Refund Policy

This Refund Policy applies to subscriptions, 1 € trials and player app activations purchased directly through connectdigitv.com or an official ConnectDigiTv support channel.

These policies describe ConnectDigiTv's standard worldwide commercial rules. Nothing in them excludes, restricts or replaces any consumer, privacy, payment or other legal right that cannot lawfully be excluded in the customer's jurisdiction. If a mandatory rule conflicts with this policy, the mandatory rule applies to the extent of that conflict.

Refund calculations begin from the recorded setup, activation and payment information connected to the order.

The 1 € trial provides 48 hours of access for testing the service on the customer's own device and connection. The 48-hour period begins when the trial login is activated and confirmed working.

• The trial does not renew automatically.
• The trial may be purchased again when the customer wishes to test the service another time.
• The trial normally uses the temporary free period provided by the selected player app.
• A one-year player activation is not included with the trial. It may be added for 3 €, making the total 4 €.

Completed trial access is normally non-refundable under our voluntary commercial refund programme because it is supplied specifically for testing. This does not affect mandatory rights where access was not supplied, was materially faulty or applicable law requires another remedy.

The three-day commercial refund period begins after setup is completed, the service is confirmed working and payment is made.

• A customer may request a voluntary refund during this period even when ConnectDigiTv is not at fault.
• When the request is not caused by a verified ConnectDigiTv fault, 10% is deducted from the refundable subscription amount as a refund-service deduction.
• Where a one-year player activation was actually completed or supplied with the order, its standard 3 € value is excluded from the refundable amount.
• If support verifies a ConnectDigiTv fault that cannot be resolved, the voluntary 10% deduction is not applied.

Any deduction is applied only to the extent permitted by applicable law and cannot remove mandatory rights.

Refund calculation: Refundable amount is calculated from the amount actually paid, less any completed non-refundable component and any voluntary deduction that lawfully applies.

After the first three days, our additional commercial refund programme applies when a verified problem from ConnectDigiTv's side makes the full service unavailable for more than 48 continuous hours and support cannot resolve it after a reasonable opportunity to investigate.

• The approved refund covers the unused remaining subscription value.
• A completed player activation value is excluded from the refundable amount.
• The customer cannot receive both an outage refund and uptime compensation for the same interruption.
• Problems limited to one channel, title, event, category or source are handled through support and do not qualify under this commercial full-service outage rule.

This section does not limit any mandatory remedies that may apply to faulty, misdescribed or unsupplied digital services.

Subject to mandatory law, the voluntary commercial refund programme does not apply to:

• Change-of-mind requests made after the first three days.
• Problems caused by the customer's internet provider, Wi-Fi, local network, VPN, device, operating system or third-party player app.
• Incorrect manual configuration changes made by the customer.
• Streaming on more devices at the same time than the purchased connection count allows.
• An incorrect MAC address, Device ID or Device Key supplied by the customer.
• One unavailable channel, film, series, event or category where the rest of the service remains available.
• Fraud, payment reversal after service delivery, deliberate abuse or serious Terms violations.

If a verified service interruption is reported promptly through WhatsApp and confirmed by support, a customer who keeps the subscription may receive the highest applicable compensation level:

Compensation levels are not cumulative. Compensation applies only when the customer keeps the subscription. Choosing a refund for the same interruption means no renewal discount or additional subscription time is also provided.

Minimum verified down days:

• Below 99%: 1 day for a 1-month plan, 2 days for a 6-month plan, or 4 days for a 12-month plan.
• Below 90%: 4 days for a 1-month plan, 19 days for a 6-month plan, or 37 days for a 12-month plan.
• Below 85%: 5 days for a 1-month plan, 28 days for a 6-month plan, or 55 days for a 12-month plan.

Completed standalone player app activations and completed activations included with subscriptions are normally excluded from voluntary refunds because they are assigned to the selected app and device.

A free replacement is provided when activation fails because of a verified ConnectDigiTv error or when our team enters device information incorrectly after the customer supplied the correct information.

A free replacement is not normally provided when the customer submits an incorrect identifier, changes the device, chooses a different player app, loses the device or requests a transfer that the app developer does not support. This does not affect mandatory rights where activation was not supplied correctly.

• Approved refunds are processed within seven business days.
• Refunds may be returned through the original payment method or another practical method agreed with the customer.
• Service access ends immediately when a refund is approved.
• False information, fabricated outage evidence or fraudulent claims may be rejected.

Send the request through WhatsApp or email and include the order reference, the WhatsApp number used for the order, the date the problem started, the affected device and player, and the troubleshooting already completed.

Email: support@connectdigitv.com
Subject: Refund Request — [Your WhatsApp Number]

Support will normally troubleshoot the issue before a refund decision is made.

We may update this policy when the service changes. The current version and update date are published on the website. Changes do not alter subscription time or payments already completed unless the customer agrees or applicable law requires the change.

Questions about this policy? Visit our Contact page to choose WhatsApp or email.