Refund policy
This refund policy covers every Vivid TV plan, from 3 months to 24. In short: if the service does not work, or the fault is on our side, tell us within 72 hours of delivery and we refund your payment. The sections below explain what counts, how to ask and what happens after the 72 hours.
The rule
You can get a refund when the service does not work on your setup, or when the fault is on our side, and you tell us within 72 hours of delivery. Delivery is the moment we email your login. The rule is identical on the 3, 6, 12 and 24-month plans.
Your login is rejected, channels will not load, or the picture cannot be made watchable after you have followed our setup and troubleshooting steps with us by email.
We sent the wrong plan, the login never arrived, or we could not activate a device we said we support, such as a MAG box.
At the time shown on the email that contains your login, not at the time you first open the player.
Four steps
To ask for a refund, email us within 72 hours of delivery from the address you ordered with. Say what is not working, on which device and in which player. We may ask you to try one or two fixes first, because most faults are a setting. If the service still fails, we refund the payment.
01
Write to us inside the 72 hours. The time your email is sent is what counts, even if we reply later.
02
Give the device, the player, one channel that fails and a speed test result from that device.
03
Many problems are a mistyped login or weak Wi-Fi. If our fix works, you keep watching.
04
If it cannot be fixed, we refund the full amount to the card you paid with and switch the login off.
The quickest way to rule out a home network fault first is the IPTV not working checklist.
The limits
The refund policy does not cover a change of mind, a request made after 72 hours, or a problem caused by your own equipment or internet connection that we have shown you how to fix. It also does not cover fees paid to third parties, such as a one-off activation fee charged by a player app.
No. After 72 hours a plan is not refundable, whichever term you chose. We still help with any fault by email for the whole term.
Not if the connection is below what a stream needs: 10 Mbps for HD and 25 Mbps for 4K, measured on the device you watch on.
No. Those are paid to the app maker, not to Vivid TV, so we cannot return them.
Email us from the address you ordered with and include the device, the player and what the screen shows. If you are inside 72 hours of delivery and the service does not work, say that you are asking for a refund. Otherwise we will send the fix and stay with you until the picture plays.
Contact Vivid TV