Clear conditions for reviewing and processing refund requests
This Refund Policy explains the eligibility requirements, review process and handling of refund requests relating to orders placed through bestcanada-iptv.ca.
This Policy applies to subscriptions and digital access purchased directly through bestcanada-iptv.ca.
It describes the voluntary 30-day money-back guarantee offered by the website, the information required to submit a request and the procedure followed when reviewing a claim.
Any mandatory consumer rights available under applicable Canadian federal, provincial or territorial law remain fully protected.
Orders completed through bestcanada-iptv.ca are covered by a voluntary money-back guarantee for 30 days from the date of purchase.
A refund request may be reviewed when the purchased access was not properly delivered or when a significant technical restriction directly related to the service prevents its normal use.
The purpose of the guarantee is to provide a reasonable opportunity for the customer and our support team to identify and resolve any service-related issue.
This voluntary guarantee is provided in addition to any mandatory legal rights and does not replace or restrict them.
A request under the voluntary guarantee must be submitted within 30 calendar days of the purchase date shown in the order confirmation.
Requests received after this period will generally no longer qualify for review under the voluntary 30-day guarantee.
Any mandatory legal rights that may apply remain independent of this deadline.
To identify the order and properly review the request, the customer must provide:
the customer’s full name;
the email address used when placing the order;
the order or invoice number;
the purchase date;
a clear description of the issue encountered.
Where reasonably required, our support team may also request screenshots, application details, device information, connection information or other technical details relevant to the reported issue.
Customers should avoid sending passwords, complete payment card information or other unnecessary sensitive information.
Before making a refund decision, our customer support team will first attempt to determine the cause of the reported restriction.
The customer may be asked to complete reasonable troubleshooting steps relating to:
the application or media player being used;
the device and its compatibility;
the internet connection;
the login information;
the application settings;
the service configuration.
Where access can be restored by correcting settings, installing a compatible application, updating the configuration or providing replacement access details, our team will guide the customer through the necessary steps.
A refund request may be considered when:
the paid access was not delivered;
activation could not be completed after the payment was properly confirmed;
a significant restriction directly attributable to the provided service prevents normal use;
the reported issue continues after reasonable troubleshooting steps have been completed;
our support team is unable to provide a functional solution within a reasonable period.
Every request is assessed individually based on the order information, technical circumstances and supporting details available.
Submission of a request does not automatically guarantee that a refund will be approved.
The voluntary guarantee does not generally cover issues resulting from:
a slow, unstable, interrupted or insufficient internet connection;
an incompatible, incorrectly configured or underperforming device;
the use of an unsuitable, outdated or incompatible application;
incorrectly or incompletely entered login details or settings;
restrictions caused by the customer’s network, region or internet service provider;
temporary issues affecting the customer’s own equipment or network;
failure or refusal to complete reasonable troubleshooting steps suggested by customer support;
unauthorized sharing, resale or transfer of login details;
use of the subscription in a manner that is abusive, fraudulent or contrary to the applicable service terms.
A change of mind after the subscription has been activated does not automatically qualify for a refund under the voluntary guarantee.
The complete review period begins once all information reasonably required to assess the request has been received.
If information is incomplete or additional verification is required, the review may be paused until the requested details are provided.
After completing the assessment, the customer will be informed whether the request has been approved or declined.
When a request is declined, the decision may be based on the available information, the cause of the issue, the troubleshooting already completed and the conditions of this Policy.
When a refund is approved, it will normally be issued through the payment method used for the original order whenever technically and operationally possible.
Internal processing generally takes between 5 and 10 business days after approval.
Additional time may be required for the refunded amount to appear in the customer’s account. This additional period depends on the bank, card issuer, payment provider or financial institution involved.
We are not responsible for processing delays caused solely by a third-party payment provider or financial institution after the refund has been issued.
This voluntary 30-day money-back guarantee does not replace, exclude or restrict any mandatory consumer rights available under applicable Canadian law.
Consumer protection requirements may vary depending on the customer’s province or territory, the circumstances of the transaction and the nature of the issue.
Where a mandatory legal right applies, that right will remain effective regardless of any provision in this voluntary Policy.
Nothing in this Policy is intended to exclude liability or consumer protection that cannot legally be excluded.
Refund requests that are fraudulent, repetitive or clearly abusive may be declined to the extent permitted by applicable law.
This may include situations where:
false or misleading information is submitted;
payment documents or screenshots have been modified or falsified;
login details have been shared, transferred, resold or used without authorization;
the subscription has been used in a fraudulent or abusive manner;
multiple improper refund requests are submitted by the same customer or through the same payment method;
a payment dispute or chargeback is initiated using knowingly false information.
Where appropriate, access may be suspended while suspected misuse or fraud is investigated.
This Refund Policy may be updated to reflect changes to our services, internal procedures, payment processes or applicable legal requirements.
The most recent version will be published on bestcanada-iptv.ca.
Changes will not reduce mandatory rights that already apply to a completed transaction.
13. Contact and Refund Requests
To submit a refund request, customers may use the contact details provided on the Contact page of bestcanada-iptv.ca.
The request should include all information listed in Section 4 of this Policy.
For faster review, customers should submit one complete request and continue the discussion through the same communication channel whenever possible.
