Refund Policy

1. The promise in one paragraph

If something is genuinely wrong with the ZentelTV service in the first 7 days of your subscription and our support team can't fix it, we'll refund you in full. No interrogations, no fine print designed to trip you up. This policy explains exactly when and how that works.

2. Why we offer a free trial first

The best refund is the one you never need. That's why we offer a free 24-hour trial before purchase — so you can confirm the service, channel quality and device compatibility before committing. Claim your free trial here. Customers who buy after testing rarely need a refund.

3. Who is eligible for a refund

You can request a full refund within 7 calendar days of your purchase date if:

• The service has a persistent technical fault we cannot resolve within a reasonable time.
• A specific channel package you were promised is not actually available on your line.
• The streaming quality cannot meet what we advertised, despite confirming your internet connection meets our recommended speeds (10 Mbps for HD, 25 Mbps for 4K).
• You purchased by mistake (e.g. duplicate order, wrong plan).

We process eligible refund requests in full — no partial deductions for the days you've used.

4. What is not covered

To keep this fair to genuine customers and to protect against abuse, the following situations are not eligible for a refund:

• Buyer's remorse after extensive use. If you've consumed the service heavily for several days and now want a refund without a technical reason, we will decline.
• Issues we weren't given a chance to fix. Please contact support before requesting a refund — most "broken" services are a 5-minute settings adjustment.
• Local internet problems. Slow Wi-Fi, ISP throttling, mobile data caps, or VPN routing issues are not faults of our service.
• Device incompatibility you didn't tell us about. If you're using a device we said wasn't supported during pre-sales chat, the purchase is at your own risk.
• Refund requests made after the 7-day window. We're firm on this date because subscriptions are activated immediately and consume real server resources.
• Subscriptions cancelled by us for breach of Terms. Sharing your line, attempting to redistribute the service, or other breaches of our Terms of Service forfeit any refund right.

5. How to request a refund

The fastest way is to message us on WhatsApp at +44 7411 284928. Alternatively, email [email protected] with:

• The email address used to purchase.
• Your order date and amount.
• A short description of the issue and what troubleshooting you've already tried.
• Screenshots or short videos if applicable — they speed everything up.

We aim to respond within a few hours and to resolve all refund requests within 3 business days.

6. How long refunds take to arrive

Once approved, refunds are issued back to the original payment method:

• Stripe (cards) & PayPal: 3–10 business days, depending on your bank.
• UK bank transfer: usually 1–2 business days.
• Cryptocurrency: a stablecoin equivalent (USDT or USDC) of the original GBP amount, sent within 24 hours of approval. We do not refund in volatile crypto due to exchange-rate risk.

7. Chargebacks and disputes

Please contact us first before initiating a card chargeback or PayPal dispute. We resolve almost every issue directly and quickly. Filing a chargeback without contacting us first wastes everyone's time and can result in the disputed account being suspended pending resolution.

8. Statutory rights

Nothing in this policy affects your statutory rights as a UK consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. By beginning to use the IPTV service immediately after purchase, you expressly request that the service be supplied during the cancellation period and acknowledge that this can affect the standard 14-day cancellation right for digital content.

9. Contact

Refund questions, edge cases, or anything else — just ask:

WhatsApp: +44 7411 284928
Email: [email protected]
Address: 64-73 Minories, London EC3N 1JL, United Kingdom