Refund Policy
This Refund Policy explains how refund requests for VISTAVO TV purchases and subscriptions are handled. By purchasing a service, you acknowledge that you have had an opportunity to review the plan, price, duration, included features, and applicable refund conditions before payment.
1. General Refund Principle
Refund requests are reviewed individually based on the transaction, activation status, reason for the request, time elapsed since purchase, technical circumstances, and applicable law.
Where a purchase is eligible for a refund, the refund is normally issued through the original payment method or another method reasonably available to the payment provider. Processing times may depend on the payment provider and the customer's bank.
2. Requests for Refunds
Customers who believe they are entitled to a refund should contact support as soon as possible and provide:
- Name used for the order.
- Order or transaction reference, if available.
- Date of purchase.
- Plan purchased.
- Reason for the refund request.
- A clear description of any technical problem, including the device or application involved.
3. Technical Problems
If you experience a technical problem, please contact support before opening a payment dispute or chargeback. We may first attempt reasonable troubleshooting or provide configuration guidance where the problem is within the scope of our service.
A technical issue does not automatically create a refund entitlement when the issue is caused by an unsupported device, incorrect customer configuration, an internet connection, third-party software, device limitations, or another factor outside the service itself. Each request is reviewed on its facts and subject to applicable consumer rights.
4. Duplicate Payments
If you were charged more than once for the same purchase because of a verified duplicate transaction, contact support with the relevant transaction references. After verification, an eligible duplicate charge may be refunded.
5. Unauthorized Transactions
If you believe a transaction was made without your authorization, contact us promptly and also notify the relevant payment provider or bank where appropriate. We may request transaction details necessary to investigate the claim.
6. Incorrect Purchase
Customers are responsible for reviewing the selected plan, duration, price, and other information before completing payment. If you accidentally purchase the wrong plan, contact support promptly. A change, cancellation, credit, or refund may be considered depending on whether the service has been activated and the circumstances of the request.
7. Activated or Partially Used Services
Once a digital service has been activated or used, refund eligibility may be affected because the service has already been delivered. This does not remove any mandatory rights that apply under consumer-protection law.
8. Promotional or Discounted Purchases
Promotional offers, discounted plans, credits, bonuses, or special pricing may have specific conditions displayed at the time of purchase. Where those conditions lawfully limit refunds or exchanges, the promotional terms may apply.
9. Chargebacks and Payment Disputes
Customers should contact support first when a billing or service issue can reasonably be resolved through customer service. Filing a chargeback while simultaneously requesting a refund may delay investigation. We reserve the right to provide relevant transaction records to a payment provider or financial institution when responding to a legitimate dispute.
10. Refund Processing Time
Once an approved refund has been initiated, the time required for the funds to appear can depend on the payment processor, card network, bank, or other financial institution. VISTAVO TV cannot control processing times imposed by third parties.
11. Non-Refundable Situations
Subject to mandatory legal rights, a refund may be refused where a request is unsupported by the applicable policy, where the service has been used and the applicable terms exclude a refund, where the issue is caused by factors outside our control, or where there is evidence of fraud, abuse, repeated refund misuse, or a violation of the Terms of Service.
12. Legal Consumer Rights
Nothing in this Refund Policy is intended to remove, restrict, or waive a consumer right that cannot lawfully be excluded. If mandatory law gives you a right to cancel, refund, repair, replacement, or another remedy, that right remains applicable.
13. Policy Changes
We may update this Refund Policy when our services, payment methods, business practices, or legal obligations change. The version applicable to a transaction may depend on the terms displayed at the time of purchase and applicable law.
14. Contact Us
To submit a refund request, visit the Contact Us page and provide your order information and the reason for your request.
