Refund Policy

Summary

We hope you are happy. This policy clarifies the conditions for refunds and how to request one.

1. Cooling-off & digital content

If you live located in the United Kingdom or Europe and Africa (including Gibraltar), you typically are entitled to an 14-day cooling off period to online purchase. For digital content or services that start immediately the right to cancel can be removed when streaming or access begins by obtaining your permission. When you check out, we will request that you:

  • Indicate that you would like immediate access to your account immediately.
  • Accept that you acknowledge that you lose your right to cancel after access starts.
    If you would like to retain the cooling-off rights, you can delay activation until 14 days after the expiry date and don’t begin using the Service.

2. IPTV Gibraltar 7-day guarantee (first-time purchase)

For customers who are first-time buyers, if the Service is not working on your network or compatible device and we are unable to fix the problem after seven calendar days after purchase we’ll offer the customer with a 100% refund. To qualify, you must:

  • contact support@iptvgibraltar.com within 7 days with your order ID, device model, app/version, and error details;
  • Try the reasonable troubleshooting suggestions we’ll provide.

3. The item that can you do? What is not non-refundable

  • Renewals are granted within the first 7 days from the date of purchase.
  • Problems are caused by the device, application misconfiguration, VPN/proxy, geo-blocks or restrictions from your ISP, or an insufficient speed for internet.
  • Changes to third-party channel lineups EPG, channel line-ups or content availability that are beyond our control.
  • Trials for promotional purposes, one-time setup costs or discounts on add-ons when the product is delivered.
  • Accounts are banned for violating Terms.

4. Partial refunds & service disruptions

If we decide to permanently stop access to the service in your area or are unable to provide access for longer than 72 consecutive hours due to problems beyond our reach, we could provide the option of a pro-rata refund or credit for the period affected.

5. How do I request a refund?

Email billing@iptvgibraltar.com from your account email with: order ID, purchase date, reason for refund, steps already tried, and screenshots/logs if applicable. We’ll get back to you within two working days.

6. Refund method & timing

Refunds approved for approval are sent according to your initial payment mode in between 7 and 10 work day (processing times are dependent on the bank or service).

7. Chargebacks

Contact us first. Incorrect chargebacks could lead to account suspension or sent to collections.

Contact (billing): billing@iptvgibraltar.com | support@iptvgibraltar.com

4) Contact Us

We’re here to assist you.

Contact Form (suggested fields): Name, Email and Order ID (if there is one) Subject, message, attachment (optional). Include a consent box: “I agree to the Privacy Policy and to be contacted about my request.”

Time to respond: We aim to respond to you within 24 hours of working days.

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