Refund Policy

Our Commitment to You

At HoxyTV, we pride ourselves on the excellence of our IPTV subscription service. This policy specifies the conditions under which refunds can be processed, ensuring clarity and fairness for every customer.

Refund Eligibility

You might be entitled to a total or partial refund based on these conditions:

  • 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

To obtain a refund, please follow these steps:

  1. Connect with our support team through WhatsApp Contact us via WhatsApp.
  2. Utilize the subject line: "Refund Request".
  3. Please provide your complete name, the email linked to your subscription, and the reason for your inquiry.

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 Analysis conducted by support staff
  • Same day after approval The refund has been successfully initiated to your original payment method ({Payment Gateway 1} / {Payment Gateway 2})
  • 5–10 business days Funds depend on the bank or issuer.

You will receive email notifications at each phase. Response times could be longer during weekends or holidays.

Exceptions (When Refunds Are Not Provided)

Refunds cannot be issued in these particular cases:

  • You feel disappointed with the channel selection or content given.
  • Your internet speed is insufficient or unstable for streaming content.
  • You have infringed upon our Terms of Service, like account sharing.
  • The geo-blocking problems affecting your location are regrettably beyond our influence currently.

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)

Once your refund is approved, we process it within three business days. Nonetheless, it can take five to ten business days for the funds to show up in your account, influenced by your bank or payment provider.

Typically, refunds for a change of mind are not granted after the first 7 days. We advise reviewing our features and asking any questions before you make a subscription.

Our subscription services are set to auto-renew. Should you forget to cancel before your renewal date, please get in touch with us promptly. Refunds for renewals are reviewed case-by-case.