Refund Policy

1 Our approach to refunds

OwlIPTV is a premium IPTV service. We're confident in what we deliver and we work hard to keep our servers stable, our channels live and our support quick. We back that with a refund policy designed to be fair to both sides — refunds when something is genuinely our fault, and clear ground when an issue sits with your device, your network or how the service is being used.

By purchasing any OwlIPTV subscription, including the free trial converting to a paid plan, you agree to this Refund Policy. Please read it before you order so there are no surprises.

2 When you can request a refund

You may request a refund within 7 calendar days of your original purchase date if your subscription is unusable due to a verified server-side fault that our support team cannot resolve.

What counts as a server-side fault:

• Prolonged downtime of our servers that we cannot restore within a reasonable time.
• Subscription failed to activate after payment was received (and we cannot deliver one within 24 hours).
• Confirmed duplicate charges or accidental double billing on our side.
• Unauthorised transactions (subject to investigation and verification).
• A technical issue we cannot resolve within 48 hours of you reporting it and cooperating with our troubleshooting.

3 When refunds do NOT apply

The following are not eligible for a refund. None of these are server-side issues — they're things on your side, outside our control, or against our terms.

Device, app and connection issues:

• Your TV, Firestick, Android box, MAG, phone, tablet or other device not working correctly.
• Your IPTV player app (IPTV Smarters Pro, TiviMate, Smarters Player Lite or any other third-party app) misconfigured, outdated or incompatible.
• Slow, unstable or capped home internet — including Wi-Fi issues, weak signal, or other devices using your bandwidth.
• ISP restrictions, throttling or blocks applied by your broadband provider.
• Issues caused by a VPN, proxy or DNS service you are using.

User-side responsibility:

• Refusing or failing to update your player app when we ask, then experiencing problems caused by the outdated version.
• Refusing to follow basic troubleshooting steps before requesting a refund.
• Failing to test the service during your free trial before purchasing a paid plan.

Change of mind & usage-based:

• Change of mind, dissatisfaction with channel selection, or finding the service "isn't for you".
• Specific channels or events not being available, where the rest of the line-up is working.
• Partial or unused portions of a subscription period.
• Any request made after 7 days from the original purchase date.

Account violations:

• Accounts suspended or terminated for breach of our Terms of Service, including reselling, restreaming, sharing logins beyond your plan limit, or any unauthorised commercial use.
• Use of the service that violates applicable laws in your country.

4 How to request a refund

Refund requests must be sent directly to our support team via WhatsApp or email — refunds cannot be requested through any other channel.

Reply time: our support team reviews refund requests and replies within 1–3 business days. We'll either confirm the refund, explain why the request doesn't qualify under this policy, or come back with a fix that resolves the underlying issue.

5 How refunds are processed

• Approved refunds are returned via the same payment method used for the original purchase, where possible.
• The amount processed will be the original purchase price, less any portion of the subscription period already used.
• Once approved on our side, payment provider processing typically takes 5–14 business days to appear in your account. In some cases banks can take up to 30 days — these timeframes are set by the payment provider, not by us.
• Once a refund is issued, your subscription access is ended immediately on the corresponding plan.

6 Keep your subscription details safe

When you subscribe, we send your username, password and server URL to the email address and WhatsApp number you provide. These details are your responsibility to keep safe:

• Save the activation email we send you — don't delete it.
• Save the WhatsApp message containing your details — back up your chats if you change phone.
• Don't share your login beyond your plan's device limit — sharing risks the account being flagged or suspended, which is not refundable.
• If you lose your details we can usually re-send them, but we are not obliged to and we are not responsible for any inconvenience caused by lost credentials.

7 Chargebacks & disputes

Please contact us before raising a chargeback or payment dispute with your bank. We're a small, responsive team and almost every issue can be sorted faster directly with us than through a bank dispute (which often takes 30+ days).

Initiating a chargeback without first attempting to resolve the issue with us may result in your subscription being suspended pending the dispute, and we reserve the right to defend the original transaction with the payment provider by providing evidence of service delivery.

8 Changes to this policy

We may update this Refund Policy from time to time to keep it current, accurate or aligned with our service. The "Last updated" date at the top of this page will always show the most recent version. Continued use of the service after a change means you accept the updated policy.

9 Contact us

For all refund matters — or any question about this policy: