Refund Policy
Every new PrimoTV UK subscription is backed by a money-back guarantee: Essential comes with a 7-day money-back guarantee and ELITE VIP comes with a full 15-day money-back guarantee. If the service does not work the way you expected inside your plan's window, get in touch and we will refund you. This policy explains exactly what is covered, what is not, and how to claim — in plain English.
Wherever this page says "7 days", the window is 15 days for ELITE VIP orders.
1. Who can claim a refund
The money-back guarantee applies to:
- First-time customers buying their first PrimoTV UK subscription on a paid plan listed on the pricing page.
- Trial subscriptions that the customer upgraded to a paid plan within the trial window.
It does not cover renewals of an existing subscription or extensions of a line you have already used past the 7-day window.
2. The 7-day window
The 7-day period starts from the date and time we email your activation details. If you ask for a refund within those 7 days for any of the reasons listed below, we will issue one. After day 7, the refund will be considered on a goodwill basis and is at our discretion.
3. How to claim a refund
- Contact us at contact@primoiptv.com or via WhatsApp at +44 7708 210383.
- Quote the email address used at checkout and the order or payment reference.
- Describe the issue. Where the problem is technical, please give our support team one reasonable attempt to fix it before the refund is processed — most issues are resolved in under 15 minutes.
- If the fix does not work, we refund without further questions.
4. Processing time & method
Refunds are returned to the original payment method. Typical processing times after we approve a refund:
- Card payments: 3–7 business days, depending on your bank.
- PayPal: 1–3 business days.
- Cryptocurrency: refunded as the original asset to the wallet that funded the payment, usually within 24 hours of network confirmation. Note that crypto refunds reflect the value sent, not exchange-rate fluctuations.
5. When a refund is not available
To keep the guarantee sustainable, we do not refund where:
- The 7-day window has expired.
- The dissatisfaction relates to a change a third-party broadcaster has made to their channel (we cannot control broadcaster decisions).
- The dissatisfaction relates to your local internet speed or ISP throttling. Run a speed test — we recommend at least 25 Mbps for stable 4K.
- The account has been suspended or terminated under Section 5 of the Terms of Service (acceptable use).
- The credentials we issued have been shared, resold or published.
- The order is a renewal, top-up or extension of an existing line.
6. Chargebacks & payment disputes
If you have a problem, please contact us before raising a chargeback with your bank or PayPal. Chargebacks cost time and money on both sides and trigger automatic account suspension while the dispute is open. We are happy to refund eligible orders directly — it is faster.
7. Your statutory rights
This policy is in addition to your rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (or equivalent local law). Nothing here limits those rights.
By starting to use the service inside the 14-day cancellation window for digital content, you confirm that you want supply to begin immediately and you accept that the right to cancel ends once the service has been fully supplied. The 7-day money-back guarantee above runs independently of that and is more generous than the statutory minimum.
8. Contact
Email: contact@primoiptv.com
Phone / WhatsApp: +44 7708 210383
Hours: 24 / 7 — every day of the year