Refund Policy

Last updated: 28 August 2026

We want you to be genuinely happy with your subscription. This policy explains our money-back guarantee, how to claim it, and the limited circumstances in which a refund is not available. It forms part of our Terms and Conditions.

1. Our 14-day money-back guarantee

If you are not satisfied with the service, you may request a full refund within 14 days of your subscription being activated. We ask only that you contact our support team first and give us a fair opportunity to resolve the issue, as the large majority of problems are quickly fixable.

2. Try before you buy

We offer a free trial so you can confirm the service works on your own devices and internet connection before paying. We strongly recommend using it. Testing during the trial is the fastest way to avoid any refund situation at all.

3. How to request a refund

Email support@proiptv.ca within the 14-day window and include:

• The email address used to place your order;
• Your order or transaction reference;
• A short description of the problem and the device or app you were using.

We will acknowledge your request and work with you to either resolve the issue or process the refund.

4. Processing times

Approved refunds are issued to the original payment method. Once processed on our side, the time for funds to appear depends on your provider:

• Card: typically 5–10 business days;
• PayPal: typically 1–5 business days;
• Bank transfer: typically 3–10 business days;
• Cryptocurrency: refunded in the same cryptocurrency, at the coin amount originally received. Because exchange rates move, the fiat value returned may differ from the fiat value at the time of purchase. Network fees are deducted.

5. When a refund is not available

Refunds are not available where:

• The 14-day window has passed;
• The account has been suspended or terminated for breach of our Terms, including credential sharing or unauthorised resale;
• The request relates solely to a problem with your own internet connection, hardware, or a third-party application, and you have declined reasonable support assistance;
• A specific channel, event, or title is unavailable because a third-party source changed, where the service as a whole remains functional;
• We identify fraudulent payment or repeated refund abuse across multiple accounts.

6. No contracts, no automatic billing

We do not use contracts or recurring billing, so there is nothing to cancel. Your subscription simply ends at the close of the term you paid for, and you will not be charged again unless you choose to renew.

7. Chargebacks

Please contact us before opening a dispute with your bank or payment provider. We can almost always resolve the matter faster directly. Accounts subject to a chargeback are suspended pending resolution.

8. Your statutory rights

Nothing in this policy limits any rights you have under applicable Canadian consumer protection legislation.

9. Contact

Refund questions can be sent to support@proiptv.ca.