Refund Policy

Our Commitment to You

At KenoaTV, we prioritize the excellence of our IPTV subscription service. This policy delineates the circumstances under which refunds may be approved, fostering a transparent and fair procedure for all customers.

Refund Eligibility

You might qualify for either a complete or a partial refund in these situations:

Technical Failures: Service is completely non-functional on your compatible device for 72+ consecutive hours due to a fault on our side.
Duplicate Payments: Accidental duplicate charge for the same subscription period.
Initial 7 Day Windownew customers: Request within 7 days of first purchase after attempting support-led troubleshooting.

How to Request a Refund

For a refund request, please follow these steps:

Connect with our support team through Contact page.
Please title your message: "Refund Request".
Please provide your complete name, the email linked to your subscription, and the reason for your inquiry.

Sample Refund Request Message

Contact: Send a message via our Contact page

Message Title: Refund Inquiry

Hello,

I would like to formally request a refund for my IPTV subscription.

My Name: [Your Full Name]

My Email: [Your Subscription Email]

Reason for Refund: [Clearly state your reason here, e.g., system glitches, repeated charges, etc.]

Thank you.

What We Need to Process Your Refund

Account email used at checkout
Order/transaction ID from {Payment Gateway Name}
Brief reason and steps already tried with support
Device/app details (e.g., Firestick + IPTV Smarters)

Processing Timeline

0–3 business days Evaluation conducted by assistance group
Same day after approval Your refund has been processed back to your original payment method ({Payment Gateway 1} / {Payment Gateway 2}).
5–10 business days Availability of funds relies on issuer policies.

Expect an email notification for every update. Weekend or holiday response times might be longer than usual.

Exceptions (When Refunds Are Not Provided)

Refunds are not applicable under these specific circumstances:

You feel dissatisfied with the content or channel list provided.
Your internet service is too slow or unreliable to stream content.
You have breached our Terms of Service (e.g., account sharing).
The geo-blocking challenges present in your region are unfortunately not manageable by us.

How to Avoid Refund Requests

Check Compatibility: Confirm your device/app supports M3U/Portal before purchase.
Stable Internet: Use 30 Mbps+ and 5GHz Wi Fi or Ethernet for 4K.
Use Setup Guides: Follow our step by step Installation page.
Ask Support First: Most issues are solved in minutes—please contact support.

Frequently Asked Questions (FAQ)

After approval, refunds are typically handled within three business days; however, it could take around five to ten business days for the funds to appear in your account, based on your bank or payment provider. For updates, please contact support.

Typically, refunds for changes of mind are not issued beyond the first 7-day period. We recommend that you thoroughly examine our features and reach out with any inquiries prior to subscribing. For complete information, refer to our Refund Policy or reach support.

Our subscription services automatically renew. Should you forget to cancel prior to the renewal date, we encourage you to contact us without delay. Refunds for renewals are evaluated individually. Discover more in our Terms.