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Refund Policy

INTRODUCTION

At VOLK TV, we are committed to providing high-quality IPTV streaming services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed. We want our customers to feel confident in their purchase decision while maintaining fair business practices.

This policy applies to all subscription purchases made through our website (volkiptv.com) or through our authorized sales channels. By purchasing our services, you agree to the terms outlined in this Refund Policy.

15-DAY MONEY-BACK GUARANTEE

We offer a 15-day money-back guarantee for all new subscription purchases. This generous timeframe allows you to thoroughly test our service and ensure it meets your expectations before making a final commitment.

Eligibility Period

  • The 15-day period begins from the date of your initial purchase

  • Refund requests must be submitted within this 15-day window

  • The guarantee applies only to your first purchase of each subscription tier

  • Renewal purchases are not covered by this guarantee

ELIGIBLE REASONS FOR REFUNDS

We will consider refund requests submitted within the 15-day period for the following reasons:

Technical Service Issues

  • Service Not Delivered: You do not receive access to our IPTV service within 24 hours of successful payment

  • Persistent Technical Problems: Our service experiences continuous technical issues that our support team cannot resolve within 48 hours

  • Server Unavailability: Extended server downtime affecting service access for more than 24 consecutive hours

  • Streaming Quality Issues: Consistent poor streaming quality that cannot be resolved through technical support

Payment and Account Issues

  • Duplicate Charges: Accidental duplicate purchases of the same subscription plan

  • Unauthorized Transactions: Charges made without your explicit authorization (subject to investigation)

  • Account Access Problems: Inability to access your account due to technical issues on our end

  • Wrong Subscription Plan: You accidentally purchased the wrong plan and contact us within 24 hours

Service Compatibility

  • Device Incompatibility: Our service is fundamentally incompatible with your devices despite meeting stated system requirements

  • Regional Restrictions: Service content is not available in your region due to licensing restrictions not disclosed at purchase

NON-REFUNDABLE CIRCUMSTANCES

Refunds will NOT be provided in the following situations:

User-Related Issues

  • Change of Mind: Simply deciding you no longer want the service after testing it

  • Personal Circumstances: Changes in personal situation, travel plans, or financial status

  • Expectation Mismatch: Service content or features not matching your personal preferences

  • Internet Connection Problems: Issues related to your internet speed, stability, or ISP restrictions

Usage-Based Exclusions

  • Excessive Usage: Using the service extensively for more than 7 days of the 15-day period

  • Policy Violations: Account suspension or termination due to violation of our Terms of Service

  • Sharing Credentials: Sharing account details with unauthorized users

  • Commercial Use: Using the service for commercial or business purposes without authorization

Technical Limitations

  • Third-Party Issues: Problems caused by your device, router, VPN, or internet service provider

  • Software Conflicts: Conflicts with your device’s software, antivirus, or firewall settings

  • User Error: Inability to use the service due to user error or lack of technical knowledge

Time-Related Exclusions

  • Late Requests: Refund requests submitted after the 15-day guarantee period has expired

  • Renewal Periods: Automatic renewals or subsequent subscription purchases

  • Gift Subscriptions: Subscriptions purchased as gifts for other users

FREE TRIAL CONSIDERATIONS

We strongly encourage new customers to utilize our free trial options before making a purchase:

  • Free Trial Availability: Check our website for current free trial offerings

  • Trial vs. Refund: Customers who have used a free trial are expected to make informed decisions

  • Trial Usage: Extensive free trial usage may affect refund eligibility decisions

  • Multiple Trials: Only one free trial per customer/household

HOW TO REQUEST A REFUND

To request a refund, please follow these specific steps:

Step 1: Contact Customer Support

Primary Methods:

Subject Line (Email): “Refund Request – [Your Order Number]”
Response Time: 24-48 hours during business days

Step 2: Required Information

Your refund request must include:

