Refund Policy

Our Commitment to You

Sapphire IPTV is committed to delivering top-notch IPTV subscription services. Our refund policy is designed to maintain clarity and fairness for every customer.

Refund Eligibility

Under certain conditions, you might qualify for a complete or partial refund:

  • 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

Here’s how to proceed when requesting a refund:

  1. Contact our support team via WhatsApp at Contact us via WhatsApp.
  2. Use the subject line: "Refund Request".
  3. Include your full name, the email address used for your subscription, and the reason for your request.

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 Case review by support team
  • Same day after approval Refund initiated to your original method ({Payment Gateway 1} / {Payment Gateway 2})
  • 5–10 business days Funds appear depending on bank/card issuer

An email notification will be sent to you at every stage. Response durations might lengthen on weekends or public holidays.

Exceptions (When Refunds Are Not Provided)

The following situations do not qualify for refunds:

  • You are unhappy with the channel list or content provided.
  • Your internet connection is too slow or unstable to stream content.
  • You have violated our Terms of Service (e.g., account sharing).
  • You are facing geo-blocking issues in your country that are beyond our control.

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)

After approval, refunds are processed within 3 business days, but the funds may take 5-10 business days to reflect in your account, depending on your bank or payment provider.

Refunds due to a change of mind are typically unavailable after the initial 7-day period. It’s advisable to explore our features and clarify any doubts before subscribing.

Auto-renewal is a feature of our subscriptions. Should you forget to cancel prior to the renewal date, contact us immediately. Refunds for renewals are determined on a case-by-case basis.