Refund Policy

Our Commitment to You

At Krooz Tv, we prioritize the quality of our IPTV subscription service. This policy specifies the scenarios that may qualify for a refund, ensuring transparency and fairness for each of our customers.

Refund Eligibility

You could be entitled to a full or partial refund if these conditions apply:

  • Technical Failures: Service is completely non-functional on your compatible device for 72+ consecutive hours due to a fault on our side.
  • Duplicate Payments: Accidental duplicate charge for the same subscription period.
  • Initial 7 Day Windownew customers: Request within 7 days of first purchase after attempting support-led troubleshooting.

How to Request a Refund

To seek a refund, follow these outlined steps:

  1. Connect with our support team via Contact page.
  2. We request you use this subject: 'Refund Request'.
  3. Kindly submit your full name, the email associated with your subscription, and the reason for your inquiry.

Sample Refund Request Message

What We Need to Process Your Refund

  • Account email used at checkout
  • Order/transaction ID from {Payment Gateway Name}
  • Brief reason and steps already tried with support
  • Device/app details (e.g., Firestick + IPTV Smarters)

Processing Timeline

  • 0–3 business days Analysis carried out by the support team
  • Same day after approval Refund has been initiated to your original payment method ({Payment Gateway 1} / {Payment Gateway 2}).
  • 5–10 business days Fund availability relies on bank/card issuer.

Expect to receive email updates at each phase. Response times might be delayed on weekends or holidays.

Exceptions (When Refunds Are Not Provided)

Refunds will not be allowed in these cases:

  • You feel dissatisfied with the content or channel selection offered.
  • Your connection speed is too low or unstable for streaming content.
  • You have contravened our Terms of Service, for example, account sharing.
  • You are dealing with geo-blocking obstacles in your location that we cannot manage.

How to Avoid Refund Requests

  • Check Compatibility: Confirm your device/app supports M3U/Portal before purchase.
  • Stable Internet: Use 30 Mbps+ and 5GHz Wi Fi or Ethernet for 4K.
  • Use Setup Guides: Follow our step by step Installation page.
  • Ask Support First: Most issues are solved in minutes—please contact support.

Frequently Asked Questions (FAQ)

Refunds are processed within three business days after approval; however, it may take five to ten business days for the funds to appear in your account, based on your bank or payment provider. For status updates, please contact support.

Refunds for a change of mind are usually not granted beyond the first 7 days. We advise you to investigate our features thoroughly and address any inquiries before you subscribe. For full information, visit our Refund Policy or reach support.

Our subscriptions renew automatically. If you overlook canceling before the renewal date, please contact contact us promptly. Refunds for renewals are determined on a case-by-case basis. Read more in our Terms.