Refund Policy

Our Commitment to You

Olyviax guarantees the excellence of our IPTV service. This policy clarifies refund eligibility, providing a clear and equitable procedure for every customer.

Refund Eligibility

You could qualify for either a full or partial refund based on these conditions:

  • 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

To apply for a refund, adhere to the steps below:

  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 get email notifications for every stage. Response times might be longer on weekends or public holidays.

Exceptions (When Refunds Are Not Provided)

Refunds will not be issued under the following circumstances:

  • 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 after approval, but depending on your bank or payment provider, it may take 5-10 business days for the funds to show up in your account.

After the first 7 days, refunds for a change of mind are usually not accepted. We advise you to check our features and ask any questions prior to subscribing.

We automatically renew subscriptions. If cancellation is overlooked before the renewal date, please contact us without delay. Refunds for renewals are handled on a per-case basis.