What the guarantee actually says
Where an IPTVGREAT plan cannot be made to play on your device and support has run out of fixes, the whole payment comes back, so long as the claim reaches us inside the first 7 days after activation. It applies to every term length and every stream tier on a first purchase. No restocking charge is taken and nothing is held back for the days you used before it failed.
When the 7 days start and stop
The clock starts the moment your login is issued, not the moment you get round to setting it up, and it runs for 7 full days. A claim raised on day seven is in time. A claim on day nine is not, however reasonable it sounds. If setting up is going to be delayed because you are traveling or waiting on a device, say so when you order and the login can be issued on the day you are actually ready.
Try it first and this page may never matter
The free 24-hour trial exists so that the refund question rarely comes up at all. It is a full account with no card attached, and an hour with it on your own screen settles what a week of reading cannot. Where you can, take the trial at the place you will actually be watching, because the connection there is what decides the outcome.
Claims we pay
Streams that will not play at all on a device the setup guides cover, after you have followed the guide and worked through it with support.
Buffering that persists once support has changed the server, the player, the stream format and the decoder settings, and that does not match a slow or unstable connection at your end.
Channels that were listed on the channel list page on the day you paid and are missing from the account you received.
A login that never arrived at all, or one issued for a different plan from the one you paid for.
Claims we do not pay, and the reason for each
Changing your mind once the service has been working. Nothing is broken in that case, and the trial was there for exactly this question.
A connection that cannot carry the stream. Roughly 10 Mbps is needed for HD and a steady 25 Mbps for 4K; below that no provider can help you, and we will say so before you buy if you ask.
A device nobody supports, or one whose maker has withdrawn the app from its store. Which devices are covered is a question we answer before payment, not after.
A claim after the 7-day window, or on a renewal rather than a first purchase.
An account closed for sharing credentials outside the household or for reselling outside the reseller program.
When the fault is the network at the other end
Where the problem is a connection you do not own, a refund is not the right remedy and we will tell you so plainly. Shared holiday-let broadband, a campsite line in August, a hotel network with a sign-in page in front of it: none of those is the service failing, and all of them behave differently from the line at home. We will help you read a speed test and pick a quality that fits what is there. What we will not do is refund a working account because the Wi-Fi in a rented kitchen is thin.
Give support its turn first
A claim needs support to have had a genuine attempt at the problem. Most faults turn out to be a wrong port, a player that wants the M3U form of the login rather than the Xtream form, a device on Wi-Fi that should be on a cable, or a television app that has not been updated in two years. Those are minutes of work rather than grounds for a refund, and the fix travels with you afterwards.
Making the claim
Write to us on WhatsApp at +212 663 813 479, or through the form on the contact page, with your username and a short description: what you did, what happened, on which device, and on which connection. A speed test taken in the same room helps more than anything else you could send. There is no form to fill in, no reference number to quote and no reason you have to be willing to defend.
How the money comes back
To the method you paid with, within five business days of a claim being agreed. Where that route no longer exists, an alternative is agreed in the chat before anything is sent. You are told when it goes out rather than left to notice it yourself a fortnight later.
Renewals, upgrades and second terms
The guarantee covers a first purchase. Renewing an account that has been working is not refundable, because the question the guarantee answers has already been answered on your own equipment. Moving up a stream tier part-way through a term is charged only for the days remaining and is not treated as a fresh purchase either. The terms carry the rest.
Anything here you want explained in plain words? Reach the desk on WhatsApp +212 663 813 479 or start from the contact page.