Refund & Cancellation Policy

1. Policy Overview

At PrimeUS ("PrimeUS"), we strive to ensure our viewers enjoy stable, high-definition streaming on their preferred playback hardware. We aim to handle refund and cancellation inquiries fairly, transparently, and professionally.

Because IPTV service delivery involves digital account credentials provisioned immediately upon purchase, this policy defines the specific conditions under which refunds may be granted.

2. Free Trial Priority (Test Before Subscribing)

To prevent unexpected compatibility issues, we strongly urge every potential customer to request our Free 24-Hour Evaluation Trial before purchasing any subscription package.

Testing our streams during the evaluation window allows you to verify that your internet service provider (ISP), local Wi-Fi, and chosen IPTV player (e.g. TiviMate, IPTV Smarters) function properly with our streams prior to any financial commitment.

3. Refund Eligibility Criteria

A refund request may be reviewed and considered eligible under the following specific circumstances:

• Timely Submission: The refund request is submitted within 7 days of initial subscription purchase.
• Verified Technical Failure: You experience persistent service failure attributable to our server infrastructure that our support team is unable to resolve after reasonable troubleshooting.
• Duplicate Transactions: An accidental duplicate transaction occurred for the same service package.
• Trial Prior Verification: You completed our troubleshooting guidance via WhatsApp or email to attempt resolving playback errors.

4. Non-Refundable Circumstances

Refunds will not be issued in the following situations:

• Requests submitted after the 7-day review window from the initial purchase date.
• Local network problems, including inadequate internet bandwidth, ISP throttling, or weak home Wi-Fi reception.
• Incompatibility caused by unsupported third-party hardware, outdated operating systems, or corrupt player applications.
• Suspension or termination of service resulting from violations of our Acceptable Use Policy (e.g. account sharing outside the household or unauthorized commercial restreaming).
• Minor, temporary fluctuations in specific channel availability or program schedule updates originating from source broadcast feeds.
• Changes of mind after significant active viewing on the account.

5. How to Submit a Refund Request

To request a refund review, follow these steps:

1. Contact Official Support: Reach out to our official desk via WhatsApp (+212665024593) or email (support@iptvprimeus.shop).
2. Provide Order Details: State your full name, order reference, registered email address, and the specific reason for your request.
3. Technical Review: Allow our technical desk to inspect connection logs and verify server status.
4. Decision Notification: You will receive a written confirmation regarding your request review within 24–48 hours.

6. Processing Timelines & Methods

When a refund is approved, it is remitted back through the original payment channel. Processing intervals depend on your financial institution:

• Standard banking cards and payment processors typically reflect refunds within 3 to 7 business days.
• Upon refund issuance, the associated IPTV account credentials and server access will be deactivated immediately.

7. Cancellation & Expiration

PrimeUS operates strictly on fixed upfront subscription periods (1, 3, 6, or 12 months). Because we do not enforce recurring credit card billing, there is no need for complicated cancellation forms.

If you choose not to continue service at the end of your prepaid period, your subscription will simply expire automatically without any cancellation penalties or renewal charges.

8. Policy Abuse Prevention

We reserve the right to decline refund requests where evidence suggests deliberate abuse, including repeated purchase-and-refund cycles, chargeback fraud, or fraudulent trial exploitation. Such accounts will be permanently blacklisted from our platform.

9. Contact Refund Support

For questions or requests concerning this Refund Policy, contact our desk: