The short version
If StrimoIPTV does not work properly on your setup and our support team cannot fix it within 7 days of your activation, you get your money back in full. No restocking fee, no partial deduction, no arguing over which channel it was. We ask for one honest troubleshooting attempt first, because most faults turn out to be a two-minute fix — and then we refund without a fight.
1. What is covered
The guarantee exists for one situation: you paid, and the service does not deliver what this website promised. In practice that means any of the following, reported inside the 7-day window:
- Your line was never activated, or the credentials we sent do not log in.
- Streams buffer, freeze or drop constantly on your connection, across many channels, and switching you to another server node does not solve it.
- Picture quality is nowhere near the HD or 4K quality advertised, on a connection fast enough to carry it.
- Large parts of the catalogue that the plan advertises are missing or dead on your line.
- The service simply will not run on a device we listed as supported, and no player or configuration we suggest gets it working.
- You were charged twice, or charged for a plan you did not order.
The window runs for 7 calendar days from the moment your line is activated — not from the moment you paid, and not from the moment you got round to setting it up. If activation took an hour, your week starts when the credentials landed.
2. The one thing we ask first
Before a refund is processed, we ask for a single genuine troubleshooting attempt with our team. This is not a delay tactic and there is no queue to sit in: the reason is that the overwhelming majority of "it doesn't work" reports are one of four things, all fixable in minutes.
- A typo in the credentials. A trailing space after the password, or a missing character at the end of the portal URL, produces exactly the same "expired" error as a dead line.
- The wrong player. Some built-in TV players handle our streams poorly. Moving to IPTV Smarters Pro or TiviMate fixes picture problems that look like server problems.
- A server node that is busy for your region. We can move your line to a different node from our side. It takes about two minutes and it is the single most common fix for buffering.
- An ISP throttling streaming traffic. Common in some countries and easy to confirm in one test. Where it is the cause, we tell you honestly rather than pretending it is fixed.
Give us a real chance to try those, and if the problem survives it, we refund you. We do not require you to spend days on it, we do not send you round in circles, and we do not make you prove anything technical — a short WhatsApp conversation is enough.
Screenshots or a ten-second phone video of the error make this dramatically faster. Support can usually name the cause from one screenshot of the player error.
3. What is not covered
We would rather be blunt here than sell you something and dispute it later. A refund is not available in these cases:
| Situation | Why not |
|---|---|
| The 7-day window has passed | The guarantee is a trial period, not an open-ended return. After day 7 the term is yours to use. |
| Your internet is too slow or unstable for streaming | We publish the requirement clearly: roughly 15 Mbps for HD, 25 for FHD, 35+ for 4K. We cannot fix a connection we do not supply. |
| You never contacted support | The guarantee is conditional on giving us the chance to fix the fault, as set out in section 2. |
| One specific channel or event is missing | Channel line-ups change constantly and no IPTV provider can guarantee a single named channel forever. Ask us before you buy if one specific channel is the whole reason for ordering. |
| You simply changed your mind after using the service | The line has been delivered and consumed. This is a digital service activated on request. |
| Your line was shared, resold or used past the connection limit | Sharing one line across multiple households breaches the terms and voids the guarantee. |
| You bought from a reseller, not from us | Your contract is with whoever took your payment. They refund you, not us. |
| Local blocking, a court order, or an ISP restriction in your country | Outside our control and, in most cases, outside our jurisdiction entirely. |
If a single named channel, league or event is the entire reason you are subscribing, message us before ordering and ask whether it is currently on the line. We will tell you straight, and you avoid buying something that was never going to fit.
4. How to claim a refund
Three steps, no forms, no ticket numbers.
- Message support inside the 7 days on WhatsApp, Telegram or email, using the same name or email you ordered with. Say what is wrong in one or two sentences.
- Let us try to fix it. This is usually a single exchange — a settings check, or a node switch from our side. If it works, you keep watching; if it does not, we move straight to step three without you having to push.
- Ask for the refund. Confirm the payment method you used and we start it the same day. Your line is deactivated at that point, since the subscription is being unwound.
