Refund Policy

Our Commitment to You

At Shack TV, we stand by the quality of our IPTV subscription service. This policy outlines when a refund may be granted, ensuring a transparent and fair process for all our customers.

Refund Eligibility

You may be eligible for a full or partial refund under the following circumstances:

  • 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

To request a refund, please follow these steps:

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

Sample Refund Request Message

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

You’ll receive an email update at each step. Response times may extend during weekends or holidays.

Exceptions (When Refunds Are Not Provided)

Refunds will not be granted in the following situations:

  • 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)

Once approved, refunds are processed within 3 business days, but it may take 5-10 business days for the funds to reflect in your account, depending on your bank or payment provider.

Refunds for a change of mind are generally not provided after the initial 7-day window. We encourage you to review our features and ask any questions before subscribing.

Our subscriptions auto-renew. If you forget to cancel before your renewal date, please contact us immediately. Refunds for renewals are assessed on a case-by-case basis.