Refund Policy

Last Updated: January 1, 2026

At TiviMate Premium, we strive to ensure that you are completely satisfied with your purchase. If you encounter any technical or sales-related issues, please do not hesitate to contact us. If our technical support team is unable to resolve your issue within 7 business days, you will be eligible for a full refund.

We are committed to making things right and assure you that, in the vast majority of cases, our services are stable. Any issues originating on our side are addressed promptly. Our refund policy is designed to protect you in the event of technical failures stemming from our infrastructure.

Non-Eligibility for Refunds

You will not be eligible for a refund in the following cases:

  • External Factors: If the issue arises from factors outside of our technical control, such as problems with your device, internet connection, or other third-party factors unrelated to our service capabilities.
  • Violations of Terms: If you violate our Terms of Service and your account is subsequently suspended.
  • Significant Usage (Prorated Refunds): If you have used our services for a significant amount of time. For example, if you have a 12-month subscription and experience a technical issue on our end after 8 months of trouble-free use that we cannot resolve within 7 days, you will be eligible for a partial (prorated) refund for the remaining, unused portion of your subscription.
  • Incorrect Information: If incorrect connection details are provided during the ordering process (e.g., an incorrect MAC address). Once a subscription is activated for a specific device, it cannot be transferred to another. If you wish to use the service on a different device later, a new subscription must be purchased.
    • Note: Only devices and applications using M3U playlists are eligible for switching devices under the same subscription. Devices requiring MAC codes for connection are strictly tied to the originally activated MAC address and cannot be transferred.

Operational Costs & Partial Refunds

We understand that circumstances may arise where a refund is necessary. However, please note that our standard refund process involves a partial refund of 80% of the total amount.

This 20% deduction covers various operational costs associated with provisioning the TiviMate Premium service, including:

  • Fees for generating and providing IPTV data.
  • Payment processing fees.
  • Applicable gas fees for cryptocurrency transactions.

We believe in transparency and fairness. This approach allows us to continue serving our customers while accounting for the non-recoverable costs of maintaining and delivering our service.

How to Request a Refund

If you believe you are eligible for a refund, please follow these steps. While we aim to process refunds quickly, it may take 21–30 business days for the funds to appear on your bank statement or card, depending on your financial institution’s processing times.

  1. Submit a Request: Use our official Contact Form to submit your refund request.
  2. Verify Email: Ensure you use the same email address that was used for the initial purchase.
  3. Provide Details: Include your Invoice Number and your MAC Address (if applicable to your device).

Important Legal Notice

By subscribing to our services, it is understood that you agree to our Refund Policy and our Terms and Conditions. This policy is strict but fair. We respect our customers and expect the same in return. By completing your purchase with TiviMate Premium, you explicitly agree to these terms.

Need help? Contact us today for any questions related to refunds and returns.