1. Compatibility period
New direct subscriptions may be eligible for a refund request within 24 hours of first activation when a verified technical problem prevents use and support cannot resolve it. A free trial, when available, is the recommended way to test device and network compatibility before buying.
2. Eligibility
To be considered, contact support within 24 hours, provide the order reference and describe the issue and troubleshooting completed. The account must not show substantial successful use, credential sharing, abuse or a breach of the Terms.
3. Exclusions
Refunds are generally unavailable for change of mind after activation, expired request periods, partial unused time, third-party app fees, weak or unavailable internet, unsupported devices, blocked local networks, customer configuration errors that support can resolve, or accounts suspended for misuse. Statutory rights remain unaffected.
4. How to request
Email support@octoiptv.store from the address used to order. Include the order number, device, player, error and steps already tried. Do not include your password.
5. Decision and payment
We may request reasonable diagnostic information and will confirm the decision by email. Approved refunds are returned to the original payment method. Processing time depends on the payment provider and may take 3–10 business days after approval.
6. Chargebacks
Please contact support first so we can investigate promptly. Fraudulent or abusive payment disputes may result in account suspension and submission of relevant order and usage evidence to the payment provider.
7. Information that helps us review a request
For a faster review, send the order or invoice reference, activation time, device model, IPTV player name, connection type and a short description of what happens on screen. Explain whether the issue affects every channel or only one category and whether the same result occurs on another supported device or network. Screenshots may be useful when they do not expose usernames, passwords, payment data or private account details. Support may suggest reasonable troubleshooting before a decision is made.