Refund Policy

Last updated: January 1, 2026

1. Our Policy in Plain English

Because TiviMax delivers a digital service that is activated instantly after purchase, all sales are considered final once your account has been activated. However, we still believe in fairness — if our service genuinely fails to deliver what was promised, we'll make it right.

2. Try Before You Buy: Free Trial

Before subscribing, we strongly recommend requesting a free trial via our contact form or WhatsApp. The trial gives you full access to test stream quality, channel lineup, and device compatibility before committing.

3. Eligible Refund Scenarios

You may request a refund in the following cases:

  • Verified outage longer than 72 consecutive hours: a pro-rata credit will be issued for the lost period.
  • Confirmed duplicate charge: refunded in full to the original payment method, typically within 5-10 business days.
  • Service not activated: if payment was received but we failed to activate your subscription within 24 hours and you'd like to cancel.
  • Mistaken purchase: refund possible only if requested within 24 hours of purchase AND before activation (i.e. before your Mac Address has been linked).

4. Non-Refundable Situations

  • You changed your mind after activation.
  • The streams work but you don't like the channel selection (we cover this with a free trial — please use it first).
  • Your internet connection cannot support the required bandwidth.
  • Your device is incompatible with IBO Player (please verify before purchase).
  • You violated our Terms & Conditions and your account was suspended.
  • You filed a chargeback without first contacting our support team.

5. How to Request a Refund

  1. Email [email protected] within 7 days of the qualifying event.
  2. Include: your order number, registered email, payment method, and a clear description of the issue.
  3. If outage-related, attach screenshots or a video showing the failure.
  4. Our team will review and respond within 3 business days. Approved refunds are processed within 5-10 business days to the original payment method.

6. Service Credits

In many cases, we may offer a service credit (extended subscription, additional plan, or upgrade) as an alternative to a cash refund. Service credits are often issued instantly and may exceed the value of the original purchase.

7. Chargebacks

Please contact our support team before initiating a chargeback with your bank. Unjustified chargebacks may result in permanent account closure and a permanent ban from the TiviMax service.

8. Contact

For any refund-related question: [email protected] or WhatsApp +1 514 447 7860. Our team responds within 24 hours on weekdays, often much faster.