You never need to prove hardship, provide a reason beyond the fault, or speak to anyone but the team you have been messaging all along. There is no retention script and no attempt to talk you into store credit you did not ask for.
5. How and when the money arrives
Refunds are approved on the same day they are agreed. How long the money takes to reappear depends entirely on the method you paid with, and that part is not in our hands:
| Paid with | Refunded to | Typically arrives in |
|---|---|---|
| Credit or debit card | The same card | 5–10 business days, set by your bank |
| PayPal | The same PayPal account | Usually within 24–72 hours |
| Bitcoin or USDT | A wallet address you give us | Same day once the network confirms |
Two honest notes about crypto. Refunds are sent in the same coin you paid in, for the same coin amount — if the market moved between your payment and your refund, the fiat value will have moved with it, and that is not something we can control or compensate for. Network transaction fees are deducted from the amount sent, because the blockchain charges them, not us.
We refund to the original payment method only. It protects both sides against fraud, and it is why we cannot send a card payment back out as crypto or into a different person's account.
6. Partial refunds and credit
Inside the 7-day window, refunds are full — we do not deduct for the days you used. After the window, the term is not refundable, but we do not just shrug either. If a genuine service failure on our side interrupts a long plan — a multi-day outage, for instance — we compensate by extending your line free of charge for at least the time you lost, usually more. Ask, and we sort it out.
Where you would prefer it, we will always swap a refund for extra time or an upgrade instead. That is your choice to make, never ours to impose.
7. Renewals, upgrades and cancellation
There is nothing to cancel. StrimoIPTV plans are one-time payments for the period you choose — there is no recurring billing, no card stored on file, and no subscription quietly renewing at 3am on the day your term ends. When a plan expires it simply stops, and you renew only if you decide to.
That means you never need to hunt for a cancel button, email us to stop a renewal, or freeze a card to get away from us. If you want to stop, do nothing.
- Renewals carry the same 7-day guarantee only where the renewed line fails technically. A renewal you regret is not refundable, because you already know what you were buying.
- Upgrades (adding connections or extending a term mid-plan) are priced pro-rata and are not separately refundable once applied to a working line.
- Duplicate payments — if you accidentally paid twice, tell us and the extra payment is returned in full, whenever you notice it. That is a billing error, not a refund claim, and no time limit applies.
8. Resellers and credit packages
Reseller credits are wholesale stock, not a consumer subscription. Once credits are loaded into a reseller panel they can be used to create customer lines immediately, so they are non-refundable. Any unused credits stay in your panel and do not expire while the account is active.
If you bought your subscription from a StrimoIPTV reseller rather than from us directly, your refund claim goes to them, on their terms. We supply the line; they took your money and set their own policy.
9. Chargebacks — please talk to us first
If something is wrong, one message gets it resolved faster than a bank dispute will. A chargeback typically takes 30 to 90 days to conclude, and the moment one is opened we are obliged to suspend the line and hand the evidence to the payment provider — which means neither of us can do anything useful until it closes.
We have never refused a legitimate claim inside the guarantee window, and we would rather refund you in an afternoon than argue with a bank for three months. Message support first. If we have genuinely got it wrong, you will not have to fight us.
Chargebacks filed on a used, working line without contacting us are treated as fraudulent, and those accounts are not served again.
10. Your statutory rights
This policy sits on top of the law where you live; it does not replace it. Consumers in the UK and EU have rights over digital content and services that no company policy can sign away, including where a service is not as described. Note that in the UK and EU the standard 14-day cooling-off period for digital services can end once delivery begins with your agreement — which is precisely why we offer our own 7-day guarantee on top: it applies from activation, when you can actually judge the service.
Nothing here limits your rights under mandatory local consumer law.
11. Contact
Refund requests, billing questions and anything you are unsure about: message the WhatsApp number in the footer, use Telegram, or email support@strimoiptv.live. A real person answers, usually within six minutes, at any hour.
Include the email or phone number you ordered with and roughly when you ordered, and we will have your record open before we reply.