Refund Policy

Our Commitment to You

YourPrimeTv is committed to delivering top-notch IPTV subscriptions. This policy details the scenarios in which refunds can be provided, ensuring an honest and fair procedure for all subscribers.

Refund Eligibility

You may be entitled to a full or partial refund in the following cases:

  • Technical Failures: Service is completely non-functional on your compatible device for 72+ consecutive hours due to a fault on our side.
  • Duplicate Payments: Accidental duplicate charge for the same subscription period.
  • Initial 7 Day Windownew customers: Request within 7 days of first purchase after attempting support-led troubleshooting.

How to Request a Refund

These are the steps you need to take to request a refund:

  1. Contact our support team via WhatsApp at Contact us via WhatsApp.
  2. Use the subject line: "Refund Request".
  3. Include your full name, the email address used for your subscription, and the reason for your request.

Sample Refund Request Message

What We Need to Process Your Refund

  • Account email used at checkout
  • Order/transaction ID from {Payment Gateway Name}
  • Brief reason and steps already tried with support
  • Device/app details (e.g., Firestick + IPTV Smarters)

Processing Timeline

  • 0–3 business days Case review by support team
  • Same day after approval Refund initiated to your original method ({Payment Gateway 1} / {Payment Gateway 2})
  • 5–10 business days Funds appear depending on bank/card issuer

Email updates will be sent to you throughout the process. Responses could take more time during weekends or holiday periods.

Exceptions (When Refunds Are Not Provided)

No refunds will be issued under these circumstances:

  • You are unhappy with the channel list or content provided.
  • Your internet connection is too slow or unstable to stream content.
  • You have violated our Terms of Service (e.g., account sharing).
  • You are facing geo-blocking issues in your country that are beyond our control.

How to Avoid Refund Requests

  • Check Compatibility: Confirm your device/app supports M3U/Portal before purchase.
  • Stable Internet: Use 30 Mbps+ and 5GHz Wi Fi or Ethernet for 4K.
  • Use Setup Guides: Follow our step by step Installation page.
  • Ask Support First: Most issues are solved in minutes via WhatsApp.

Frequently Asked Questions (FAQ)

Refunds are typically processed within 3 business days once approved, but your bank or payment processor may take 5-10 business days to display the amount in your account.

After the initial 7-day period, refunds for changed decisions are typically not offered. Please review our features and clarify any doubts before signing up.

Subscriptions are set to auto-renew. In case you don’t cancel before the renewal date, contact us without delay. Each renewal refund request is reviewed separately.