Policy
Refund policy
Written so you can tell, before buying, exactly what you are entitled to.
Can you get a refund on an IPTV subscription? With Relay IPTV, yes — within the window and conditions set out below. We would rather refund a customer the service does not suit than keep a payment and collect a bad review over it. The conditions are written here in advance rather than explained after the fact.
When we will refund you
- The service does not work on your device and we cannot fix it
- The local channels we confirmed for your market turn out not to be carried
- Sustained outages on our side that we cannot resolve by rerouting you
- You were charged in error or charged twice
When we will not
- The problem is your internet connection and troubleshooting confirms it
- A single channel is missing that was never confirmed as carried
- The subscription period has largely been used
- Credentials were shared and the account tripped the connection limit
We list these because a policy that only describes the good cases is not a policy.
How to request one
- Message us on WhatsApp with the email your subscription is under
- Describe what is wrong and what you have already tried
- Give us one chance to fix it — usually a server reroute
- If that does not work, we process the refund
Timing
We confirm the decision quickly. How long the money takes to reach you depends on the payment method rather than on us, and is typically a few working days.
Why we ask to fix it first
Most refund requests come from problems with a five-minute solution — a wrong decoder setting, 2.4 GHz Wi-Fi, or a bad route to one server. Trying that first is not a delaying tactic; it is usually faster than a refund and leaves you with a service that works.
Frequently asked questions
How long do I have to request a refund?
Message us as soon as something is wrong. The earlier in the period, the more straightforward it is.
Do I get a partial refund if I cancel halfway?
Plans are fixed periods rather than rolling subscriptions, so mid-period cancellation is handled case by case. Ask us.
What if only one channel does not work?
Message us — a single channel is usually a routing issue we can fix, not grounds for a refund.
Does the trial affect my refund rights?
No, but it makes them mostly unnecessary. Testing first is why the trial exists.
How will I be refunded?
To the method you paid with, wherever possible.