Guarantee & Refund Policy

Overview — Our Promise

This Guarantee & Refund Policy explains, in detail, how refunds are handled, what makes a refund eligible, the timelines you should expect, and the procedural steps necessary to request, follow up, and escalate refund requests. Our objective is to be transparent, fair, and predictable.

Scope & Applicability

This policy applies to purchases made through the official checkout at https://focusiptv.net/iptv-subscription-plans/ and to services directly provided by the company. Purchases via third-party resellers, marketplaces, or unauthorized promotions may require verification or may be excluded.

For corporate or enterprise agreements, contract terms in the signed agreement supersede this policy where explicitly stated.

Definitions (for clarity)

• Transaction Date: the settlement timestamp recorded by our payment processor.
• Claimant: the person or legal entity requesting the refund.
• Eligible Purchase: a purchase meeting the rules in the Eligibility section below.
• Chargeback: a dispute initiated with the card issuer or payment provider.

Privacy & Billing Practices

We use neutral descriptor text on billing statements (e.g., “Digital Purchase”) to protect purchaser discretion. We do not store full card numbers; payment processing is handled by PCI-compliant processors. We retain only minimal transaction metadata (transaction ID, partial descriptor, timestamp) used for refunds and accounting.

Accepted Payment Methods & Refund Mechanics

We accept multiple payment types. Refund processes vary by method:

Note: In all cases the initial processing time is our internal action; the final posting is governed by the recipient payment network or bank.

Eligibility — What Qualifies for a Refund

To be eligible for a refund under the standard 30-day guarantee, the following core requirements must be met:

• Request submitted within thirty (30) calendar days from the Transaction Date.
• Purchase was made using the official checkout at our site.
• Payment method is among those supported and not in the list of non-refundable methods for the specific promotion used.
• No evidence of policy abuse, such as repeated refunds across multiple accounts for the same purchaser or clearly fraudulent activity.

We may, at our discretion, approve refunds outside these criteria for exceptional circumstances; such exceptions are case-by-case and documented in the refund confirmation email.

Non-Eligible Cases (common examples)

• Purchases from unauthorized resellers or marketplaces unless explicitly approved.
• Requests submitted after 30 days from the Transaction Date (except where local law requires otherwise).
• Evidence of abuse, collusion, or fraudulent chargeback activity.
• Purchases made using promotional items that include non-refundable sale terms noted at checkout.

Full Refund Procedure — Step by Step

We use a clear, human-reviewed process. Follow these steps to ensure your request is handled quickly:

1. Contact Support: Submit your request using the Contact Page (link) or by emailing [email protected]. Use the subject line: Refund Request — [Order ID].
2. Provide Required Information: Include order reference/transaction ID, the email used at checkout, the payment method, and a concise reason for the request.
3. Verification & Evidence: If requested, provide supporting information (payment receipt, screenshots of error conditions, evidence of failed troubleshooting). Providing this on first contact shortens review time.
4. Review & Decision: Our billing team acknowledges within 24 hours and completes review typically in 1–5 business days. Complex cases may take longer.
5. Disbursement: If approved, we issue the refund to the original payment method unless an alternative disbursement is explicitly agreed and verified.

If additional documentation is requested and not provided within seven (7) calendar days, the request may be delayed or closed. If closed, you may re-open a new case with the requested documentation.

Evidence & Verification — What We May Ask For

Verification is proportionate to the risk and type of request. Examples of acceptable evidence:

• Payment confirmation or receipt from the checkout screen or payment provider.
• Order confirmation email with order ID.
• When refund claims allege service unavailability: screenshots of error messages, device logs (if non-sensitive), or timestamps of attempted playback.

We will not request data that would violate privacy norms (for instance, we do not require you to export detailed playback histories from private devices unless fraud investigation necessitates deeper verification and you consent).

Approved Refunds — Timing & Methods

Once approved:

• Card refunds are processed via the payment gateway and typically post to the card in 1–5 business days (issuer dependent).
• Crypto refunds are returned to the wallet/address used for the payment when possible; network fees and exchange volatility are described later.
• Gift card / alternative refunds follow the issuer’s rules and timelines and may be issued as store credit where required.

Partial Refunds, Prorations & Adjustments

Partial refunds may apply if only some portion of the service was unused or if the customer used part of the service. We compute pro rata refunds based on the remaining valid service period and any non-refundable components (e.g., one-time setup fees where applicable).

Discounts, coupon codes, and bundle pricing may affect the refunded amount; the refund will reflect the effective price paid.

Fees, Third-Party Charges & Non-Refundable Elements

Third-party fees charged by payment processors or banks may not be refundable by us. In jurisdictions where permitted, we may absorb such fees; otherwise, they may be deducted from the refund amount. Any such deduction will be disclosed in the refund confirmation.

Cryptocurrency Refunds — Specific Considerations

For crypto refunds we endeavor to return funds to the originating address. Important points:

• Network fees: If a refund requires a new on-chain transaction, network fees may be deducted. We will disclose the fees in the confirmation.
• Volatility: Exchange rate fluctuations between payment and refund time may affect the fiat-equivalent value; we are not responsible for market movements.
• Custodial processors: When payments originate via custodial or bridging services, the refund mechanism may require extra steps or delays beyond our control.

Fraud Detection, Abuse & Account Restrictions

We apply fraud detection and abuse prevention to protect customers and the service. Examples of abusive patterns include repeated refunds across multiple accounts tied to the same payment instrument, rapid repeated chargebacks, and coordinated misuse.

When suspicious activity is detected, we may: request enhanced verification, deny the refund, restrict the account, or escalate to legal review. We aim to communicate clearly and provide reasons when actions are taken.

Chargebacks & Dispute Handling

We prefer to resolve disputes directly through our support. If you file a chargeback without contacting support, we will still review the case. If we determine the claim is valid, we will process a refund and request reversal of the chargeback. If a chargeback is invalid, we will dispute it with the issuer and provide evidence; this may delay resolution.

Timing, Exceptions & External Delays

External factors (bank holidays, intermediary banks, payment processor maintenance, blockchain congestion) can delay posting of refunds. We commit to prompt internal processing and transparent updates when delays occur.

Escalation & Legal Requests

If you are unhappy with a refund decision, escalate by emailing [email protected] with subject line: Escalation — Refund Review — [Order ID]. Include any additional information and a contact phone number if you permit a support call.

For legal inquiries, send verified requests via the contact page specifying the nature of the legal request and a point of contact.

Illustrative Examples (Practical Scenarios)

Example 1 — Card Payment, Within 10 Days: Customer reports service instability. Support verifies logs and troubleshooting; refund approved and issued to card — posting 1–5 business days.

Example 2 — Crypto Payment, Same Day: Customer requests refund; refund initiated to original wallet, net of any network fees. Customer notified with transaction hash.

Example 3 — Gift Card Purchase: Issuer rules govern; where issuer forbids refunds, we offer service credit as an alternative resolution.

Policy Updates & Effective Date

We may update this policy occasionally. Material changes will be posted on this page with a revised "Last updated" date. The policy in effect at the time of purchase governs that transaction, except where local law requires otherwise.

Final Summary

We back our service with a clear, documented refund policy designed to be fair to customers and sustainable for service operations. If you meet the eligibility rules and follow the procedural steps above, we will process your refund promptly.