Refund Policy

1. Our Commitment

At ProiTV, we are committed to providing a high-quality IPTV streaming service. We stand behind our product and want you to be completely satisfied with your purchase. This Refund Policy outlines our 14-day money-back guarantee and the conditions under which refunds are processed.

We strongly recommend using our free trial before purchasing a subscription to ensure our service meets your expectations.

2. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee on all new subscription purchases. This applies to your first subscription only.

2.1 Eligibility Requirements

You are eligible for a full refund if:

• You request a refund within 14 days of your initial purchase date
• This is your first subscription with ProiTV
• You have attempted to resolve any technical issues with our support team
• Your account has not been used to violate our Terms of Service

2.2 What's NOT Covered

The 14-day guarantee does NOT apply to:

• Subscription renewals or extensions
• Re-subscriptions after a previous cancellation
• Accounts suspended for Terms of Service violations
• Requests made after 14 days from the purchase date
• Free trials (no payment required)

3. How to Request a Refund

To request a refund under our 14-day money-back guarantee, please follow these steps:

Step 1: Contact Support

Reach out to our support team via:

• Email: refunds@proitv.com
• Support Portal: Login to your account and submit a support ticket
• Live Chat: Available 24/7 on our website

Step 2: Provide Required Information

Include the following in your refund request:

• Your account email address
• Order number or transaction ID
• Reason for refund (optional but helps us improve)
• Brief description of any issues encountered

Step 3: Verification Process

Our team will:

• Verify your purchase date and eligibility
• Attempt to resolve any technical issues (if applicable)
• Process your refund request within 1-2 business days

4. Refund Processing Timeframe

Once your refund request is approved, the processing time varies depending on your payment method:

4.1 Credit/Debit Card Payments

• Processing: 1-2 business days
• Bank Processing: 5-10 business days
• Total Time: Up to 12 business days

4.2 PayPal Payments

• Processing: 1-2 business days
• PayPal Credit: Immediate
• Total Time: 2-3 business days

4.3 Cryptocurrency Payments

• Refunds require a valid PayPal or bank account
• Cannot refund to original crypto wallet
• Processing: 3-5 business days

Note: Actual refund time depends on your bank's processing speed. We are not responsible for delays by payment processors or banks.

5. Partial Refunds (After 14 Days)

If you experience unresolved technical issues after the 14-day guarantee period, we may offer a partial refund on a case-by-case basis.

5.1 Pro-Rated Refund Calculation

If eligible, we calculate refunds based on unused subscription time:

5.2 Conditions for Partial Refunds

• Persistent technical issues confirmed by our support team
• Service outage lasting more than 48 hours
• Complete service unavailability in your region
• Account in good standing (no TOS violations)

Important: Partial refunds are granted at our discretion and require documentation of attempted troubleshooting with our support team.

6. Non-Refundable Situations

We cannot provide refunds in the following cases:

• After Subscription Expiry: Once your subscription period ends
• Terms Violations: Accounts suspended for sharing, reselling, or fraudulent activity
• Internet Issues: Problems caused by your ISP, slow connection, or network configuration
• Device Compatibility: Issues with unsupported or outdated devices
• User Error: Incorrect setup, wrong login credentials, or misconfiguration
• Content Expectations: Dissatisfaction with channel selection (test with free trial first)
• Change of Mind: After using the service for more than 14 days
• Promotional Pricing: Special discount codes or promotional offers may have different refund terms

7. Cancellation Policy

7.1 How to Cancel

You can cancel your subscription at any time:

• Login to your account dashboard
• Navigate to "Subscription Settings"
• Click "Cancel Subscription"
• Confirm cancellation

7.2 What Happens After Cancellation

• Auto-renewal will be disabled immediately
• You retain access until the end of your current billing period
• No refund for remaining time (unless within 14-day window)
• You can reactivate anytime before expiration

7.3 Auto-Renewal Notice

To avoid being charged for the next billing cycle, cancel at least 24 hours before your renewal date.

8. Chargebacks and Disputes

Please contact us before filing a chargeback. We are committed to resolving all issues fairly and promptly.

8.1 Consequences of Chargebacks

If you initiate a chargeback without contacting us first:

• Your account will be immediately suspended
• Access to the service will be terminated
• You may be blocked from future purchases
• Chargeback fees may be passed to you if the claim is invalid

8.2 Dispute Resolution

We encourage customers to work directly with us to resolve payment disputes. Our refund process is fast and fair—contact us first at refunds@proitv.com.

9. Technical Issue Resolution

Before requesting a refund for technical issues, please allow us to help:

9.1 Our Support Commitment

• Response Time: Within 30 minutes (24/7)
• Resolution Rate: 87% of issues fixed within 24 hours
• Troubleshooting: Step-by-step guidance for common issues

9.2 Common Solvable Issues

Many refund requests are avoided by fixing:

• Buffering problems (internet speed optimization)
• Login errors (credential reset)
• Device setup (configuration assistance)
• Channel access (subscription verification)

10. Contact Information

For refund inquiries or assistance, contact us:

11. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Significant changes will be communicated via email to active subscribers.

Your continued use of the service after policy changes constitutes acceptance of the modified policy.

12. Fair Use Policy

To maintain fairness for all customers, we reserve the right to:

• Deny refunds to accounts with a history of repeated refund requests
• Investigate suspicious refund patterns or potential abuse
• Require additional verification for high-value refunds
• Terminate accounts that abuse the refund policy