Refund Policy

Our Commitment to You

OrlaTv guarantees the high standard of our IPTV subscription service. This policy explains when refunds can be provided, promoting transparency and equity for all users.

Refund Eligibility

You might qualify for a complete or partial refund under these conditions:

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

Follow these steps to submit a refund request:

Contact our support team via WhatsApp at Contact us via WhatsApp.
Use the subject line: "Refund Request".
Include your full name, the email address used for your subscription, and the reason for your request.

Sample Refund Request Message

WhatsApp: Contact us via WhatsApp

Message Title: Refund Application

Greetings,

My purpose in writing is to ask for a refund for my IPTV subscription.

My Name: [Your Entire Name]

My Email: [Your Subscription Email Address]

Reason for Refund: [Shortly explain your issue here, for instance, technical glitches, repeated payment, etc.]

Thanks.

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 Case review by support team
Same day after approval Refund initiated to your original method ({Payment Gateway 1} / {Payment Gateway 2})
5–10 business days Funds appear depending on bank/card issuer

We'll send you an email notification at every stage. Response times could be longer on weekends or holidays.

Exceptions (When Refunds Are Not Provided)

No refunds will be issued under these circumstances:

You are unhappy with the channel list or content provided.
Your internet connection is too slow or unstable to stream content.
You have violated our Terms of Service (e.g., account sharing).
You are facing geo-blocking issues in your country that are beyond our control.

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 via WhatsApp.

Frequently Asked Questions (FAQ)

Approved refunds are completed within 3 working days, but your financial institution might take 5-10 business days to display the amount.

Refunds aren't typically given for changed preferences after the 7-day period. We advise you to explore our features and get all your questions answered prior to subscription.

We automatically renew subscriptions. In case you don’t cancel before the renewal date, contact us immediately. Refunds for renewals are determined based on individual circumstances.