Refund Policy

Our Commitment to You

We at Voco IPTV ensure the reliability of our IPTV subscription service. This policy explains the scenarios where refunds can be provided, maintaining a straightforward and just approach for all clients.

Refund Eligibility

You might qualify for a complete or partial refund based on the following conditions:

  • 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 initiate a refund, adhere to these instructions:

  1. Contact our support team via WhatsApp at Contact us via WhatsApp.
  2. Use the subject line: "Refund Request".
  3. Include your full name, the email address used for your subscription, and the reason for your request.

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 Case review by support team
  • Same day after approval Refund initiated to your original method ({Payment Gateway 1} / {Payment Gateway 2})
  • 5–10 business days Funds appear depending on bank/card issuer

You’ll receive an email update for every step. Response times can be extended during weekends or holidays.

Exceptions (When Refunds Are Not Provided)

In the following cases, refunds are not applicable:

  • You are unhappy with the channel list or content provided.
  • Your internet connection is too slow or unstable to stream content.
  • You have violated our Terms of Service (e.g., account sharing).
  • You are facing geo-blocking issues in your country that are beyond our control.

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 via WhatsApp.

Frequently Asked Questions (FAQ)

After approval, refunds are handled within 3 business days, but the funds may take 5-10 business days to reflect in your account, depending on your bank or payment provider.

After the initial 7-day window, refunds for a change of mind are usually not offered. We encourage you to examine our features and seek answers to any questions prior to subscribing.

Auto-renewal applies to all subscriptions. In case you overlook canceling before the renewal date, notify us immediately. Refunds for renewals are determined based on individual circumstances.