Tivimate Pro Refund Policy
This Refund Policy explains when refunds or credits may be available for Tivimate Pro subscription plans. It is designed to be fair and transparent while recognising that IPTV service quality can depend on factors such as your internet connection, hardware, and the IPTV player app you choose.
Tivimate Pro provides an IPTV subscription that works with compatible IPTV players. We do not own or develop third-party IPTV player applications, but we provide general setup guidance. Please review this policy carefully before requesting a refund.
Our General Refund Approach
Tivimate Pro aims to provide a stable IPTV subscription service and responsive support. In some situations, a refund or credit may be appropriate when the service cannot reasonably be used as described and the issue cannot be resolved within a reasonable period.
This policy describes eligibility, conditions, and the process for requesting a refund. It does not cover issues caused solely by third-party IPTV apps, local device problems, or internet connectivity outside our control.
Refund Eligibility
Technical Issues We Cannot Resolve
If you experience persistent technical issues directly related to the Tivimate Pro subscription (for example, access to channels or contents consistently failing) and our support team cannot resolve the problem within a reasonable timeframe, you may be considered for a refund or credit. We may ask you to complete basic troubleshooting steps, including verifying your internet connection and IPTV player configuration.
Extended Service Unavailability
If the Tivimate Pro service is unavailable for an extended period due to issues on our side, and this significantly affects your ability to use your active subscription, we may offer a refund or service credit for the affected period. Short maintenance windows or brief disturbances are normally not refundable.
Billing Errors
If you are charged incorrectly for your Tivimate Pro subscription due to a billing error on our side, we will correct the mistake and refund any overcharged amount where appropriate. We use reputable payment processors, but errors can occur and will be addressed as quickly as possible.
How Our Refund Process Works
Step 1: Contact Our Support
The first step is to reach out to our customer support team. We want to understand your issue and do everything possible to resolve it before considering a refund. Our team is trained to help with technical issues and will work with you to find a solution.
Step 2: Issue Assessment
We'll assess your issue and determine if it's something we can resolve or if a refund is appropriate. We may ask for additional information or request that you try certain troubleshooting steps to help us understand the problem better.
Step 3: Resolution or Refund
If we can resolve your issue, we'll do so promptly. If the issue cannot be resolved and meets our refund criteria, we'll process your refund within 5-7 business days. We believe in quick, fair resolution of all customer concerns.
Step 4: Follow-up
After processing your refund, we'll follow up to ensure you're satisfied with the resolution. We also use feedback from refund requests to improve our service and prevent similar issues for other customers.
Refund Conditions and Limitations
Time Limitations
Refund requests must be submitted within 30 days of your subscription purchase. This timeframe allows us to address issues promptly while ensuring that refunds are requested for legitimate concerns rather than extended use of our service.
Cooperation Required
To be eligible for a refund, you must cooperate with our support team's troubleshooting efforts. This includes providing requested information, trying suggested solutions, and allowing reasonable time for issue resolution. We want to help you get the most out of our service.
Usage Limitations
Refunds are not available for customers who have used our service extensively or for extended periods. We believe in fair use of our refund policy and expect customers to give our service a reasonable chance before requesting a refund.
What's Not Covered by Our Refund Policy
Change of Mind
We don't offer refunds simply because you've changed your mind about our service. We provide detailed information about our offerings, including our 40,000+ channels and 100,000+ VOD titles, and we encourage you to review this information carefully before subscribing. We also offer a free trial so you can experience our service before committing.
Content Availability
Content availability may vary based on licensing agreements and regional restrictions. We work with legitimate content providers to ensure the broadest possible selection, but we cannot guarantee that specific content will always be available. This is standard across all IPTV services and is not grounds for a refund.
Account Sharing Violations
If your account is suspended or terminated due to violations of our terms of service, such as unauthorized account sharing or prohibited activities, you will not be eligible for a refund. We have clear policies in place to protect our service and other customers.
Alternative Solutions We Offer
Service Credits
Instead of a full refund, we may offer service credits that extend your subscription period. This allows you to continue enjoying our premium IPTV service while we work to resolve any issues you've experienced. We believe this often provides better value than a refund.
Plan Downgrades
If you're experiencing issues with a higher-tier plan, we may offer to downgrade you to a more suitable plan and provide a credit for the difference. This ensures you can still enjoy our service at a level that works for your needs.
Technical Support
Our technical support team is available to help resolve any issues you encounter. We have extensive experience troubleshooting IPTV problems and can often resolve issues that might seem complex. We're committed to helping you get the most out of our service.
Account Pause
In some cases, we may offer to pause your subscription temporarily while we work to resolve issues. This prevents further charges while maintaining your account and settings for when you're ready to resume service.
How to Request a Refund
Contact Our Support Team
To request a refund, please contact our customer support team through our website or email. We'll need your account information, order details, and a description of the issue you're experiencing. We're here to help and will guide you through the process.
Required Information
When contacting us, please provide your account email, order number, subscription plan details, and a detailed description of the issue. The more information you can provide, the faster we can assess your situation and provide an appropriate resolution.
Response Time
We aim to respond to all refund requests within 24 hours. We understand that timely communication is important when you're experiencing issues, and we're committed to providing quick, helpful responses to all customer inquiries.
Need Help? We're Here for You
Contact Us First
Before requesting a refund, we ask that you contact our support team so we can review the issue and attempt to resolve it. Many problems can be fixed by adjusting settings in your IPTV player app or resolving connectivity issues.
Email Support
support@tivimateproiptv.com
Website
https://tivimateproiptv.com
Address
44 Charles Street, MA Boston, US
Our Promise to You
We're committed to providing a reliable IPTV subscription that can be used with compatible IPTV player apps. If you are not satisfied with the service, please let us know so we can review your case under this Refund Policy and look for an appropriate solution.
Our Commitment to Excellence
Fair and Transparent Treatment
This Refund Policy is intended to set clear expectations about when refunds or credits may be granted for the Tivimate Pro subscription service. It should be read together with our Terms of Service and other legal pages.
Using Feedback to Improve
We use information from customer interactions, including refund requests, to improve our service, documentation, and onboarding guidance for IPTV player setup.
Independent from IPTV Player Apps
Tivimate Pro is separate from third-party IPTV player applications. This policy governs refunds for the IPTV subscription service only, not for any IPTV player apps you may use to access your subscription.