refund policy

Last Updated: 02/25/2026

At Nexis IPTV, we are committed to delivering a high-quality streaming experience. We encourage all potential customers to take advantage of our 24-hour free trial before purchasing a subscription to ensure our service meets your expectations. This Refund Policy outlines the terms under which refunds may be issued.

Refund Eligibility

We offer refunds only in the following specific circumstances:

1. 10-Day Money-Back Guarantee
If you experience a verifiable technical issue with our service that we cannot resolve, you may request a refund within 10 days of your purchase date. This guarantee applies only to issues originating from our servers or service infrastructure.

2. Unresolved Service Outages
If our service becomes inaccessible due to a fault on our end and we are unable to restore functionality within 24 hours of you reporting the issue, you may choose either:

  • A full refund of your subscription payment; or

  • Continued patience while we work toward a resolution.

Refund Exclusions

We do not offer refunds, partial refunds, or credits in the following situations:

Channel Preferences
Refunds are not issued if you dislike the available channel lineup or if specific channels are not included in your region.

Switching to Another Provider
If you decide to switch to a different IPTV service after purchasing a subscription, we do not provide refunds.

Failure to Follow Troubleshooting
If you refuse to implement reasonable troubleshooting steps provided by our support team, your refund request will be denied.

App Selection and Compatibility
We provide M3U playlists and connection details, but it is your responsibility to select and configure a compatible IPTV player application (e.g., IPTV Smarters, TiviMate). We offer guidance on compatible apps, but we are not responsible for app availability, app store fees, or your ability to find a suitable free or paid application. Refunds will not be issued for app-related issues.

24-Hour Free Trial
The 24-hour trial period is non-refundable. It is provided free of charge to allow you to evaluate the service before purchase.

Partial Refund After Trial Use
If you use the 24-hour free trial and subsequently purchase a subscription, any refund request will be limited to a maximum of 50% of the subscription amount paid.

Premature Refund Requests
If you request a refund without allowing our support team at least 24 to 48 hours to investigate and resolve your issue, you will only be eligible for a 50% refund of the subscription amount paid.

Refund Processing Fees

All approved refunds are subject to a 5% processing fee (or the actual fee charged by our payment processor, whichever is higher) to cover administrative and transaction costs. This fee will be deducted from the total refund amount.

Refund Processing Time

Refunds are typically processed within:

  • 20 to 31 business days for credit card and debit card payments.

  • In rare cases, processing may take up to 90 days, depending on the policies and delays of your payment provider or issuing bank.

Nexis IPTV LLC is not responsible for delays caused by third-party payment processors, banks, or financial institutions.

Channel Issues and Service Interruptions

Occasionally, channels may experience temporary technical difficulties, including:

  • Freezing or buffering

  • Audio/video sync issues

  • Temporary downtime during server maintenance

  • Interruptions caused by your internet service provider (ISP), device, or local network configuration

Our engineering team works continuously to monitor and resolve such issues as quickly as possible. We do not issue refunds for temporary, minor, or isolated channel disruptions that are resolved within a reasonable timeframe.

Compensation for Extended Downtime

If your IPTV subscription is completely inaccessible for 72 consecutive hours or more due to a verifiable server-side issue caused by Nexis IPTV, we will, at our discretion:

  • Extend your subscription duration to compensate for the lost time; or

  • Offer additional service credits or bonuses upon negotiation.

This remedy is your sole and exclusive remedy for service outages.

How to Request a Refund

To request a refund, you must contact us within the applicable timeframes and provide:

  1. Your account email address or registered phone number

  2. Date of purchase

  3. A clear description of the issue you encountered

  4. Any troubleshooting steps you have already attempted

Contact Methods:

  • Email: support@nexisiptv.com

  • WhatsApp: +(44) 786-139-3122

Final Statement

This Refund Policy is designed to maintain transparency and fairness for both our customers and our business. By purchasing a subscription from Nexis IPTV LLC, you acknowledge that you have read, understood, and agreed to this Refund Policy.

We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes constitutes your acceptance of the revised policy.