Refund Policy

1. 14-day money-back guarantee

The 14-day period starts on the day your subscription is activated (the date activation details are sent to you), not the date you first visit our website or enquire about pricing.

The guarantee applies to new subscriptions only — including any plan length (1 month, 3 months, 6 months, 12 months) — and covers the amount paid for that subscription in the currency you paid it.

2. Eligibility for a refund

You are eligible for a refund under the 14-day money-back guarantee if:

• You are within 14 calendar days of your subscription being activated.
• This is your first subscription with EliteStream IPTV (not a renewal or repeat purchase).
• You contact us through one of the official channels listed in section 4.
• You provide the information we reasonably need to identify your account and process the refund.

In addition, we may at our discretion approve refunds outside the 14-day window in circumstances such as:

• A duplicate charge or a payment made in error.
• The service could not be activated at all and we were unable to resolve the issue.
• A technical fault on our side that prevented you from using the service and that we could not fix within a reasonable time.

3. When refunds do not apply

The following situations are not covered by the 14-day money-back guarantee:

• Requests made after 14 days from activation.
• Renewals and repeat purchases — the guarantee applies to a customer’s first subscription only.
• Accounts terminated for policy violations — including credential sharing, reselling, abuse, or breach of our Terms of Service.
• Compatibility issues with unsupported devices — if your device is not on our supported list and you did not check before subscribing.
• Problems caused by your internet connection, ISP restrictions, or local network configuration — where the service itself is working correctly.
• Change of mind after the 14-day window — for example, deciding later that you watch less than you expected.
• Requests based on content availability — channel lineups, sports rights and VOD libraries may change at any time and are not a guaranteed fixed list.

4. How to request a refund

To request a refund, contact us through any of the channels below. WhatsApp is the fastest way to get a reply, and email works well for detailed requests.

What to include in your request

To help us process your refund quickly, please include:

1. The email address or WhatsApp number used when you subscribed.
2. The date your subscription was activated.
3. The plan you purchased (for example, 1 month, 6 months, 12 months).
4. The payment method you used (card or cryptocurrency).
5. A short reason for the refund, which helps us improve.
6. Any transaction reference or receipt you received.

5. Processing times & methods

Once we confirm your refund, we will process it back to your original payment method. Refunds are always issued to the same method used for the original payment, for security and fraud-prevention reasons.

The time it takes for the refund to appear in your account depends on your bank, card issuer or crypto network. We have no control over the posting time once the refund has been issued on our side.

6. Cryptocurrency refunds

Because cryptocurrency transactions are irreversible on the blockchain, we cannot reverse a crypto payment automatically. Instead, we issue crypto refunds by sending the equivalent amount back to a wallet address you provide.

• The refund is issued in the same cryptocurrency that was originally paid, unless we agree otherwise in writing.
• The refund amount is based on the value received at the time of payment, not the market value at the time of the refund.
• You are responsible for providing a correct wallet address and for any network fees.
• We are not responsible for funds sent to an incorrect address that you have provided.

7. Chargebacks & disputes

We cooperate fully with payment processors during chargeback investigations and provide evidence where requested, including activation records, support logs and transaction details.

8. Cancellations & renewals

You may cancel your subscription at any time by contacting us. Cancelling means you are telling us not to renew or extend your service beyond the current period.

• Cancelling does not automatically trigger a refund. Because our service is prepaid and digital, unused time within an active subscription is generally not refunded, except where the 14-day guarantee applies or as required by law.
• Access continues until the end of your paid term. When you cancel, you keep access to the service for the remainder of your prepaid period, and it will not be renewed after that.
• Renewal payments are not covered by the 14-day money-back guarantee. If you did not intend to renew, please let us know as soon as possible so we can review your case.

9. Your statutory rights

Nothing in this Refund Policy is intended to limit or exclude any statutory rights you may have under the consumer laws of your country.

If you are a consumer in the European Union or the United Kingdom, you may in certain circumstances have a legal right to cancel a digital service within 14 days of purchase. Where you have consented to immediate activation and acknowledged that you lose the right of withdrawal, that right may not apply — but our 14-day money-back guarantee is offered as a goodwill measure regardless, and is in addition to any statutory rights you may have.

If you believe you are entitled to a refund under a consumer protection law that applies to you, please contact us and we will review your request in line with that law.

10. Service provider reminder

11. Changes to this policy

We may update this Refund Policy from time to time. When we do, we will revise the “Last updated” date at the top of this page. The version in effect at the time of your purchase governs the refund process for that purchase, unless a later update is more favourable to you or is required by law.

12. Contact us

For any refund request or related question, please reach us at: