Refund Policy
Last updated: November 3, 2026
Every LusaView plan is covered by our 7-Day Money-Back Guarantee. Most IPTV problems, such as buffering, a channel that won't load or an app login error, come from the device, the player app or the internet connection, and our support team can usually fix them in minutes. That's why we always start by solving the problem with you. A refund is the final step, used when our team can't get the service working for you.
1. Before You Buy: Use the Free Trial
You can ask for a free trial on WhatsApp before you pay. Use it to check the channels, the picture quality and how the service runs on your own device and internet connection.
2. Our Support Steps Before a Refund
If something doesn't work as it should, here is how we handle it:
- Contact our support. Message us on WhatsApp and tell us the problem, your device and the app you use. A screenshot or short video helps.
- Troubleshoot together. Our team guides you through the fixes, for example restarting the device, updating or reinstalling the app, checking your internet speed or turning off a VPN.
- Try the alternative solutions. If the first fixes don't work, we can send a new login, move you to another server, give you an M3U or Xtream Codes link for a different player app, or recommend a better app for your device.
- Refund as the final step. If the problem still isn't solved after these steps, we refund your payment.
3. When You Can Get a Refund
You qualify for a refund when all of the following are true:
- You contact us within 7 days of your purchase date.
- You reported the problem to our support team and followed the troubleshooting steps they gave you.
- We could not fix the problem within 48 hours of your first message, or the service still doesn't work properly on your device after all the steps above.
4. When a Refund Is Not Available
- You haven't contacted support, or you decline to try the troubleshooting steps or alternative solutions we offer.
- The service works as described, but you changed your mind or wanted a specific channel or title that we never promised. Please use the free trial to check this before you buy.
- The problem is caused by an internet connection slower than the recommended speed, or by a device or app that doesn't support IPTV, and you don't want to use the alternatives we suggest.
- Your login was shared or used on more screens than your plan allows, or our Terms & Conditions were broken.
- More than 7 days have passed since your purchase.
5. How to Request a Refund
If our support steps didn't solve the problem, message us on WhatsApp with:
- The plan you bought and the date of purchase
- A short description of the problem and the steps you tried with our team
6. Processing
Once approved, the refund goes back to your original payment method and your login is deactivated. Card refunds and bank transfers usually take a few business days to appear, depending on your bank or payment provider.
7. After the 7-Day Window
Requests made more than 7 days after purchase aren't covered by the guarantee, but message us anyway. We still help with any technical problem and review special cases one by one.
8. Your Rights
Nothing in this policy limits any rights you have under the consumer laws that apply to you.
9. Questions
If anything here is unclear, message us on WhatsApp before you buy. We're happy to help.