Refund Policy

Our Commitment to You

At OrlaTv, we are committed to delivering high-quality IPTV subscription services. This policy details the circumstances under which a refund may be issued, promoting transparency and fairness for every customer.

Refund Eligibility

You could be entitled to either a full or partial refund in these situations:

Technical Failures: Service is completely non-functional on your compatible device for 72+ consecutive hours due to a fault on our side.
Duplicate Payments: Accidental duplicate charge for the same subscription period.
Initial 7 Day Windownew customers: Request within 7 days of first purchase after attempting support-led troubleshooting.

How to Request a Refund

To initiate a refund, please follow these steps:

Reach our support team through our Contact page.
Please include: 'Refund Request' subject line.
Please provide your complete name, the email linked to your subscription, and the purpose of your inquiry.

Sample Refund Request Message

Contact: Send a message via our Contact page

Message Title: Refund Inquiry

Hello,

I am formally requesting a refund for my IPTV subscription service.

My Name: [Your Full Name]

My Email: [Your Subscription Email]

Reason for Refund: [Provide a concise explanation of your issue, such as technical difficulties, incorrect billing, etc.]

Thank you.

What We Need to Process Your Refund

Account email used at checkout
Order/transaction ID from {Payment Gateway Name}
Brief reason and steps already tried with support
Device/app details (e.g., Firestick + IPTV Smarters)

Processing Timeline

0–3 business days Assessment conducted by support team.
Same day after approval Your refund has been processed back to your original payment method ({Payment Gateway 1} / {Payment Gateway 2}).
5–10 business days Fund availability depends on the issuer bank.

An email update will be sent at each stage. Response times may vary on weekends or holidays.

Exceptions (When Refunds Are Not Provided)

Refunds are not available in these specific circumstances:

You feel dissatisfied with the channel options or content given.
Your internet speed is insufficient or inconsistent for streaming content.
You have contravened our Terms of Service, including account sharing practices.
Geo-blocking challenges in your region are unfortunately outside of our influence.

How to Avoid Refund Requests

Check Compatibility: Confirm your device/app supports M3U/Portal before purchase.
Stable Internet: Use 30 Mbps+ and 5GHz Wi Fi or Ethernet for 4K.
Use Setup Guides: Follow our step by step Installation page.
Ask Support First: Most issues are solved in minutes—please contact support.

Frequently Asked Questions (FAQ)

Upon approval, refunds will be handled within three business days; however, the time it takes for the funds to appear in your account can vary from five to ten business days, depending on your bank or payment service. For updates, please contact support.

Typically, refunds for a change of heart are not available once the initial 7-day period has passed. We recommend that you explore our features and reach out with any inquiries prior to subscribing. For complete information, refer to our Refund Policy or reach support.

Our subscription services automatically renew. Should you forget to cancel prior to your renewal date, please contact contact us right away. Refunds for renewals are evaluated individually. Discover more in our Terms.