  • Full Name: As registered in your account

  • Email Address: Used for account registration

  • Order Number: From your purchase confirmation email

  • Transaction ID: Payment confirmation number

  • Purchase Date: Date of subscription purchase

  • Reason for Request: Detailed explanation of the issue

  • Supporting Evidence: Screenshots, error messages, or technical details (if applicable)

Step 3: Verification Process

Our support team will:

  • Verify your identity and purchase details

  • Review your account usage patterns

  • Investigate any technical issues reported

  • Determine refund eligibility based on this policy

  • Provide a decision within 3-5 business days

Step 4: Additional Documentation

You may be asked to provide:

  • Screenshots of error messages or technical issues

  • Network speed test results

  • Device specifications and compatibility information

  • Communication history with customer support

REFUND PROCESSING AND TIMELINE

Processing Timeline

  • Decision Time: 3-5 business days after receiving complete refund request

  • Approval Notification: You will receive email confirmation of approved refunds

  • Processing Time: 5-10 business days from approval date

  • Bank Processing: Additional 3-5 business days depending on your financial institution

Refund Methods

Primary Method: Original payment method used for purchase

  • Credit Cards: Refund to the same credit card

  • PayPal: Refund to your PayPal account

  • Bank Transfers: Refund to the originating bank account

  • Digital Wallets: Refund to the same digital payment method

Alternative Methods: In exceptional circumstances:

  • Bank Transfer: Direct deposit to your bank account

  • Store Credit: Credit toward future purchases (only if requested)

Refund Amount

  • Full Refund: 100% of the subscription fee paid

  • No Deductions: No processing fees or administrative charges

  • Currency: Refund issued in the same currency as original payment (EUR)

  • Exchange Rates: Subject to current exchange rates if currency conversion is required

PARTIAL REFUNDS

In specific circumstances, we may offer partial refunds:

Pro-Rated Refunds

  • Service Interruptions: For extended service outages beyond our control

  • Content Reduction: Significant reduction in available content during your subscription

  • Feature Limitations: Loss of advertised features during your active subscription

Calculation Method

Partial refunds are calculated based on:

  • Duration of service interruption

  • Severity of the issue experienced

  • Remaining subscription period

  • Customer usage patterns

SUBSCRIPTION CANCELLATION VS. REFUNDS

Important Distinction:

  • Cancellation: Prevents future charges but does not refund current period

  • Refund: Returns money for current subscription period

  • No Auto-Renewal: Remember, our subscriptions do not automatically renew

Cancellation Process

  • Contact customer support to cancel your subscription

  • Cancellation takes effect at the end of current billing period

  • You retain access until subscription expires

  • No refund for remaining time unless eligible under this policy

CHARGEBACKS AND DISPUTES

Our Preference

We strongly encourage customers to contact us directly before initiating chargebacks or disputes with their payment provider. This allows us to:

  • Resolve issues more quickly

  • Maintain a positive customer relationship

  • Avoid unnecessary fees and complications

Chargeback Consequences

Initiating a chargeback without contacting us may result in:

  • Account Suspension: Immediate suspension of service access

  • Account Termination: Permanent closure of your account

  • Future Purchase Restrictions: Inability to purchase services in the future

  • Collection Actions: Recovery of disputed amounts if chargeback is unwarranted

Legitimate Disputes

We will not penalize customers for legitimate chargebacks involving:

  • Truly unauthorized transactions

  • Service not delivered as promised

  • Billing errors or duplicate charges

CONSUMER RIGHTS PROTECTION

European Union Rights

For customers in the European Union, this policy complies with:

  • Consumer Rights Directive: 14-day cooling-off period for distance sales

  • Digital Content Directive: Rights regarding defective digital services

  • Consumer Protection Laws: Local consumer protection regulations

Additional EU Rights

EU customers may have additional rights beyond this policy:

  • Statutory Cooling-Off Period: 14 days for distance purchases

  • Right to Conformity: Right to service that conforms to contract

  • Right to Remedies: Legal remedies for non-conforming services

Other Jurisdictions

Customers outside the EU may have additional rights under local consumer protection laws. This policy does not override any statutory rights you may have under applicable law.

