Refund Policy
Seven days to get it working, or your money back
The Short Version
If the service does not work for you and we cannot fix it, you can request a full refund within 7 days of your purchase. That is the policy in one sentence; the detail below explains how it is applied.
Try It Before You Pay
We offer a free 24-hour trial. It costs nothing and it is the fastest way to confirm that streams play properly on your own device and internet connection, and that the channels you care about are there.
We strongly recommend using the trial first. Most refund requests come from customers who skipped it.
What Qualifies for a Refund
You are entitled to a full refund within 7 days of purchase if:
- The service will not activate or your credentials do not work, and we cannot resolve it.
- Playback fails persistently across more than one player app and cannot be traced to your own connection or hardware.
- You never received your login details and we cannot deliver them.
- A fault on our side prevents you from using what you paid for.
What Does Not Qualify
To be straightforward with you, these situations are not refundable:
- Simply changing your mind after the subscription has been activated and used.
- A specific channel, match or title not being available. Line-ups are controlled by upstream sources and can change; use the free trial to check what matters to you before buying.
- Problems caused by your own internet connection, router, or a connection slower than the 15–20 Mbps minimum.
- Problems caused by a third-party player app, including its own licence or premium tier.
- Buying the wrong plan or the wrong number of devices when a correction was offered.
- Requests made more than 7 days after purchase.
- Accounts suspended for breaching our Terms & Conditions, such as sharing or reselling credentials.
Work With Us First
Before we can process a refund we need a genuine chance to fix the problem. Most faults are resolved the same day once we know what is happening.
Open a ticket and tell us your subscription email, your device and player app, what exactly fails, and when. If we cannot get it working, the refund is straightforward and we will not make you argue for it.
How to Request a Refund
- Open a ticket on our support page or email support@vancouveriptv.com.
- Use the email address linked to your subscription.
- Include your order number and the date of purchase.
- Describe what was tried and what still does not work.
Processing
Approved refunds are returned by the same method the payment arrived: card payments are refunded to the same card, Remitly payments to the sending account, and crypto payments to a wallet address you confirm with us. We process approved refunds within 5 business days; how quickly the funds appear then depends on your bank or network.
How crypto refunds are calculated
Crypto refunds are calculated in Canadian dollars, not in coins. We refund the CAD value you originally paid, converted into the coin you used at the exchange rate on the day the refund is issued — not the rate on the day you paid.
Because crypto prices move, the quantity of BTC, USDT or ETH you receive back may be larger or smaller than the quantity you sent, even though the Canadian dollar value is the same. Stablecoins such as USDT are barely affected by this; BTC and ETH can be.
- The 10% crypto discount is part of what you paid, so the refund is based on the discounted amount actually received.
- Network (gas) fees for sending the refund are deducted from the amount returned.
- Crypto transfers cannot be reversed automatically. We can only send a refund to a wallet address you confirm to us in writing, on the same network you paid from.
- Always check the address twice. Funds sent to a wrong address you supplied cannot be recovered by us or by anyone else.
Your subscription is deactivated when a refund is issued.
Chargebacks
If something has gone wrong, contact us first. A chargeback filed without giving us the chance to resolve the issue results in the subscription being suspended, and it costs both of us time that a single email would have saved.
Your Statutory Rights
This policy does not limit any right you have under applicable consumer protection law that cannot be waived or limited by agreement, including under British Columbia consumer protection legislation. Where the law gives you a stronger remedy than this policy, the law applies.
Contact
Refund questions: support@vancouveriptv.com