This policy applies to all paid plans bought through this website or through our WhatsApp support channel. It does not change any right you have under the consumer law that applies where you live. If the law gives you a stronger right than this policy, the law wins.
For how plans, terms and acceptable use work, see our terms of service. For how we handle your personal information when you make a request, see our privacy policy.
1. Try before you pay
The simplest way to avoid a refund request is to test the service first. New subscribers may be offered a one-day free trial that lets you check picture quality, channel line-up and performance on your own device and connection before spending anything. One trial is available per person and per household.
If the service does not perform well for you during the trial, tell us and simply do not subscribe. The trial costs nothing and there is nothing to refund.
2. When you can get a refund
We refund in the situations below. In each case the refund is for the affected period, not necessarily the whole term.
| Situation | What we do |
|---|---|
| The service does not work at all and we cannot fix it | Full refund of the term you paid for |
| A problem lasts for a significant part of your term and is not resolved | Refund or extension covering the affected days |
| You paid twice, or paid the wrong amount by mistake | Refund of the duplicate or overpaid amount |
| You were charged after telling us to cancel | Refund of the charge made in error |
| You cancel within a statutory cooling-off period that applies to you | Refund as required by that law, less the value of service already provided |
“Cannot fix it” means we have worked with you through our support channels, reproduced the problem and still could not provide a working service. Please give us the chance to troubleshoot before asking for a refund — most issues are solved in a few messages.
3. When a refund does not apply
So that expectations are clear, a refund is normally not available in these cases:
- Change of mind after the term has started. Subscriptions are prepaid for a fixed term and access is issued immediately, so we do not refund simply because you no longer want the service.
- Unused time after cancelling. If you cancel mid-term, your access runs to the end of the term you paid for and then stops. The unused part is not refunded, except where the law says otherwise.
- Problems with your own equipment or connection. A slow broadband line, an unsupported device, an outdated app or a misconfigured router are outside our control.
- A channel, film or series is no longer available. The line-up and catalogue change over time, and a single title or channel being withdrawn is not a fault.
- Breach of our terms. If access is ended because the subscription was shared, resold or the connection limits were bypassed, no refund is due.
- Claims made long after the fact. Please raise a problem while it is happening, within the term you paid for.
4. How to request a refund
Contact us through either channel below and include the details listed so we can find your order and act quickly:
- WhatsApp — +44 7938 593704, the fastest option.
- Contact form — iptvnetworkhub.com/contact.
Please tell us:
- the name, email address or WhatsApp number you used when you subscribed;
- the plan and the date you paid;
- the payment reference or a screenshot of the payment, if you have one;
- a short description of the problem, including your device and when it started.
Do not send full card or bank details. We never need them and will never ask for them.
5. How we handle your request
Once we have your request we will:
- acknowledge it, normally within 24 hours;
- look at the problem with you and try to fix it first, since a working service is usually better for you than a refund;
- tell you our decision, and the reason for it, within 7 days of the request;
- where a refund is agreed, process it within 3 working days of telling you.
If we need more information to decide, we will ask for it promptly so the clock does not run while we wait.
6. How refunds are paid
- Refunds are sent back through the same payment method you used, to the same account, wherever that is technically possible.
- We refund in the currency you paid in, so you receive the same amount you were charged.
- Once we have sent the refund, the time it takes to appear depends on your bank or payment provider. Card and bank refunds commonly take 5–10 working days; some providers take longer. If it has not appeared after 10 working days, contact us and we will send you the refund reference to trace it.
- Any fees charged by your own bank or payment provider when you paid are not refundable by us, because we never received them.
7. Refund, extension or replacement
A refund is not always the best answer. Where a fault has interrupted the service for a limited period, you can choose to take the affected days added to the end of your term, or a replacement term at the same value, instead of a refund. We will offer the option that fits the problem and let you decide.
8. Cancelling your subscription
Cancelling and refunding are not the same thing. You can cancel at any time by messaging us — there is no cancellation fee and no notice period:
- your access continues until the last day of the term you have already paid for, then stops;
- we do not auto-renew, so no further payment is taken unless you ask for one;
- if you cancel before a term has started, and access has not yet been issued, that term is refunded in full.
9. Your statutory right of withdrawal
Depending on where you live, consumer law may give you a right to withdraw from a distance purchase within a cooling-off period, usually 14 days. Where that right applies to you:
- you may cancel within the period and receive a refund of the amount paid;
- if you asked us to start the service immediately, we may deduct a proportionate amount for the service already supplied, and the right may end once the service has been fully provided for the term;
- tell us clearly that you are withdrawing, using the contact details above, and we will confirm in writing.
Your free trial exists so that you can make an informed decision before paying; it is separate from any statutory withdrawal right.
10. Please talk to us first
If you are unhappy with a payment, contact us before starting a chargeback or dispute with your bank. We can usually resolve the issue faster than a bank process. A chargeback raised without contacting us may result in the subscription being suspended while the dispute is open, and reconnection may take time.
If we cannot resolve a complaint through our support channels, you keep every right you have to escalate it to your bank, your payment provider or a consumer protection body where you live.
11. Changes to this policy
We may update this policy to reflect changes in the service or in the law. The “last updated” date at the top of this page always shows the current version. A change never reduces the refund rights that apply to a term you have already paid for.
12. How to contact us
For a refund request, a cancellation or any question about this policy, use either channel:
- WhatsApp: +44 7938 593704
- Contact form: iptvnetworkhub.com/contact
Please tell us what your request relates to so we can find your order quickly. This document is provided for information and is not legal advice; if you need certainty for your own circumstances, take professional advice.