Refund Policy

A refund may be approved within 3 days of purchase when a verified technical problem prevents the service from working and support cannot resolve it after reasonable troubleshooting.

Conditions:

• The request is submitted within 3 days of purchase
• The issue is a verified technical failure
• The customer has cooperated with support troubleshooting steps

Refund amount: The purchase price minus a 10% service fee to cover processing and setup costs.

Refunds are not issued within this window for change of mind, device incompatibility when confirmed unsupported before purchase, or problems caused by the customer's internet connection or local network.

After the 3-day window, refunds are calculated based on unused subscription time in cases where the service fails and support cannot resolve the problem.

How it works: The refund is proportional to the time remaining in the subscription that was not usable due to the verified fault.

Example: A 1-month subscription where the service stopped working and could not be fixed after 15 days — the customer receives approximately 50% of the price back, reflecting the unused half of the plan.

No service fee applies to pro-rata refunds after the 3-day window.

If a verified service interruption is reported via WhatsApp and confirmed by our support team, compensation is applied based on the highest applicable level of verified downtime during your subscription period:

Only the highest applicable compensation level is provided. Compensation levels are not cumulative.

How uptime is calculated: Uptime is calculated based on your total plan days minus verified down days. Below are the minimum verified down days required to reach each compensation tier:

Tier 1 — Below 99% → 10% off next renewal

• 1-month plan (30 days): minimum 1 verified down day = 96.7% uptime
• 6-month plan (180 days): minimum 2 verified down days = 98.9% uptime
• 12-month plan (365 days): minimum 4 verified down days = 98.9% uptime

Tier 2 — Below 90% → 1 free month added

• 1-month plan (30 days): minimum 4 verified down days = 86.7% uptime
• 6-month plan (180 days): minimum 19 verified down days = 89.4% uptime
• 12-month plan (365 days): minimum 37 verified down days = 89.9% uptime

Tier 3 — Below 85% → 2 free months added

• 1-month plan (30 days): minimum 5 verified down days = 83.3% uptime
• 6-month plan (180 days): minimum 28 verified down days = 84.4% uptime
• 12-month plan (365 days): minimum 55 verified down days = 84.9% uptime

Important: Downtime must be reported to support via WhatsApp as soon as it occurs to be eligible for verification. Unverified or unreported interruptions do not qualify. Mention it when you contact us to renew and we will apply the compensation.

• Change of mind after the account has been delivered and the service is working
• Account suspended or terminated due to Terms of Service violations including unauthorized sharing or reselling
• Problems caused by the customer's internet provider, local network, or device
• Device incompatibility when confirmed by support before purchase
• Requests submitted outside the eligible window with no qualifying service fault

Player app activations (1-year and Lifetime) are strictly non-refundable.

If you experience a verified activation issue, contact support via WhatsApp with your original order reference and device details. Our team will investigate and provide a free replacement activation when applicable.

Replacements are not issued for:

• Device damage, loss, or replacement by the customer
• App issues caused by the customer's device settings or operating system
• Requests where the activation is still functioning

Contact support within the eligible period through:

• WhatsApp: number listed on connectdigitv.com (preferred)
• Email: support@connectdigitv.com — subject line: Refund Request – [Your WhatsApp Number]

Include your order reference and a clear description of the problem. Support will troubleshoot first. Approved refunds are returned to the original payment method within 5–10 business days.

This policy may be updated. The date at the top reflects the most recent version.

support@connectdigitv.com WhatsApp: listed on connectdigitv.com