Refund Policy

Last Updated: 2026

At 5TV.ca, we want every customer to enjoy a smooth IPTV experience. This Refund Policy explains when refunds may be approved, when refunds may not be approved, and what customers must do before opening a payment dispute or chargeback.

1. 7-Day Money-Back Guarantee

We offer a 7-day money-back guarantee for eligible customers. If you experience an issue with your IPTV subscription, you must contact our support team within 7 days of activation so we can review the problem and help resolve it.

Before a refund is approved, our support team may ask you to test another IPTV app, check your internet connection, restart your device, try a different server, or follow setup instructions.

2. Contact Support First

If your service is not working properly, you must contact our support team first before requesting a refund, opening a dispute, or contacting your bank.

Most IPTV issues are caused by incorrect setup, weak internet connection, unsupported apps, device problems, or temporary server maintenance. Our team will help you check the account and provide a solution as quickly as possible.

3. When Refunds May Be Approved

A refund may be approved if:

• The service cannot be activated after payment.
• The account was not delivered.
• The service does not work after our support team checks and confirms the issue.
• No working replacement or technical solution can be provided.
• The refund request is made within the 7-day refund period.

4. When Refunds May Not Be Approved

Refunds may not be approved if:

• The service has been delivered and activated successfully.
• The customer used the account successfully.
• The issue is caused by slow internet, weak Wi-Fi, device problems, or third-party apps.
• The customer entered incorrect login details.
• The customer refuses troubleshooting help.
• The customer shares the account outside the allowed device limit.
• The refund request is made after the 7-day refund period.
• The customer changes their mind after activation.

5. Device Limits

Each subscription plan has a specific device limit:

• Standard Plan: 1 device connection.
• Pro Plan: Up to 2 device connections.
• VIP Plan: Up to 5 device connections.

Using more devices than your plan allows may cause the service to stop working. Refunds will not be approved for account problems caused by unauthorized sharing or exceeding the device limit.

6. Chargebacks and Payment Disputes

If you have any problem with your subscription, you must contact 5TV.ca support first before opening a chargeback, payment dispute, or bank claim.

Opening a dispute or chargeback without contacting us first is considered a violation of this Refund Policy. If a dispute or chargeback is opened without prior communication with our support team, your IPTV account may be disabled immediately and your access to the service may be suspended.

Customers who open a dispute without allowing us to resolve the issue may lose access to the subscription while the dispute is under review.

We reserve the right to submit proof of delivery, account activation records, service usage information, payment details, order history, support messages, and communication records to the payment provider or bank in response to any dispute or chargeback.

7. False or Unnecessary Disputes

If the service was delivered, activated, and used successfully, opening a false or unnecessary dispute may result in permanent account cancellation.

To avoid service interruption, please contact our support team first. Most technical issues can be solved quickly by checking your app, device, internet connection, or account settings.

8. Refund Processing Time

If a refund is approved, processing time may depend on the payment provider, bank, or card issuer. Refunds may take several business days to appear on your statement.

9. Renewal Payments

Renewal payments are used to extend your current subscription. Once a renewal is activated and added to your account, it is considered delivered.

Refunds for activated renewals may not be approved unless there is a confirmed service issue that our support team cannot resolve.

10. Account Suspension After Dispute

If a payment dispute, chargeback, or bank claim is opened, we may suspend the related IPTV account while the dispute is under review. This is done to protect the service from payment misuse and unauthorized access.

If the dispute is resolved in our favor, the account may remain disabled or may be reactivated at our discretion depending on the case.

11. Contact Us Before Any Dispute

If you have any issue with your subscription, payment, activation, renewal, or service quality, please contact us first before opening any payment dispute.

Our team will review your issue, test your account, provide setup help, recommend another app if needed, or offer another solution when possible.

12. Contact Information

For refund requests, support issues, or payment questions, please contact us through our website:
https://5tv.ca/