Refund policy

Last updated: 11 August 2026

Try it first — that is what the trial is for

The free 24-hour trial exists so that most refund requests never need to happen. It runs on the same servers and opens the same content as a paid plan, so if it plays properly for a day it will play properly for a term. Taking the trial before paying is the single best protection you have, and it costs nothing.

When we will refund

If the service does not work for you and the cause is at our end, we will refund it. In practice that means a fault we cannot resolve within a reasonable time: the line cannot be activated, or it fails persistently and troubleshooting does not fix it.

We ask that you contact support first and give us a fair chance to fix the problem. Most faults reported as "it does not work" turn out to be a player setting, a missing port number in the server address, or a connection limit reached on another device — all of which we can resolve in a message or two, leaving you with a working service rather than a refund.

Requests are considered on their merits. Approved refunds are returned by the original payment method and typically take a few business days to appear, depending on your bank.

When we will not refund

We cannot refund in these circumstances:

• Your internet connection is too slow or too unstable to carry the streams, which is a matter of your line rather than the service
• You bought the wrong plan and used it, rather than asking us to change it — we will normally move you across instead
• You exceeded your connection limit and treated the resulting failures as a fault
• A specific channel or title you wanted is no longer carried, having been available before
• Access was ended because credentials were shared, resold or otherwise misused
• The term has largely been consumed and the request amounts to payment after the fact

Chargebacks

If something is wrong, tell us before telling your bank. A chargeback raised without contacting us first is treated as a dispute rather than a support request: access is suspended while it is investigated, and it usually takes far longer to resolve than an email would have.

How to request one

Email help@vocoiptv.tv with the email address used for the order, roughly when it was placed, and what went wrong including any error text on screen. You will get a reply from a person, not a form response, and we will tell you plainly whether the request falls inside this policy.

Contacting us about this policy

Write to help@vocoiptv.tv. Please put the name of this policy in the subject line so it reaches the right person quickly.