Policy · 5 min read
How does the 30-day IPTV guarantee work?
The guarantee covers thirty days from activation. It applies when the service does not work as described and the technical checks have not restored proper playback. The request is made through the channel used to order, and it is processed within forty-eight business hours.
What exactly does the guarantee cover?
The guarantee concerns whether the service matches its description: access to the catalogue announced for the plan, operation on the declared device and continuous playback on an adequate line. If any of these three points is not met after diagnosis, the request is reviewed under the terms of sale. The diagnosis takes place with you on WhatsApp, so every check and its result are kept in writing.
The limit: it does not cover an inadequate internet line, a device below the minimum configuration, or a change of mind about the catalogue content. These are usage limits, not faults in the service.
Which device checks come before a request?
A short diagnosis avoids most requests, because the cause is very often local:
- Measuring the speed between 8 pm and 11 pm from where the device actually sits.
- Testing over Ethernet, or 5 GHz Wi-Fi, to rule out saturation of the home Wi-Fi.
- Checking that only one device is using the account at the time of the diagnosis.
- Trying a second device: if playback is fine there, the problem comes from the first device.
This diagnosis is also what makes it possible to restore the service without a refund in most cases. The measuring method is detailed in the article on the speed you need.
How does a request unfold?
| Step | Timeframe | What you are asked for |
|---|---|---|
| Opening the request | Immediate | Order reference and a description of the problem |
| Technical diagnosis | Within 24 hours | Two speed measurements and the device model |
| Decision | Within 48 business hours | Nothing — the answer is explained in writing |
| Refund | Depends on the payment method | Details of the method used for the order |
Does the guarantee change with the length you choose?
No. The thirty days apply in the same way to the one-month plan as to an annual plan: the length does not increase the initial risk. The request must, however, respect the exclusions and procedure published in the terms of sale. Keep your order reference, the email address you used and the device model; these details speed up the diagnosis and link the request to the activation concerned. Choosing between the seven plans is explained in the article on subscription length, and their conditions appear on the plans page.
This article expands on a point summarised on the terms of sale.
Two follow-up questions
These two answers complete the article and do not appear in the general FAQ.
Does the guarantee reset after an extension?
No. The thirty days run from the first activation of the access. An extension continues the same subscription and does not open a new guarantee period.
Is a partial refund possible?
Yes, when the service worked for part of the period: the amount is then calculated pro rata to the days used, based on the price of the plan purchased.
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