Refund Policy

This page sets out the circumstances in which Xtreme IPTV gives money back, the circumstances in which it does not, and what happens between the moment a claim is sent and the moment the funds return to the account they came from. It governs every paid term sold through xtremeiptv.tv — subscriptions of 1, 3, 6 or 12 months, on any plan from 1 to 5 devices. Placing an order counts as agreement to what follows, so please read it before paying rather than afterwards.

1. What the Guarantee Covers

A claim raised inside the 7-day window qualifies under this policy when at least one of the following describes what happened to you:

• Payment cleared but no working credentials were ever issued, and activation ran well past the usual 5 to 15 minutes without a line being delivered
• A repeatable fault that survived troubleshooting — the same failure across more than one device or network, which our support team could not put right
• A billing error on our side, such as the same term paid for twice or an amount taken that does not match the plan chosen at checkout
• Delivery that differs materially from what this site describes — a subscription bought for several screens that only ever authorises one, for instance

Requests that arrive after day 30, or that rest on grounds other than these, are still read and answered. They are weighed individually and settled at our discretion, and a decision taken in one subscriber's favour places no obligation on us in the next case.

2. Let Support Try First

A refund is the last step here, not the first. A large share of the messages that open with the word refund turn out to be a player setting, a stale app cache, a DNS entry or a router quirk — repairs that cost one reply rather than a returned payment. Before filing a claim, write to help@catchontv1.email or use the contact page. The desk is staffed 24/7, so the hour you send it does not matter.

Say which device you are watching on — Firestick, Fire TV, Android, Android TV, MAG, Windows or macOS — what the screen actually displayed, and which channel or title it happened on. That detail is usually the difference between a fix and a guessing game. Where diagnosis leads nowhere, or a fix is applied and the fault comes back, the guarantee exists for exactly that outcome. Time spent working a ticket with us is not counted against your 7 days.

3. What Sits Outside the Guarantee

The following are not grounds for money back:

• A change of heart once a term has been watched and the service is behaving as described
• Any claim opened after the 7-day window has closed
• Faults traced to equipment or connectivity outside our control — an unsupported device, exhausted storage, weak wifi, a throttled connection, or a VPN that interferes with playback
• The unused remainder of a longer term. Subscriptions are sold as whole terms and are not split, pro-rated or partly returned
• Accounts closed for breaching the Terms of Service — credentials passed to more people than the plan allows, resale of access, or interference with the platform
• The 24-hour free trial, which is given at no charge and therefore leaves nothing to refund

4. Filing a Claim

Claims are handled by email alone. Send one message to help@catchontv1.email from the address used at checkout — mail sent from a different address takes longer to match to an order — and put the following in it:

• The email address on the order and roughly when the payment went through
• The term you bought and the number of devices it covers
• A plain description of the problem, including anything support has already suggested
• An earlier ticket reference, if you have written to us about this before

Expect a first reply within two working days. We may come back with a question or two before deciding — an error code, a photograph of the screen, the name of your internet provider. Approval is always confirmed in writing, and the subscription is switched off at that point: a term that has been refunded cannot keep streaming.

5. When the Money Arrives

Approved refunds are released at our end the same working day or the one after. Funds travel back along the route they came in on, so a card payment returns to that card; we cannot redirect a refund to a different card, account or wallet. Once released, most banks and payment providers post the credit within three to five working days, although that leg of the journey belongs to them rather than to us.

If five working days pass after our approval email and nothing has landed, reply to that same email and we will trace the transaction with the processor. Where the original card has since expired or been closed, tell us early — the refund still stands, but the provider needs an alternative destination and that adds time.

6. Chargebacks and Payment Disputes

Please speak to us before involving your bank. A dispute filed without warning freezes the account while the processor investigates, strips us of the ability to fix or refund anything directly, and usually takes far longer to conclude than an email would have. When one is opened we hand the processor the order record, the timestamps showing when credentials were delivered, and the full correspondence history. Nearly every case handled that way could have been closed sooner and more quietly through a message to support.

7. Revisions to This Policy

Wording here is revised from time to time as our billing arrangements and payment providers change. Each new version is published on this page under the effective date shown at the top. The version that was live on the day you paid is the one governing your order, so a later revision cannot narrow the guarantee attached to a subscription already bought.