1 7-Day Money-Back Guarantee
At IPTV Surrey, we prioritize reliable server uptime and customer satisfaction. To ensure confidence in our streaming service, all new subscription plans are backed by our conditional 7-Day Money-Back Guarantee from the original timestamp of activation.
2 Refund Eligibility Criteria
You may be eligible for a full or prorated refund under the following verified circumstances:
- Severe Server Downtime: Persistent, verified server outages directly from our nodes lasting more than 48 consecutive hours that our engineering team cannot resolve.
- Activation Failure: If our automated system fails to deliver your valid Xtream Codes credentials or playlist link within 24 hours of verified payment.
- Unresolvable Compatibility: If our technical support desk confirms that our stream protocols cannot run on your specific, supported device despite full troubleshooting.
3 Non-Refundable Situations
Refunds will not be granted under the following scenarios:
- Expired Guarantee Window: Requests submitted after the 7-day activation window has passed.
- Client Internet Issues: Buffering caused by insufficient local broadband speed (less than 15–20 Mbps), unstable Wi-Fi signals, or local ISP throttling.
- Third-Party App Charges: Activation fees paid to third-party player applications (such as IBO Player, Smart IPTV, or TiviMate Premium) are external and cannot be refunded by us.
- Multiple Simultaneous Streams Violation: Account suspensions resulting from attempting multiple concurrent connections on a single-device plan.
- Change of Mind: Simple change of personal preference after receiving and utilizing active credentials without technical failure.
4 Technical Support Requirement
Before issuing a refund, our 24/7 technical team requires an opportunity to troubleshoot the reported problem. Over 95% of streaming issues are resolved within minutes through:
- Rerouting your connection to an alternate Canadian server node.
- Recommending optimized player application cache settings.
- Refreshing your account playlist and EPG configuration.
5 How to Request a Refund
To submit a formal cancellation and refund request, contact our support desk directly via WhatsApp with the following details:
- Your registered IPTV Surrey username and payment reference.
- A brief description of the technical issue encountered.
- Screenshots or details of your internet speed test and device model.
6 Processing & Payment Reversal
Once a refund is approved by our billing department:
- Your streaming account credentials will be deactivated immediately.
- Refunds are returned via the original payment channel used during checkout (PayPal, USDT, etc.).
- Reversals typically reflect in your account within 24 to 72 business hours, depending on the financial institution or blockchain network confirmations.