💬
💰 Legal Document
Refund
Policy.
Last updated: January 1, 2025 • Effective immediately
— Table of Contents
- Overview & Commitment
- Eligibility for Refunds
- Non-Refundable Situations
- Refund Request Process
- Processing & Timeline
- Partial Refunds
- Chargebacks & Disputes
- Contact Us
— 01
Overview & Commitment
At TVNado, we stand behind the quality of our streaming service. We understand that circumstances change, and we aim to handle every refund request fairly, quickly, and with respect for our customers.
This Refund Policy outlines the conditions under which TVNado will issue refunds and the process for requesting one. By subscribing to any TVNado plan, you agree to the terms described herein.
⚡ Quick answer: If our service isn’t working as advertised within your first 48 hours, contact us on WhatsApp and we’ll make it right — no questions asked.
— 02
Eligibility for Refunds
You may be eligible for a full or partial refund under the following conditions:
- Service not delivered: Your subscription credentials (M3U/Xtream Codes) were not delivered within 24 hours of confirmed payment.
- Technical failure: The service is completely non-functional on your device and our support team has been unable to resolve the issue within 72 hours.
- Duplicate payment: You were charged more than once for the same subscription period.
- Incorrect plan billed: You were charged for a plan different from the one you ordered.
- 48-hour satisfaction window: New subscribers who are unsatisfied and contact us within 48 hours of their first activation.
💡 We strongly encourage you to use our free trial (where available) before purchasing to ensure compatibility with your device and internet connection.
— 03
Non-Refundable Situations
The following situations are not eligible for refunds. Please review these carefully before purchasing:
- Change of mind after 48 hours of activation.
- Internet connection issues on your end (slow speed, ISP throttling, router problems).
- Device incompatibility if you did not test with a free trial or verify compatibility before purchase.
- Specific channel unavailability — our channel lineup may change without notice due to broadcast rights.
- VPN-related issues — we do not guarantee performance when a VPN is active.
- Account sharing violations — accounts suspended for exceeding simultaneous connection limits.
- Partial month usage — we do not prorate refunds for unused days if you cancel mid-subscription.
- Renewals — subscription renewals are non-refundable once processed.
⚠️ Important: TVNado is a digital service. Once your credentials are activated and accessed, the service is considered delivered and consumed.
— 04
Refund Request Process
To request a refund, follow these steps:
- Step 1 — Contact support: Reach our team via WhatsApp at +212 635 415 383 within the eligible timeframe.
- Step 2 — Provide details: Include your order reference, the email or phone number used at purchase, and a clear description of the issue.
- Step 3 — Allow investigation: Our team will review your case within 24–48 hours and may ask for screenshots or additional information.
- Step 4 — Resolution: If approved, your refund will be processed via the original payment method within the timeline specified in Section 5.
All refund requests must be submitted in writing via WhatsApp or email. Verbal requests cannot be processed.
— 05
Processing & Timeline
Once a refund is approved:
- Cryptocurrency payments: Refunded within 3–5 business days to the original wallet address.
- Bank transfers / USDT: Processed within 5–7 business days.
- Other payment methods: Timeline varies by provider, typically 5–10 business days.
💡 TVNado does not control processing times on the payment provider’s side. If your refund has not appeared after 10 business days, contact your payment provider before reaching back out to us.
— 06
Partial Refunds
In cases where a full refund is not applicable but the situation warrants compensation, TVNado may offer a partial refund or service credit at our discretion. Examples include:
- Extended outages affecting your service for more than 72 consecutive hours.
- A significant portion of subscribed channels becoming unavailable for an extended period.
- Technical issues partially resolved but not fully corrected within a reasonable timeframe.
Partial refund amounts are calculated based on the proportion of the subscription period affected and the severity of the issue. Service credits will be applied to your next renewal.
— 07
Chargebacks & Disputes
We strongly encourage customers to contact us before initiating a chargeback with their payment provider. Most issues can be resolved quickly and amicably through direct communication.
⚠️ Chargeback policy: Accounts associated with unauthorized or fraudulent chargebacks will be permanently suspended. TVNado reserves the right to contest any chargeback where service was delivered as described.
If a dispute is filed, we will provide payment processors with all relevant evidence including delivery confirmation, activation logs, and communication records.
— 08
Contact Us
Have a question about this policy or want to request a refund? Our support team is available 24/7 via WhatsApp.
Need help with a refund?
Our team typically responds within minutes.