Effective Date: 15/11/2024
At NEOMTV Store, we strive to provide the best IPTV service and ensure customer satisfaction. However, if you are not completely satisfied with your purchase, we invite you to review our policy on refunds and returns below.
1. Refund Policy Overview
We believe in our products and services 100%. While we work hard to ensure our IPTV subscription plans meet your expectations, we understand that they may not work perfectly for everyone at all times. If you are unhappy with your purchase or encounter an issue that we cannot resolve, we are happy to provide a refund under the conditions outlined in this policy.
2. How to Request a Refund
To request a refund, please follow these steps:
Contact Customer Support: Before disputing any charges, please contact our customer support team. Disputing charges without contacting us may result in the loss of both your money and service.
Send an Email: Email us at support@neomtv.store with the subject line: “Request for Refund.” Include the following details in your email:
Your transaction order ID.
A detailed description of the issues you are facing.
The reason for your refund request.
Provide Proof (if required): In some cases, we may ask for proof of the issues you are experiencing. We will also provide proof of our efforts to resolve the issue.
3. Refund Conditions
To be eligible for a refund, the following conditions apply:
Technical Issues: We cannot provide refunds for technical issues unless you allow us adequate time (up to 48 hours) to resolve the problem. If we are unable to resolve the issue within 48 hours, we will process your refund.
Timeframe: Refunds are only available within 72 hours of the purchase date. After 72 hours, no refunds will be processed.
Partial Refunds: For refund requests made after 72 hours, we will issue a partial refund based on the unused period of your subscription.
Payment Processing: Refunds for credit card payments may take 20 to 90 working days to process, depending on your bank or payment provider. We are not responsible for delays in processing refunds.
4. When Refunds Will Not Be Issued
We will not issue refunds or partial refunds in the following cases:
Dissatisfaction with Channel Lineup or Performance: If you are unsatisfied with the channel lineup or performance, we recommend trying our free trial before purchasing a subscription.
Setup Issues: If you are unable to set up your device, box, or app, we will provide support to help you configure your system. Refunds will not be issued for setup-related issues.
Temporary Channel Issues: If some channels are freezing, buffering, or not working temporarily due to:
Internet fluctuations or issues with your ISP.
Issues with your device, app, or setup.
Temporary server updates or restarts (which are necessary for weekly maintenance).
Change of Mind: If you change your mind or want to switch between servers after purchasing a subscription.
5. Extended Downtime Compensation
If you are unable to use your IPTV subscription for 48 hours or more due to a server issue or any other problem caused by us, we will:
Provide a full refund for the package price, or
Add the lost time to your subscription for free, along with an extra bonus (to be negotiated).
6. Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us at:
Email: support@neomtv.store