Refund Policy

1. The guarantee

This policy is offered by TiviMatePremium.shop, which you can reach at support@tivimatepremium.shop or on WhatsApp at +1 (581) 662-9976.

If this is your first order and the service does not work on your device, you can ask for a full refund within 7 days of receiving your login. We want you to be confident that the plan runs on your own equipment before you commit to it.

2. How to claim

Message us on WhatsApp at +1 (581) 662-9976 within the 7 days. Tell us your device, the app you used and what happened. We will first try to fix the problem, because most issues come from a setting that takes minutes to change. If it still does not work, we refund you.

3. How refunds are paid

Refunds go back through the method you paid with, where that is possible. Timing depends on the payment provider or bank. We confirm the refund to you on WhatsApp and tell you what to expect.

4. What is covered

The guarantee covers the IPTV subscription we sold you when it does not work on the device you tried, after reasonable support from us. It applies once per person, to the first order.

5. What is not covered

Problems caused by a very slow connection, an unsupported device that cannot run any compatible player, or misuse in breach of the Terms of Service. TiviMate Premium and any app fees, such as the one-time fee some players charge per device, are paid to those developers and are not ours to refund.

6. Renewals and cancelling

Renewal orders are not covered by the first-order guarantee. Plans do not renew automatically, so there is no subscription to cancel: a plan simply ends at the end of its paid period, and you only pay again when you ask us to renew.

7. Your legal rights

This guarantee is in addition to, and does not limit, any rights you have under the consumer law of your country.

8. Claim checklist

• Message us on WhatsApp within 7 days of receiving your login.
• Say which device and app you used.
• Describe what happened, with any error text you saw.
• Try the fix we suggest, which usually takes a few minutes.
• If the service still does not work on your device, ask for the refund and we process it.

9. Examples

A refund applies if, for example, the login never loads on your Fire TV Stick after we have walked through the setup, or a channel category you were promised is missing from your list. A refund does not apply if the service works but you decide you prefer another provider after the seven days, or if your broadband is too slow to stream any service.

10. Timelines

We aim to answer claims the same day and to confirm the refund within a few days. Your bank or payment provider then decides how long the money takes to arrive, which can range from a few hours for a wallet to several business days for a bank transfer.

11. Changing plans instead

If the plan is fine but the number of devices is wrong, message us on WhatsApp before claiming a refund. We confirm the options and the price, and you may find a change is quicker than starting again.

12. Why we offer the guarantee

IPTV works on most devices but not every one, and the quickest way to know is to try it on your own equipment. The guarantee covers the case where the service does not run on the device you bought it for, or where a problem appears that neither of us could fix.

13. Chargebacks

Please contact us before you ask your bank or card provider to reverse a payment. We resolve most problems within a day, and a direct refund is faster than a dispute. If a chargeback is opened while a refund is being processed, we may pause the processing until the bank closes its case.

14. Contact

Claims go through WhatsApp at +1 (581) 662-9976. Email support@tivimatepremium.shop for order records. Both are listed on the contact page, and how we keep claim records is explained in the privacy policy.