Refund Policy

At PureTV, we want you to be completely satisfied with your IPTV subscription. This Refund Policy explains the circumstances under which refunds are available, the process for requesting one, and applicable exceptions.

1. General Policy — No Refunds After Activation

All subscription purchases are final once an account has been activated.

Because our Service provides immediate access to digital streaming content upon payment, we are unable to offer refunds after your account credentials have been delivered and activated. This policy is consistent with standard practices for digital subscription services and is compliant with applicable consumer protection laws in Canada (Quebec Consumer Protection Act and equivalent provincial legislation).

We strongly encourage you to take advantage of our 24-hour free trial before purchasing a paid subscription (see Section 5 below).

2. Eligible Exceptions

Refunds or credits will be considered in the following verified circumstances only:

2.1 Extended Service Outage

If PureTV experiences a verified service outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next billing period. This credit reflects the proportion of your subscription period during which the Service was unavailable.

• The outage must be confirmed on our end and attributable to PureTV's infrastructure.
• Outages caused by your internet service provider, device issues, or third-party apps (including IBO Player) are not eligible.
• Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate Charge

If you were charged more than once for the same subscription plan due to a technical error, you are entitled to a full refund of the duplicate charge(s).

• Proof of duplicate charges (e.g., bank or payment processor statements) may be required.
• Refunds for duplicate charges are processed within 5–10 business days.

3. Non-Eligible Situations

Refunds are not available in the following circumstances:

• You changed your mind after purchasing.
• You purchased the wrong plan.
• You experienced issues with your own internet connection, router, or device.
• You had compatibility issues with hardware or software not supported by PureTV.
• Your account was suspended or terminated due to a violation of our Terms of Service.
• You forgot about your subscription or did not use the Service during your subscription period.
• Content libraries or channel availability changed during your subscription.

4. How to Request a Refund

To submit a refund request for an eligible exception:

• Email us at [email protected] with the subject line: Refund Request — [Your Account Email]
• Include the following in your message:
  • Full name on the account
  • Email address used to register
  • Date of purchase
  • Description of the issue (outage details or duplicate charge evidence)
  • Payment reference number (if available)
• Requests must be submitted within 7 days of the qualifying event.
• Our team will review your request and respond within 3 business days.

5. Free Trial

PureTV offers a 24-hour free trial to allow you to evaluate the Service before committing to a paid plan. We encourage all new users to take advantage of this offer.

To request a free trial, use the trial form on our homepage at https://puretv.ca or contact us at [email protected].

6. Refund Processing

Approved refunds are processed as follows:

• Refunds are returned to the original payment method used at the time of purchase.
• Processing time: 5–10 business days after approval, depending on your bank or payment provider.
• PureTV is not responsible for delays caused by financial institutions.

7. Chargebacks

We ask that you contact us at [email protected] before initiating a chargeback with your bank or payment provider. Unauthorized chargebacks may result in immediate account suspension and may be disputed.

If a chargeback is found to be fraudulent or in violation of these terms, PureTV reserves the right to pursue recovery through appropriate legal channels.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted at https://puretv.ca/refund.html with an updated "Last updated" date. Continued use of the Service after changes constitutes acceptance of the revised policy.

9. Contact

For refund inquiries or questions about this policy:
Email: [email protected]
Website: https://puretv.ca

Our support team is available to assist you and aims to respond to all inquiries within 24 hours.