels do freeze or doesn’t work due to various reasons but it’s not for permanently. Our expert engineers are always working to fix them.

-Most of the times, these issues are temporary and caused by below reasons:

Customer internet fluctuations.

Issue with the box/apps/customer setup in general.

Your ISP has issue.

Channel is down from server end.

Customer change his/her mind and wanted to withdraw/switch between servers.

-In case user/customer can’t watch there IPTV subscription plan for 48 hours+ because Server Issue or any other problems caused by US we will completely refund the package price or add all lost time on top of your subscription for free + some extra bonus we can negotiate together.

Contact us

If you have any questions about our Refunds Policy please contact us:

support@e-vivo.com