Refund Policy — Krooz TV

1. Try Before You Buy — 24-Hour Free Trial

Every new customer can request a complete 24-hour free trial with unrestricted access to the same servers and content our paying subscribers use. We strongly recommend testing the trial on the exact device you plan to use — whether that's a Firestick, Smart TV, Android box, iPhone, iPad, MAG, Formuler, or PC — and, where possible, during peak evening hours when network demand is highest.

2. All Sales Final After Activation

Because Krooz TV is a digital service that is delivered instantly, all purchases are final and non-refundable once your subscription has been activated and your access credentials — including M3U URLs, Xtream Codes logins, or MAC address activation — have been delivered to you by email, WhatsApp, or any other agreed channel.

This policy exists because:

• Activation takes place instantly and cannot be undone
• Login credentials cannot be "returned" once they have been issued
• We cannot verify whether a stream has already been watched or shared with others
• Under the Consumer Contracts Regulations 2013, digital content and services lose their cancellation right once delivery has begun — which happens the moment your credentials are issued

3. Technical Problems — We Fix Them Free, We Don't Refund Them

If you run into buffering, freezing, channels not loading, EPG issues, or VOD playback problems, our support team will resolve the issue at no cost. We provide:

• Instant server switching to find the fastest route to your location
• Free setup help over WhatsApp — most installations take under 2 minutes
• App recommendations tailored to your device (TiviMate, IPTV Smarters Pro, IBO Player, GSE, and more)
• EPG updates and channel-list refreshes
• Network troubleshooting guidance for Wi-Fi, routers, and ISP throttling
• VPN advice if your ISP restricts IPTV traffic

In our experience, the vast majority of reported problems trace back to local network configuration, router settings, or the IPTV player in use — not to our servers. Our infrastructure is designed for stability, and we monitor it around the clock to keep it that way.

4. The Only Two Cases Where We Refund

We will issue a full refund in exactly two situations:

• 1. Prolonged service outage: If our servers are completely unavailable for more than 48 consecutive hours and we cannot offer a working alternative.
• 2. Duplicate payment: If you were accidentally charged more than once for the same order or subscription period.

5. Situations We Cannot Refund

We are unable to offer refunds for the following reasons:

• Change of mind after activation has occurred
• Slow or unstable internet on your side (we recommend at least 15 Mbps for HD and 30 Mbps for 4K — check your speed at fast.com before buying)
• Device incompatibility that was not tested during the free trial
• Problems with third-party apps we do not control (though we do support popular IPTV players such as TiviMate, IPTV Smarters Pro, and IBO Player)
• Individual channels going temporarily offline (we maintain redundant streams for our most popular channels)
• Using a VPN that blocks, throttles, or reroutes streaming traffic
• Purchasing the wrong plan length (we offer 1, 3, 6, and 12-month options — please choose carefully)
• Not reviewing the channel list or content catalogue before purchasing
• Buffering during major live sporting events (we operate dedicated event servers, but global demand can still cause temporary strain)

6. How to Get Support (Not a Refund)

If something isn't working, contact us right away and we'll fix it for free:

Please include your username or order number and, if possible, a short video or screenshot of the issue. When we can see exactly what's happening, we can usually resolve it almost instantly.

7. Chargebacks & Payment Disputes

Opening a chargeback or a payment dispute without contacting us first is a breach of our Terms and Conditions. Doing so will result in:

• Immediate account termination without prior warning
• Permanent blacklisting from all Krooz TV services
• Legal recovery action for chargeback fees and any resulting losses

8. Subscription Renewals

All Krooz TV plans are one-time purchases that never auto-renew. You will never see an unexpected charge from us. Once your plan ends, you simply choose whether to purchase a new subscription. We send friendly reminders before your service expires so you're never caught off guard.