Refund & Cancellation Policy

Effective Date: January 18, 2026

Last Updated: January 18, 2026

1. Overview

At Stick IPTV, we strive to provide high-quality IPTV services and ensure customer satisfaction. This Refund and Cancellation Policy outlines the terms and conditions for refunds, cancellations, and subscription management. This policy complies with UK Consumer Rights Act 2015 and other applicable consumer protection laws.

By purchasing a subscription from Stick IPTV, you agree to the terms outlined in this policy.

2. Free Trial Policy

We offer a 6-hour free trial to allow you to test our service before committing to a paid subscription.

Trial Terms:

  • The trial provides full access to all channels, VOD, and features
  • Trial duration: 6 hours from activation
  • One trial per user/device/IP address
  • No payment information required for trial activation
  • Trial access automatically expires after 6 hours
  • We reserve the right to deny trial requests if misuse is suspected

Important: We strongly recommend using the free trial to evaluate our service quality, channel availability, and compatibility with your devices before purchasing a paid subscription.

3. Refund Policy

3.1 General Refund Terms

Due to the digital nature of our IPTV services, all sales are generally final. However, we offer refunds under specific circumstances as outlined below.

3.2 Refund Eligibility

You may be eligible for a refund if:

a) Technical Issues (Within 48 Hours)

  • The service experiences persistent technical problems that prevent you from accessing content
  • The issue is not related to your internet connection, device compatibility, or ISP restrictions
  • You have contacted our support team and attempted troubleshooting
  • The issue could not be resolved within 48 hours of first contact
  • Request must be made within 7 days of purchase

b) Service Not as Described

  • The service significantly differs from what was advertised (e.g., missing major channel categories)
  • Request must be made within 7 days of purchase
  • You must provide evidence of the discrepancy

c) Duplicate/Accidental Purchases

  • You accidentally purchased multiple subscriptions
  • Request must be made within 48 hours of purchase
  • The subscription has not been activated or used

d) Payment Errors

  • You were charged an incorrect amount
  • You were charged multiple times for the same subscription
  • Request must be made within 14 days of the erroneous charge

3.3 Non-Refundable Situations

Refunds will NOT be issued in the following cases:

  • Change of Mind: You decided you no longer want the service after purchasing
  • Failure to Use Free Trial: You purchased without testing the free trial first
  • Compatibility Issues: Your device or internet connection is incompatible (this should be tested during trial)
  • ISP Blocking: Your Internet Service Provider blocks or restricts IPTV access (while we work to minimize this, we cannot control ISP policies)
  • Account Violations: Your account was suspended or terminated due to Terms of Service violations
  • Partial Use: You have used the service for more than 7 days
  • Content Availability: Specific channels or content become unavailable due to licensing changes (this is beyond our control)
  • Geographic Restrictions: Content is not available in your region
  • Reseller Purchases: Refunds for subscriptions purchased through resellers must be handled directly with the reseller
  • Promotional/Discounted Subscriptions: Heavily discounted or promotional packages may have different refund terms

3.4 Refund Process

To request a refund:

  1. Contact Support: Email us at info@stickiptv.co.uk or WhatsApp +44 0000 000000
  2. Provide Details:
    • Order/transaction ID
    • Purchase date
    • Reason for refund request
    • Evidence of the issue (screenshots, error messages, etc.)
  3. Troubleshooting: Our support team may request to troubleshoot the issue first
  4. Review: We will review your request within 3-5 business days
  5. Decision: You will receive an email with the refund decision
  6. Processing: If approved, refunds will be processed within 7-14 business days

3.5 Refund Method

Refunds will be issued using the same payment method used for the original purchase:

  • Credit/Debit Card: 7-14 business days (depending on your bank)
  • PayPal: 3-7 business days
  • Cryptocurrency: Refunds for cryptocurrency payments may be issued as account credit or to the original wallet address (minus network fees)

We cannot issue refunds to a different payment method or account than the one used for purchase.

3.6 Partial Refunds

In some cases, we may offer a partial refund or account credit:

  • If you request a refund after using the service for several days
  • If only certain aspects of the service are not working
  • As a goodwill gesture in exceptional circumstances

Partial refunds are calculated on a pro-rata basis based on the unused portion of your subscription.

