Refund Policy

1. The guarantee

If the service does not work properly for you, and our support team cannot resolve the problem within 7 days of your purchase, we refund you in full. There is no restocking fee, no administrative charge and no requirement to explain yourself at length.

The 7 days run from the moment your credentials are delivered, not from the moment you get around to installing anything.

2. The one thing we ask

Give us a chance to fix it first. This is not a delaying tactic and we are not going to string you along.

The reason we ask is that the large majority of refund requests we receive turn out to be a router setting, a Wi-Fi band, a player buffer set to one second, or a login entered with the M3U method instead of the Xtream Codes method. All of these are five-minute fixes, and a refund solves none of them, because the same problem will follow you to the next provider.

If we cannot fix it within the guarantee window, you get your money back. If we can fix it, you keep a working service. Either outcome is better than a refund and an unresolved problem.

3. What qualifies for a refund

• The service does not work on your device and we cannot make it work.
• Streams buffer persistently despite adequate internet speed measured at the device, and we cannot resolve it by moving your line to a different server node.
• Channels you specifically asked about before purchasing turn out not to be carried.
• Your credentials were never delivered and we cannot deliver them.
• You were charged more than once for the same subscription.
• You were charged an incorrect amount.
• We discontinue the service during your prepaid term, in which case the unused portion is refunded on a prorated basis.

4. What does not qualify

We would rather set this out plainly than surprise anyone at the point of asking.

• Requests made after the 7-day window. Beyond that point, refunds are at our discretion and are usually declined for change-of-mind requests. Genuine service failures are a different matter and we will always look at them.
• Your internet connection is inadequate. If a speed test on the streaming device shows less than the bandwidth required for the quality you are trying to watch, that is not a fault in our service. We will tell you plainly what the diagnostics show.
• Change of mind with no service issue. Which is precisely why the free 24-hour trial exists and carries the complete library.
• You declined to let us troubleshoot. If you will not tell us what is wrong, we cannot fix it, and we cannot verify the claim.
• Breach of the terms. Accounts terminated for credential sharing, resale, commercial use without agreement, or circumvention of connection limits are not refunded.
• A specific channel is temporarily unavailable at source. Individual channel outages are re-sourced, usually within hours. Sustained loss of a large portion of the lineup is a different matter and does qualify.

5. How to request a refund

Email support@iptvhub.ca from the address on your account. Include:

• The email address you ordered under
• The approximate date of purchase
• What is wrong, in as much detail as you can
• What troubleshooting you have already tried

We acknowledge within one business day, usually within an hour during 8:00 am to 12:00 am et, 7 days a week. If troubleshooting is appropriate we will suggest it. If it is not, or if it fails, we approve the refund.

You do not need to phone anyone, sit through a retention pitch, or navigate a cancellation flow. There is no cancellation flow, because subscriptions do not auto-renew.

6. How long refunds take

We approve and submit refunds within two business days. Because we take card payments only, every refund goes back to the card that paid, through Stripe.

• Our side: the refund is submitted to Stripe within two business days of approval, and usually the same day.
• Credit cards: typically five to ten business days to appear on your statement, depending on your issuing bank.
• Debit cards: often slower than credit, up to ten business days, because the funds route back through the issuing bank rather than reversing an authorisation.
• Apple Pay and Google Pay: these are card wallets, so the refund follows the timing of the underlying card.

Refunds are always made to the original card. We cannot refund to a different card, to a bank account, or by any other method. If the original card has expired or been cancelled, your bank will normally still route the refund to the replacement card on the same account; if it does not, contact your bank, since at that point the funds are with them rather than with us.

Stripe does not return its processing fee to us on a refund. We absorb that cost rather than deducting it from what you get back, so a refund is always for the full amount you paid.

7. Prorated refunds and upgrades

Outside the guarantee window we do not offer prorated refunds for the unused portion of a term, with two exceptions: if we discontinue the service, or if we make a material change to these terms that you do not accept.

Connection upgrades are prorated in your favour. If you upgrade from two to three connections halfway through a twelve-month plan, you pay only the difference for the remaining days. Downgrades within a term are not refunded, since the cheaper plan was available to you at purchase.

8. Chargebacks

If you have a problem, contact us before initiating a chargeback with your bank. Chargebacks cost us a fee regardless of the outcome and they take considerably longer to resolve than emailing us does.

We will always try to resolve a legitimate complaint directly, and our record on this is why our refund rate is low. Accounts subject to a chargeback are suspended pending resolution.

9. Your statutory rights

This policy sits alongside, and does not limit, any rights you have under provincial consumer protection legislation. Nothing here removes a right that applicable Canadian law gives you.