Refund policy. Fair and clear.

01Refund before service delivery

If you have completed payment but have not yet received your subscription credentials or service activation, you are entitled to a full refund, provided that:

• No account has been provisioned on our end.
• No service details (login, M3U link or activation code) have been sent to you.

To qualify, you must submit your refund request before the subscription is activated. Once your service has been activated and credentials delivered, this section no longer applies.

02No refund after service activation

IPTV subscriptions are classified as digital products. Once your subscription has been activated and service credentials delivered, the product is considered fully consumed and no refund will be issued under any circumstances.

By completing your purchase, you acknowledge that:

• Digital services cannot be “returned” in the same manner as physical goods.
• You agree to this non-refundable condition upon activation.

03Resellers and business purchases

Purchases made by resellers, or made for any business or commercial purpose, are completely and permanently non-refundable. This applies in every case — before or after activation — and no exception is made.

04Non-refundable circumstances

Refunds will not be issued under any of the following circumstances:

• Device or app incompatibility: the service does not work on a specific device or application that does not support our streaming format. A list of recommended and compatible applications is provided in our documentation, and it is the customer’s responsibility to verify compatibility before purchasing.
• User misconfiguration or setup errors: the service works correctly but the issue comes from incorrect setup on the customer’s side — for example, our configuration instructions were not followed, or unsupported or modified settings were applied without guidance from our team.
• ISP blocking without attempting alternatives: your Internet Service Provider blocks access to our service and you have not tried the alternatives we provide, including VPN use, proxy configuration and IP rerouting. Refunds are only considered once all provided alternatives have been exhausted.
• Expired subscriptions or trial periods: your subscription term has ended, or your free trial has expired. No refund request will be accepted, regardless of usage during the active period.

05Alternative solutions before any refund

Before any refund request is reviewed, our support team will work with you to resolve the issue, and you are required to fully follow all technical guidance provided. Alternative solutions include:

• Backup server access: we can switch your connection to alternative servers to keep the service running during outages or regional issues.
• VPN and IP rerouting: we provide VPN recommendations to bypass ISP restrictions, and IP rerouting configurations to restore access.
• Device reconfiguration: our team can help reconfigure your device and adjust application settings to resolve playback or connectivity issues.
• Alternative apps and portals: we can recommend other IPTV applications compatible with your device, and provide access to alternative streaming portals.
• Additional technical solutions: further troubleshooting, configurations or workarounds may be offered case by case to keep the service running.

Important:

• Full cooperation with our support team is mandatory.
• All instructions and technical guidance must be followed precisely.
• Failure to follow the recommended solutions will result in automatic denial of the refund request.
• You must attempt every alternative offered before a refund is considered.

06Refund methods and processing

If your refund request is approved, the refund is processed as follows:

• Available methods: PayPal or bank transfer.
• Processing time: 5 to 10 business days after approval.
• Currency: the refund is issued in the original payment currency.
• The refund method will match the original payment method whenever possible.

07How to request a refund

• Step 1 — Contact support: email Not connected yet with the subject line “Refund Request”, or call us on Not connected yet. Include your account details in the message.
• Step 2 — Provide documentation: payment proof (receipt, transaction ID or screenshot), your account email address, and a clear, detailed description of the issue.
• Step 3 — Resolution period: we respond within 14 calendar days of receiving your request. During this time we will try to resolve the issue using the alternative solutions in section 5. A final decision on the refund is made only after all resolution attempts are complete.

08Fraud prevention

IPTV Kopen reserves the right to deny any refund request if suspicious or abusive activity is detected, including but not limited to:

• Repeated or excessive refund attempts.
• Abuse of customer support channels.
• Use of fraudulent or unauthorised payment methods.
• Registration with temporary or disposable email addresses.
• Chargeback abuse, or disputes filed without contacting support first.

Accounts flagged for fraudulent activity may be permanently suspended without prior notice. Suspended accounts are not eligible for any refund.

09Policy changes

IPTV Kopen reserves the right to update or modify this refund policy at any time without prior notice. Changes take effect immediately upon publication on our website, and continued use of IPTV Kopen services after any change constitutes acceptance of the revised policy. We recommend reviewing this page periodically.

10Contact

• Email: Not connected yet
• Phone: Not connected yet