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Refund Policy

Britivo's straightforward refund policy — what's covered, what isn't, and how to claim. Designed to comply with the UK Consumer Rights Act 2015.

Last updated: 25 April 2026

Contents
  1. Our 30-Day Promise
  2. When You Can Claim A Refund
  3. What Is Not Eligible For Refund
  4. How To Claim A Refund
  5. How Refunds Are Processed
  6. Your Statutory Rights
  7. Free Trial Refunds
  8. Disputes & Chargebacks
  9. Contact

1. Our 30-Day Promise

Britivo offers every UK customer a clear refund commitment: if a technical issue prevents you from using our IPTV service and we cannot resolve it within 30 days of your activation, we will refund the unused portion of your subscription. This commitment exists alongside — and in addition to — your statutory consumer rights under UK law.

2. When You Can Claim A Refund

You are eligible for a refund in the following circumstances:

  • Persistent technical fault — a stream-quality, buffering, or service-availability issue that we have failed to resolve after good-faith troubleshooting within 30 days of your first activation.
  • Service not as described — if a specific channel or feature that we explicitly confirmed prior to your purchase is not available, and we are unable to provide it within a reasonable time.
  • Activation failure — if your credentials cannot be activated and we cannot deliver a working subscription within 7 days of payment.
  • Statutory cooling-off period — see Section 6 below regarding your right to cancel under the Consumer Contracts Regulations 2013.

3. What Is Not Eligible For Refund

Refunds are generally not available in the following circumstances:

  • End-user internet issues — buffering or stream interruptions caused by your home Wi-Fi, ISP throttling, mesh-network problems, or insufficient bandwidth (less than 10Mbps for HD).
  • Device issues — problems with your specific TV, Firestick, Android Box, MAG receiver or other device that are unrelated to our streams.
  • Change of mind after extensive use — if you have actively used the service for several weeks before requesting a refund without raising a technical issue. This is precisely why we offer a free 24-hour trial.
  • Specific channels you did not check before subscribing — particularly localised, regional or niche networks. We strongly recommend confirming channel availability with our team before subscribing.
  • Suspension due to terms violation — if your subscription has been suspended for breach of our Terms of Service (such as account sharing or fraudulent payment).

4. How To Claim A Refund

To request a refund, please follow this simple process:

  1. Contact our team first. Message us on WhatsApp at +212 781 768 546 or email [email protected]. Most issues are resolved within a single conversation.
  2. Allow us up to 7 working days to attempt a resolution. Most technical issues are fixed in minutes; some require coordination with our infrastructure team.
  3. If we cannot resolve the issue, formally request a refund in writing (email is fine) with a brief description of the problem and your order details.
  4. We will respond within 5 working days with a decision and, where applicable, an estimated refund timeline.

5. How Refunds Are Processed

  • Refunds are processed via the original payment method wherever possible — card refunds typically arrive within 5–10 working days, PayPal refunds within 1–3 working days, bank-transfer refunds within 3–5 working days.
  • Cryptocurrency payments are refunded in equivalent GBP value via card or bank transfer, as crypto values fluctuate too quickly for like-for-like reimbursement.
  • Where a partial refund is due, we calculate the unused portion on a daily pro-rata basis from the date of refund approval.

6. Your Statutory Rights — UK Consumer Law

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have a 14-day cooling-off period for distance contracts, beginning the day the contract is concluded. Important: for streaming and digital-content services, this right may be lost once you expressly consent to immediate access and acknowledge that doing so waives the 14-day right. We make this clear at the point of order.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 — including the right to a service performed with reasonable care and skill, and the right to remedy where a digital service is faulty.

7. Free Trial Refunds

The 24-hour free trial is, by definition, free of charge. There is nothing to refund. If you are unsatisfied with the trial, simply do not subscribe — your trial credentials will deactivate automatically after 24 hours.

8. Disputes & Chargebacks

If you initiate a chargeback or payment dispute against Britivo without first contacting us, we reserve the right to suspend your account and contest the dispute with full evidence of service delivery. We strongly encourage you to message us first — the vast majority of issues that lead customers to contact their bank can be resolved on the same day by our support team.

9. Contact

Questions about this Refund Policy? We're here to help:

Got a Concern?

Our team would rather fix it than refund it

Tell us what's wrong on WhatsApp — most technical issues are resolved in a single conversation, often in minutes.

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