4. Cancellation Policy

4.1 How to Cancel Your Subscription

You can cancel your subscription at any time by:

  • Contacting our support team via email: info@stickiptv.co.uk
  • Sending a WhatsApp message to: +44 0000 000000
  • Not renewing your subscription when it expires (for non-auto-renewal plans)

4.2 Cancellation Terms

  • Immediate Effect: Cancellation requests are processed within 24-48 hours
  • Access Until Expiry: You will retain access to the service until the end of your current billing period
  • No Pro-Rata Refund: Cancelling your subscription does not entitle you to a pro-rata refund for the unused portion (unless eligible under Section 3.2)
  • Data Deletion: Your account data may be deleted 30 days after cancellation (as per our Privacy Policy)

4.3 Auto-Renewal Cancellation

If your subscription has auto-renewal enabled:

  • You must cancel at least 48 hours before the next billing date to avoid being charged
  • Cancellation requests made after this time may result in a charge for the next billing period
  • We will send you a reminder email before auto-renewal

5. UK Consumer Rights

5.1 Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your subscription within 14 days of purchase without giving a reason.

However: By using our service during this period (including the free trial), you acknowledge that you are requesting immediate service provision and waive your right to the full 14-day cooling-off period.

If you use the service and then cancel within 14 days, you may be charged a proportionate amount for the service used, and any refund will be reduced accordingly.

5.2 Faulty Digital Content

Under the Consumer Rights Act 2015, you are entitled to a refund if digital content is:

  • Faulty or not as described
  • Not fit for purpose
  • Not of satisfactory quality

If these issues occur within the first 30 days, you are entitled to a full refund. After 30 days, we will attempt to repair or provide a replacement service before offering a refund.

6. Chargebacks and Disputes

6.1 Chargeback Policy

If you dispute a charge with your bank or payment provider (chargeback) without first contacting us:

  • Your account will be immediately suspended
  • Access to the service will be terminated
  • Your account may be permanently banned
  • We reserve the right to pursue legal action for fraudulent chargebacks

Please contact us first if you have any payment concerns. We are committed to resolving issues fairly and promptly.

6.2 Disputed Transactions

If you believe you were charged incorrectly:

  1. Contact our support team immediately
  2. Provide transaction details and evidence
  3. We will investigate and respond within 3-5 business days
  4. If an error occurred, we will issue a refund promptly

7. Reseller Refund Policy

7.1 Reseller Package Refunds

Reseller packages have different refund terms:

  • Reseller packages are generally non-refundable once access is granted
  • Refunds may be considered within 48 hours if the reseller panel is not functional
  • Unused reseller credits are non-refundable

7.2 Customer Refunds (for Resellers)

If you purchased a subscription through a Stick IPTV reseller:

  • Refund requests must be directed to your reseller first
  • Resellers are responsible for managing their customer refunds
  • We are not liable for reseller-customer disputes
  • Contact us only if your reseller is unresponsive or has violated our terms

8. Exceptions and Special Circumstances

8.1 Force Majeure

We are not liable for refunds due to circumstances beyond our control, including but not limited to:

  • Natural disasters
  • Government regulations or sanctions
  • Internet infrastructure failures
  • Cyberattacks or security breaches
  • Content provider licensing changes

8.2 Service Discontinuation

If we discontinue our IPTV services entirely:

  • We will provide at least 30 days' notice
  • You will receive a pro-rata refund for any unused subscription period

9. How to Request a Refund

To request a refund, please follow these steps:

  1. Email: Send a refund request to info@stickiptv.co.uk
  2. Subject Line: "Refund Request - [Your Order ID]"
  3. Include:
    • Your full name
    • Email address used for purchase
    • Order/Transaction ID
    • Purchase date
    • Reason for refund request
    • Supporting evidence (screenshots, error logs, etc.)
  4. Alternative: WhatsApp +44 0000 000000 with the above information

10. Contact Information

For refund requests, cancellations, or questions about this policy:

  • Company Name: Stick IPTV
  • Address: [registered business address to be added]
  • Email: info@stickiptv.co.uk
  • WhatsApp: +44 0000 000000
  • Support Hours: Monday - Sunday, 9:00 AM - 11:00 PM (GMT)

11. Changes to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes constitutes acceptance of the updated policy.

12. Complaints and Dispute Resolution

If you are not satisfied with our refund decision:

  1. Contact our customer support team to escalate your complaint
  2. We will review your case with a senior team member
  3. If you remain unsatisfied, you may contact alternative dispute resolution services in the UK
  4. You may also lodge a complaint with Trading Standards or the Citizens Advice Consumer Service

Important Note: This Refund and Cancellation Policy should be read in conjunction with our Terms of Service and Privacy Policy.

Last Updated: January 18, 2026

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