Refund Policy

Satisfaction Commitment

At Vivi-Mate, we are committed to providing a smooth, stable, and high-quality IPTV experience. We understand that certain situations may require a refund request, and our team will always do its best to assist you quickly and professionally.

Before Requesting a Refund

• Technical Issues: If you experience connection, playback, or access problems, please contact our support team first. Most issues can be resolved within minutes.
• Streaming Problems: Buffering, freezing, or interruptions may be related to your internet connection, DNS, or VPN. Our support team will help restore optimal streaming quality.
• Missing Content: If certain channels or categories are unavailable, contact us. Our catalog is regularly updated, and we welcome your feedback.

Refund Conditions

• Refunds are granted only if the service does not function properly after assistance from our technical support team.
• Refund requests must be submitted within a reasonable time after purchase (generally within 7 days).
• Payments made through third parties (resellers, external platforms, etc.) may be subject to their own refund policies.
• Once the subscription is activated and the service is functional, a full refund is not guaranteed.

How to Request a Refund

For any refund or assistance request, please contact us and provide the following information:

• Your full name and the email address used for the order
• The purchase date and proof of payment
• A brief description of the issue encountered