Refund Policy

Our Commitment to You

At Moly IPTV, we prioritize the quality of our IPTV subscription services. This policy specifies the scenarios in which refunds may be granted, fostering transparency and fairness for our valued customers.

Refund Eligibility

You may qualify for either a full or partial refund if these criteria apply:

  • Technical Failures: Service is completely non-functional on your compatible device for 72+ consecutive hours due to a fault on our side.
  • Duplicate Payments: Accidental duplicate charge for the same subscription period.
  • Initial 7 Day Windownew customers: Request within 7 days of first purchase after attempting support-led troubleshooting.

How to Request a Refund

To initiate a refund, please follow these steps:

  1. Reach our support team on WhatsApp at Contact us via WhatsApp.
  2. Please include: 'Refund Request' subject line.
  3. Please provide your complete name, the email linked to your subscription, and the purpose for your inquiry.

Sample Refund Request Message

What We Need to Process Your Refund

  • Account email used at checkout
  • Order/transaction ID from {Payment Gateway Name}
  • Brief reason and steps already tried with support
  • Device/app details (e.g., Firestick + IPTV Smarters)

Processing Timeline

  • 0–3 business days Analysis reviewed by help team
  • Same day after approval Your refund is now initiated to the original payment method ({Payment Gateway 1} / {Payment Gateway 2})
  • Funds may differ depending on your bank issuer.

An email will keep you informed at each stage. Expect longer response times during weekends or holidays.

Exceptions (When Refunds Are Not Provided)

Refunds will not be allowed in the subsequent scenarios:

  • You feel dissatisfied with the content or channel list available.
  • Your online connection may be too slow or unreliable for streaming.
  • You have breached our Terms of Service (e.g., account sharing).
  • Unfortunately, the geo-blocking problems in your location are beyond our capacity to address.

How to Avoid Refund Requests

  • Check Compatibility: Confirm your device/app supports M3U/Portal before purchase.
  • Stable Internet: Use 30 Mbps+ and 5GHz Wi Fi or Ethernet for 4K.
  • Use Setup Guides: Follow our step by step Installation page.
  • Ask Support First: Most issues are solved in minutes via WhatsApp.

Frequently Asked Questions (FAQ)

Upon approval, refunds are usually completed within three business days. However, expect a delay of 5 to 10 business days for the funds to be visible in your account, based on your bank or payment provider.

Refunds for a change of mind are usually not issued after the first 7 days. We advise you to familiarize yourself with our features and pose any questions before subscribing.

Our subscriptions renew automatically. If you miss the chance to cancel before the renewal date, please contact us right away. Refunds for renewals are determined on a case-by-case basis.