Refund Policy

1. Our Approach

We want every Prime IPTV UK customer to be happy with their subscription. That is why we offer a free trial before purchase. If something is not right after your purchase, this policy explains what happens next.

2. Free Trial

We strongly recommend using our free trial before buying any package. The free trial lets you test the service on your actual device, in your home, on your internet connection — so you know exactly what to expect before paying.

3. 7-Day Satisfaction Window

If you have paid for an annual subscription and the service does not work on your device, you can request a refund within 7 days of purchase, provided that:

• The issue is due to a fault with our service, not your device or internet
• You have allowed us a reasonable opportunity to troubleshoot via WhatsApp
• You have not used the service heavily (we define "heavy use" as more than 48 hours of viewing time)

If your refund request is approved, we will process it within 14 working days to the original payment method.

4. After 7 Days

Once the 7-day satisfaction window has passed, annual subscriptions are non-refundable except in exceptional circumstances such as prolonged service outages caused by us. In such cases we may offer a pro-rata credit or partial refund at our discretion.

5. Non-Refundable Situations

Refunds will not be issued where:

• The issue is caused by your device, internet connection or local network
• You have shared your login credentials outside your household
• You have used the service heavily within the satisfaction window
• The service works correctly on our test devices but not on yours, and we have advised against compatibility

6. How to Request a Refund

To request a refund, please contact us on WhatsApp or email within 7 days of purchase. Include your name, order details and a short description of the issue. We will respond within 1 working day.

7. Cooling-Off Period (Consumer Rights)

If you are a consumer based in the UK or EU, the Consumer Contracts Regulations give you a 14-day right to cancel a digital service purchase. Because we provide a free trial and our service is a digital subscription that begins once login details are delivered, the 14-day cooling-off right is replaced by the 7-day satisfaction window described above, in line with the exemption for digital content once delivered.

8. Contact

For any questions about refunds, please contact us:

• Email: support@prime-iptv.uk
• WhatsApp: +44 7782 259896