EXCEPTIONS AND SPECIAL CIRCUMSTANCES

Force Majeure Events

Refunds may be processed even outside normal policy terms for:

  • Natural disasters affecting service delivery

  • Government restrictions or legal requirements

  • Major technical infrastructure failures

  • Pandemic or health emergency impacts on service

Goodwill Refunds

At our sole discretion, we may approve refunds outside this policy for:

  • Long-term customer loyalty considerations

  • Exceptional customer service situations

  • Unique hardship circumstances

  • Technical issues beyond customer control

Business Account Refunds

Business or commercial accounts may have different refund terms:

  • Contact our business support team

  • Custom refund terms may apply

  • Volume discount considerations

  • Contract-specific refund policies

FRAUD PREVENTION

Security Measures

To prevent fraudulent refund requests, we:

  • Verify customer identity through multiple data points

  • Monitor usage patterns and access logs

  • Cross-reference payment and account information

  • Maintain comprehensive transaction records

Suspicious Activity

We reserve the right to deny refunds for:

  • Multiple refund requests from the same customer

  • Unusual usage patterns suggesting abuse

  • Mismatched personal information

  • Suspected account sharing or resale

POLICY UPDATES AND MODIFICATIONS

Policy Changes

We reserve the right to modify this Refund Policy:

  • Notice Period: 30 days advance notice for material changes

  • Communication Method: Email notification and website posting

  • Effective Date: Changes apply to purchases made after the effective date

  • Grandfathering: Existing subscriptions remain subject to original policy terms

Regular Reviews

This policy is reviewed:

  • Annually for relevance and compliance

  • Following significant business changes

  • In response to customer feedback

  • To align with legal requirement updates

CONTACT INFORMATION AND SUPPORT

Customer Support Details

Primary Support: contact@volkiptv.com
WhatsApp Support: +1 (873) 879-3965
Response Time: 24-48 hours
Business Days: Monday through Friday
Website: volkiptv.com

Refund Department

Email: contact@volkiptv.com
WhatsApp: +1 (873) 879-3965
Subject Line Format: “REFUND REQUEST – [Order Number]”
Processing Hours: Monday – Friday, 9 AM – 6 PM CET

Escalation Process

If you’re not satisfied with the initial refund decision:

  1. Request review by contacting contact@volkiptv.com or WhatsApp +1 (873) 879-3965

  2. Provide additional evidence or clarification

  3. Allow 5-7 business days for escalated review

  4. Final decision will be communicated in writing

Alternative Resolution

Mediation Services: For unresolved disputes, customers may contact:

  • European Consumer Centre (for EU customers)

  • Local consumer protection agencies

  • Online dispute resolution platforms

DEFINITIONS AND INTERPRETATIONS

Business Day: Monday through Friday, excluding public holidays in [Insert Country]

Original Payment Method: The payment method used for the initial purchase

Service Access: Ability to log in and stream content through our platform

Technical Issue: Verifiable problem with our service infrastructure or software

Usage Patterns: Customer activity including login frequency, content accessed, and duration

LEGAL COMPLIANCE

This Refund Policy is governed by and complies with:

  • Consumer protection laws in the European Union

  • Digital services regulations in our country of operation

  • Payment card industry standards and requirements

  • International consumer rights principles

FINAL PROVISIONS

Entire Agreement

This Refund Policy, together with our Terms of Service and Privacy Policy, constitutes the complete agreement regarding refunds.

Severability

If any provision of this policy is deemed invalid, the remaining provisions shall remain in effect.

Language

This policy is written in English. Any translations are provided for convenience only.

ACKNOWLEDGMENT: By purchasing VOLK TV services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

Customer Service Commitment: We are committed to fair and transparent refund processing. If you have any questions about this policy, please contact our customer support team at contact@volkiptv.com or WhatsApp +1 (873) 879-3965.

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