Legal Information

Refund & Money-Back Policy

Understand our 7-day technical evaluation policy and refund eligibility rules.

1. 7-Day Money-Back Guarantee

At **TivimatePrime**, we stand behind the quality of our servers. We offer a **7-day money-back guarantee** on all standard IPTV subscription plans (3-month, 6-month, and 12-month packages). If the service does not perform as expected, and our technical team cannot resolve your issues, you are entitled to a full refund within 7 days of your initial purchase date.

2. Eligible Refund Scenarios

To prevent abuse of our refund policy while protecting legitimate customers, refunds are granted under the following conditions:

Server Failures: Complete outage of our streaming servers for more than 24 hours.
Missing Playlists: Inability to generate your M3U link or Xtream Codes login credentials.
Resolvable Errors: Severe buffering or playback errors that our engineering support team audits and confirms are caused by server-side issues (and not your local ISP or Wi-Fi).

3. Non-Refundable Scenarios

Refund requests will be declined if they fall under any of these categories:

Requests submitted more than 7 days after the initial purchase date.
Issues caused by weak local Wi-Fi, low internet bandwidth (below 25Mbps), or router firewall blocks.
Device incompatibility (e.g. attempting to install the Android **Tivimate** app on a Apple iOS device or unsupported TV system).
Account suspensions triggered by violating our connection limits (using more concurrent streams than allowed).
Reseller Packages: Because reseller panels and credit systems are issued directly from wholesale allocations, all reseller panel and credit purchases are final and non-refundable.

4. Audit & Troubleshooting Process

When you submit a refund request, our technicians will conduct a server log audit for your connection. We will check latency, server response times, and connection states. We request that you cooperate with our support team on WhatsApp to perform diagnostic steps (such as testing with a VPN or clearing app cache) before a refund is issued.

5. Processing & Credit Returns