Refund and Return Policy

At novaplay, customer satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, we encourage you to review our refund and return policy below.

⚠️ IMPORTANT:

Do not open a dispute before contacting our customer support. If you open a dispute without speaking to us first, you risk losing both your money and your access to our service. We do not offer refunds if a dispute is made without contacting us.

Refund Policy:

We fully stand behind the quality of our IPTV services. Our goal is to keep our customers happy and provide reliable service every day. However, we understand that our IPTV service may not work perfectly for everyone in all situations.

If you are not satisfied or if you experience an issue that we are unable to resolve, we are happy to offer a refund—under specific conditions outlined below.

How to Request a Refund:

  1. Send an email with the subject: “Request for Refund”.
  2. Include your order ID/transaction number.
  3. Describe the issue clearly and explain the reason for your refund request.
  4. If necessary, we may ask for proof of the issue, and we will also provide evidence from our side to help clarify the situation and our decision transparently.

Refund Conditions:

  • We do not offer refunds due to technical issues unless you allow us to first attempt to resolve them.
  • If we are unable to resolve the issue within 48 hours, we will offer a refund.
  • Refunds must be requested within 72 hours of purchase. No refunds will be issued after this period.
  • If you paid by credit card, refunds are generally processed by your bank within 20 to 31 business days. In some cases, it may take up to 90 days.
  • We are not responsible for delays caused by payment processors.
  • A full refund is only possible if requested within 72 hours. After that, partial refunds may be issued depending on the time used.
  • All refund cases will be handled by our support team, who will contact you after your request is reviewed.

Note: Refund processing times (20–90 business days) are not in our control. We will submit your request promptly to the payment provider.

Refunds Will Not Be Issued in These Cases:

  • If you are not satisfied with the channel lineup or content performance.
    ➤ We recommend trying a trial before purchasing a long-term plan.
  • If you are unable to set up your own device/system:
    ➤ We provide full setup support, but we are not responsible for devices, apps, or systems outside our predefined setup assistance.
  • If some channels freeze, buffer, or stop temporarily:
    ➤ Although our servers are stable, occasional issues may occur due to:
    • Customer’s internet instability
    • Customer’s device/app setup
    • ISP-related issues
    • Temporary server-side problems
    • Weekly server updates/restarts
    • Customer decision to change service/server

In the Case of Extended Service Outages:

If your service is unavailable for more than 48 hours due to a server or system issue caused by us, we will:

  • Offer a full refund, or
  • Extend your subscription by the lost time, plus a possible bonus (to be discussed with our team).

Contact Us:

If you have any questions about our refund or return policy, please contact us:

📧 support@novaplay.space