Refund Policy

1. Free Trial – Try Before You Buy

We provide a comprehensive 24-hour free trial with unrestricted access to all 28,000+ channels, movies, sports, and on-demand content. We strongly recommend testing the service on your device, with your internet connection, and during peak viewing hours (8–10pm) before purchasing any paid plan.

2. No Refunds After Activation

Due to the digital nature of IPTV services, all sales are final and non-refundable once your subscription has been activated and your login credentials have been delivered.

This policy exists because:

• Activation is instant and cannot be reversed or "un-done"
• Login credentials cannot be returned or invalidated once shared
• We cannot verify whether the service has been used or not
• Our servers are provisioned specifically for your account upon activation

3. Technical Issues – We Fix, We Don't Refund

If you experience buffering, freezing, channels not loading, or any other technical issue, our 24/7 technical support team will resolve it for you at no extra cost. We offer:

• Instant server switching to optimise your stream quality
• Free setup assistance via WhatsApp (video calls available)
• Alternative app recommendations for your specific device
• Full EPG (Electronic Programme Guide) updates and fixes
• Network optimisation tips to improve your connection

Over 99% of reported issues are resolved within 15 minutes and are typically related to the user's internet configuration, device settings, or app preferences – not our server infrastructure.

4. Exceptions – When We Will Refund

We will issue a full refund ONLY in these two exceptional cases:

• 1. Service completely unavailable: If our servers experience an outage lasting more than 48 consecutive hours and we are unable to provide a working alternative (this has never occurred in our history).
• 2. Duplicate payment: If you were accidentally charged twice for the same order, we will refund the duplicate charge immediately upon verification.

5. Non-Refundable Situations

We cannot issue refunds for the following reasons:

• Change of mind after your subscription has been activated
• Slow or unstable internet connection on your end (we recommend minimum 25 Mbps for HD streaming)
• Device incompatibility – please test with our free trial before purchasing
• Issues with third-party apps (we provide 3 free apps and setup guides)
• Individual channels temporarily offline (we maintain backup streams for all major channels)
• Using a VPN that interferes with streaming (we can recommend VPN settings that work)
• Purchasing the wrong plan duration – we offer upgrade options instead
• Regional restrictions or ISP throttling – we provide anti-throttling measures

6. How to Request Support (Not Refund)

If you encounter any issue with your service, please contact us immediately – we are here to help, not to make excuses. Our support team is available 24/7:

7. Chargebacks & Disputes

Initiating a chargeback or PayPal dispute without contacting us first is a violation of our terms of service. Such actions will result in immediate account termination and permanent blacklisting from our platform. We are always willing to resolve any genuine issue – please reach out to us before taking any dispute action.

8. Subscription Renewals

All Kemo IPTV subscriptions are one-time payments and do not automatically renew. You will never be charged without your explicit consent. When your plan expires, you will receive a reminder notification, and you must manually renew if you wish to continue using the service.