Refund Policy

1. Who the refund policy covers

The policy protects new customers on their first paid plan for 7 days after the login is activated. "New" means you have never bought a plan from IPTV Jacom before. A free trial is not a purchase, so it does not use up that status. The window is tied to the household rather than to each order, which means a second plan bought months later does not open a fresh one. If you paid but the login has not been sent yet, the simpler rules on the order cancellation page apply instead.

2. How to ask for a refund

Reach us through Live Chat or at help@supportiptv.ca before day 7 ends. We go by the time your message arrives, not the time we answer. Put these in the message:

• the order number, which begins with JAC;
• the name and email address entered at checkout;
• what went wrong, plus the device and player app involved;
• the account holder's name on the e-Transfer, if someone else paid.

A team member picks it up during support hours and may ask a few follow-up questions before giving an answer.

3. What qualifies for a refund

Two situations earn a full refund inside the window.

• The service fails on a supported device. Supported means a device covered by our device installation guides, for instance Fire TV, Android TV and Google TV players, Samsung and LG televisions, Apple hardware and computers. We first ask you to work through the fixes support suggests: perhaps a different player app, an Ethernet cable or a lower picture setting. If channels still refuse to play properly after that effort, the refund is yours.
• You picked the wrong plan and have not watched. Chose 12 months when you meant 1, or 3 screens when you needed one? Say so before using the login. We return the money or swap the order for the plan you intended, whichever you prefer.

4. What does not qualify

• Free trials. No money changes hands for the 24-hour trial, so none comes back.
• Reseller credits. Credits bought for a reseller panel cannot be refunded once they sit in the panel.
• Renewals and extensions after the first 7 days. The window belongs to your first plan only. Extra time bought later for the same login is final.
• Your own connection or equipment. Buffering from slow or capped internet, weak Wi-Fi, or a device or app we do not support is not grounds for a refund, although we will still help you improve it.
• Use beyond 7 days. A plan active for longer than 7 days falls outside the policy, whatever the reason.
• Logins closed for a breach. A login suspended under the terms and conditions, for instance for reselling or sharing it, is not refunded.

5. Screen downgrades and partial refunds

Bought more screens than your home uses? Within the 7-day window you can ask to drop to a smaller screen count, and the team may refund the price gap. Partial refunds are a judgment call, made case by case and mostly on whether the extra screens were used. As an example, a 12 months plan is $180 CAD for 3 screens and $130 for 2, so stepping down could return up to $50. Once you have started watching, the plan length itself cannot be shortened for money back.

6. How refunds are paid

Every approved refund goes out by Interac e-Transfer, back to the account that paid, within 5 to 10 business days of the approval. ITLOGY LLC, the payment processor that took the original payment for IPTV Jacom, sends it to the email or mobile number registered for e-Transfers on that account. We cannot redirect money to another person, a card or any other method. The login on the refunded order stops working on the day the refund is approved.

Interac explains on its own site how an incoming e-Transfer is deposited. Sending a refund never requires your bank login, a password or a card number, and our team will not request them.

7. Refund decisions at a glance

8. If you disagree with a decision

Ask for a second look by replying in the same chat or email thread and explaining why the answer seems wrong. A different team member then reviews the case. The contact form works too. Nothing in this policy reduces the rights you hold under your province's consumer protection law.

9. Testing before you pay

A trial costs nothing and settles most doubts before any money moves. The free 24-hour trial carries the same channel list as a paid plan; run it at your usual viewing hour on the main TV in your home. If it plays well, weigh plan lengths and screen counts on the IPTV subscription page and buy only as many screens as your home plays at once.