Last updated: the date shown at the top of this page.
Request period
A customer may request a refund review within 7 calendar days after first activation. The request must be sent through the official support channel and include the order reference.
Troubleshooting requirement
Before a technical refund is decided, the customer must provide the device model, app name, internet connection type and error details, and allow support a reasonable opportunity to diagnose the issue. This distinguishes a service fault from an unsupported app, device limitation or local connection problem.
When a refund may be declined
- The request is made after the stated request period.
- Credentials were shared, resold, altered or used beyond the purchased connection limit.
- The customer refuses reasonable setup or diagnostic steps.
- The problem is caused by the customer’s internet connection, device, app licence, VPN, router or third-party platform.
- The request concerns a specific channel or title that was not confirmed in writing before purchase.
- A material portion of the subscription period has already been used.
Content and application changes
Channel, title and application availability can change because of rights, regional, supplier or platform decisions. A single temporary outage does not automatically qualify the full order for a refund. Support will assess the duration and material effect of the issue.
Approved refunds
Approved refunds are returned through an available method agreed with the customer. Bank, card, processor, currency-conversion and network delays are outside ZA IPTV’s control.
This policy must be read with the Terms of Use. Mandatory consumer rights under applicable law are not excluded.