Refund Policy

Our Refund Approach

This Refund Policy applies to digital subscription services purchased through or directly from TiviMate Pro Net.

Refund requests are reviewed individually based on the circumstances of the transaction, activation status, use of the service, technical investigation where applicable, payment information and applicable law.

Submitting a refund request does not automatically mean that a refund will be approved.

At the same time, nothing in this policy is intended to remove consumer rights or remedies that cannot legally be excluded.

Digital Subscription Service

TiviMate Pro Net subscriptions are digital services. No physical product is shipped.

After an order has been confirmed, digital access information may be prepared and delivered to the customer.

Subscription preparation is normally started after the required customer information and payment confirmation have been received.

Because digital services can begin shortly after purchase, refund eligibility may depend on whether activation or use has already begun and on any mandatory rights applicable to the customer.

Situations That May Qualify for Review

A refund request may be considered in circumstances such as the following:

• the same transaction was accidentally charged more than once;
• payment was confirmed but the purchased service could not be activated;
• a verified service-side technical problem prevents reasonable use of the purchased subscription and support is unable to resolve it;
• an incorrect subscription was purchased and the customer contacts support before it has been materially used or fully configured;
• a payment was accepted for a service that TiviMate Pro Net is unable to provide;
• applicable law gives the customer a mandatory refund, cancellation or other remedy.

Situations That Normally Do Not Qualify

Subject always to mandatory consumer rights, refund requests may normally be declined where the issue results primarily from:

• a simple change of mind after substantial use of the activated digital service;
• the customer's internet connection, Wi-Fi, ISP restrictions or network instability;
• an unsupported or incompatible device where compatibility information or a free trial was available before purchase;
• problems caused solely by third-party applications, operating systems or device software;
• failure to follow reasonable setup instructions;
• sharing credentials or exceeding the number of connections included in the purchased plan;
• suspension or termination resulting from fraudulent, abusive or prohibited use;
• temporary maintenance or short-term technical interruption;
• changes to individual channels, programs, movies, categories or other catalog content;
• expectations or features that were never advertised or included in the purchased plan.

Technical Problems

If a refund request is based on a technical issue, we may first ask the customer to cooperate with reasonable troubleshooting.

This can include checking the device type, internet connection, media player configuration and subscription status.

The objective is to determine whether the problem originates from the service itself or from a device, network or third-party application.

If a verified service-side problem cannot reasonably be resolved, the request may be reviewed for an appropriate remedy.

Device Compatibility

Customers should check compatibility before purchasing whenever they are unsure whether their device can use the service.

Supported configurations may include compatible:

Compatibility can vary between models, operating-system versions and media players.

Duplicate or Incorrect Payments

If you believe the same order has been charged more than once, contact support and provide the relevant transaction references.

We will review the payment records to determine whether an accidental duplicate payment occurred.

Customers should not send complete card numbers, online-banking passwords, cryptocurrency seed phrases, private keys or other sensitive credentials.

A transaction ID, PayPal reference, bank-transfer reference or similar non-secret payment identifier is normally more appropriate for identifying an order.

How to Request a Refund

To request a refund review, use the refund form below or contact our support team.

Please provide enough information for us to identify and understand the transaction.

Sending incomplete or inaccurate information may make it more difficult to review the request.

Approved Refunds and Payment Methods

Where a refund is approved, we will normally try to use an appropriate method connected with the original transaction where reasonably possible.

Payment methods currently supported for purchases may include:

The time required for an approved refund to appear can depend on the relevant bank, payment provider, network or other third-party processing system.

Third-party transaction or conversion costs may be subject to the rules of the payment provider involved.

Chargebacks and Payment Disputes

If you believe there is a problem with an order, we encourage you to contact support first so we can review the transaction and attempt to resolve the issue.

Customers should provide accurate information when raising a payment dispute and should not submit intentionally false claims concerning services that were properly ordered and delivered.

Nothing in this policy prevents a customer from using payment-provider or legal rights that are available under applicable law.

Mandatory Legal Rights

TiviMate Pro Net serves customers who may be located in different jurisdictions.

Consumer protection, cancellation, withdrawal and refund rules can differ depending on the laws applicable to a particular transaction.

Nothing in this Refund Policy is intended to exclude, restrict or replace consumer rights or remedies that applicable mandatory law does not permit a business to exclude.

Where mandatory law gives a customer rights that are more favorable than a provision of this policy, the mandatory legal requirement applies to the extent required by law.