Refund Policy

Our Commitment to You

At Moly IPTV, we are committed to delivering top-notch IPTV subscription services. This policy clarifies the conditions for issuing refunds, ensuring a clear and equitable process for every customer.

Refund Eligibility

A full or partial refund may be available to you in these scenarios:

  • 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

Follow these instructions to submit a refund request:

  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

You’ll be notified via email at each step. Response periods may lengthen on weekends or holidays.

Exceptions (When Refunds Are Not Provided)

The following cases 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)

Refunds are processed within 3 business days post-approval, but the funds could take 5-10 business days to appear in your account, depending on your bank or payment provider.

After the initial 7-day period, refunds for change of mind are usually not offered. It’s advised to explore our features and clarify any doubts before subscribing.

We automatically renew subscriptions. If cancellation is overlooked before the renewal date, contact us promptly. Refunds for renewals are handled on a case-specific basis.