Refund Policy

1. Our 7-day satisfaction guarantee

This guarantee is offered voluntarily, on top of your legal rights. It applies to every plan, whatever its length and whatever the number of devices.

In practice, most problems are solved rather than refunded — a change of server, a different player application, or a network adjustment resolves the great majority of cases within a few minutes. But if we cannot make the service work acceptably for you, you get your money back.

2. Your statutory cancellation rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer buying online normally has 14 days to cancel.

There is an important exception for digital services delivered immediately. When you ask us to activate your subscription straight away, you are asking for the service to begin during the cancellation period. In that case:

• you expressly request that supply begins immediately, and
• you acknowledge that you lose the 14-day right to cancel once the service has been fully supplied.

By placing an order and asking for instant activation, you confirm both points. This is exactly why we offer the 7-day guarantee in section 1 — so that you are not left without protection.

If you have not yet received your credentials, you may cancel for any reason and receive a full refund.

3. Rights that always apply

Nothing in this policy limits your rights under the Consumer Rights Act 2015. Digital content and services supplied to a consumer must be:

• of satisfactory quality;
• fit for the purpose you made known to us;
• as described.

If the service falls short on any of these, you are entitled to a repair or replacement and, where that is not possible or not done within a reasonable time, to a price reduction or refund. These rights apply beyond the 7-day window.

4. When we will refund you

We will issue a full refund where:

• the service could not be activated at all;
• a persistent fault attributable to our servers cannot be resolved within a reasonable time;
• the service is materially different from what was described at the point of sale;
• you were charged twice, or charged in error;
• you cancel before receiving your credentials.

Where a fault has affected you for part of your subscription only, we will normally extend your subscription by an equivalent period rather than refund — or refund on a pro-rata basis if you prefer.

5. When we cannot refund

A refund will not normally be available where:

• the service works as described but your internet connection is insufficient or unstable. As a guide, Full HD needs 8–15 Mbps and 4K needs 25 Mbps or more, per screen;
• the problem is caused by your device — insufficient memory, or no hardware decoding for high-resolution streams;
• the problem is caused by Wi-Fi coverage in your home, and you have declined to test a wired connection;
• you have exceeded the simultaneous connection limit of your plan, including through an application left running in the background;
• a specific channel or title is unavailable, where the catalogue as a whole functions as described. Availability depends on sources outside our control;
• you have breached our terms — for example by sharing, reselling or publishing your credentials, or by commercial use;
• the request is made more than 7 days after activation and does not involve a fault covered by section 3;
• a substantial part of the subscription period has already been used without any fault being reported.

Before refusing any request, we will always try to diagnose and fix the issue with you.

6. How to request a refund

Contact us by email or WhatsApp and include:

• the email address or number used to place the order;
• the date of purchase and the plan;
• a description of the problem — and, if you can, a short video of what you see on screen;
• the device and connection type you are using.

The video helps enormously: it usually lets us identify in seconds whether the cause is the server, the network or the device.

7. How long refunds take

• Acknowledgement: within 24 hours
• Decision: within 5 working days of receiving the information we need
• Payment: within 14 days of the decision, using the same method you paid with

Depending on your bank or provider, funds may take a few additional days to appear. Where a payment method cannot be reversed — for example a bank transfer or a cryptocurrency payment — we will agree an alternative with you, such as a transfer to your account details or a credit.

8. Renewals and unused time

Subscriptions do not renew automatically, so you will never be charged unexpectedly.

If you simply change your mind partway through a subscription that is working as described, we are not obliged to refund the unused portion — but tell us anyway, as we would rather understand why and try to put it right.

9. If you are not satisfied with our decision

Ask for the matter to be escalated: write to support@british-iptv.tv with the word "Complaint" in the subject line, and we will review it afresh.

You also keep the right to raise the matter with your bank or payment provider, and to seek free advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.