1. Overview
At Prime8K, we strive to provide the highest quality IPTV streaming service. We want every customer to be satisfied. However, because our service is a Digital Product that is delivered instantly and cannot be “returned” like a physical item, we have a strict refund policy in place to prevent abuse.
We strongly recommend that all users take advantage of our 24-Hour Free Trial before purchasing a long-term subscription to ensure that our service works smoothly on their device and internet connection.
2. Eligibility for Refund
We offer a 7-Day Money-Back Guarantee, but it is not unconditional. Refunds are only issued under the following specific circumstances:
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Service Failure: If the service is completely non-functional (e.g., you cannot connect to our servers at all) and our technical team cannot resolve the issue within 48-72 hours.
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Double Payment: If you accidentally paid twice for the same package, the duplicate transaction will be refunded immediately.
3. Non-Refundable Scenarios
We do NOT issue refunds for the following reasons. Please read carefully:
A. User-Side Internet Issues
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We are not responsible for buffering, freezing, or lag caused by your Internet Service Provider (ISP), low bandwidth, high latency, or unstable Wi-Fi.
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If your internet speed is below the recommended 25 Mbps for 4K streaming, a refund will not be granted.
B. Setup & Device Issues
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If you are unable to set up the service because you do not know how to use your device (Firestick, Smart TV, MAG Box, etc.), we will provide support tutorials. However, your inability to configure your own device is not grounds for a refund.
C. Channel Lineup Changes
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As mentioned in our Terms of Service, channel lineups are subject to change. If a specific channel is temporarily removed or down for maintenance, this does not qualify for a full refund of the subscription.
D. “Change of Mind”
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Since the digital credentials (M3U Link/Portal) are sent instantly, we cannot refund users simply because they changed their mind or found another provider.
4. The Refund Process
If you believe you are eligible for a refund based on the criteria above, please follow these steps:
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Contact Support: Email us at support@prime8k.com with the subject line “Refund Request – [Your Order ID]”.
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Troubleshooting: You must allow our support team to troubleshoot the issue first. We may ask for screenshots or speed test results to diagnose the problem.
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Approval: If we cannot fix the technical error on our end, a refund will be approved.
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Timeline: Once approved, funds typically return to your bank account or crypto wallet within 5-10 business days, depending on your payment provider.
5. Chargebacks & Fraud
We take credit card fraud and chargebacks very seriously.
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If you initiate a dispute or chargeback with your bank without contacting us first, your account and device (MAC address) will be permanently banned from our servers and all partner servers in the IPTV network.
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We reserve the right to report fraudulent activity to relevant authorities.
6. Cancellation of Subscription
You may cancel your subscription renewal at any time.
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Since our services are usually one-time payments (not auto-recurring unless specified), you simply do not need to pay the next invoice.
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Cancellation does not result in a refund for the time remaining on the current active subscription.
7. Contact Us
For any billing-related questions, please contact our billing department directly: Email: support@prime8k.com