Legal
Refund Policy
Read this before you pay, not after. If anything is unclear, ask us first — we would rather answer a question than process a refund.
The short version
You have 7 days from activation to request a refund if the service does not work for you and we cannot fix it. Refunds are paid in Canadian dollars by Interac e-Transfer, back to the address you paid from.
Try it before you pay
We would much rather you test the service than refund it. Ask for the 24-hour free trial before purchasing. It takes minutes, costs nothing, and it is the only reliable way to know whether the service performs on your connection, your device and your channels. If you skip the trial and it turns out to be a poor fit, this policy still applies — but the trial would have saved you the round trip.
When we refund
- The service does not work on your connection and support cannot resolve it within the 7-day window.
- A channel we confirmed to you in writing before purchase is not available on your account.
- We fail to activate your account after a confirmed payment.
- You were charged twice for the same subscription period.
When we do not refund
- After the 7-day window has closed.
- Where the problem is your own internet connection and a measurement shows it is below what the service needs. The measurement tool on our homepage shows you this in advance — please run it before you buy.
- Where you declined to work with support, or did not reply to troubleshooting requests within the window.
- Where you changed your mind but the service is working as described.
- Where a channel was never advertised as part of the lineup and was not confirmed to you in writing before purchase.
- Reseller credits that have already been turned into customer accounts. Unspent credits are refundable.
How to request one
Email help@supportiptv.ca from the address on your account, inside the 7-day window, including your order number or Interac reference, what is not working and on which device, and what support already tried with you.
We respond to refund requests within 2 business days. Approved refunds are sent by Interac e-Transfer within 5 business days of approval, in Canadian dollars, to the address the payment came from.
Chargebacks
Because we bill by Interac e-Transfer, there is no card network to charge back through. If you believe a payment was taken in error, contact us directly — it is the fastest route, and in practice the only one.
Changes to this policy
If we change this policy, the version in effect on the day you paid is the one that applies to your purchase. Last updated .