1. 30-Day Technical Issue Resolution & Guarantee
We offer a 30-day technical support guarantee on all commercial subscriptions. If you experience persistent server connectivity failures, freezing, or authentication issues within 30 days of purchase, our dedicated 24/7 network engineering team will actively investigate and resolve the issue. If we are unable to resolve a verified server-side infrastructure failure within a reasonable timeframe, you are eligible for a refund.
2. Pro-Rata Usage Deductions
In cases where a refund or cancellation is requested after a subscription has been utilized, or where connectivity issues stem from factors outside our direct control (e.g., local Internet Service Provider restrictions, ISP routing blocks, customer receiver misconfiguration, or incompatible third-party firmware), we reserve the right to apply a pro-rata usage fee. This deduction is calculated based on the exact number of active service days consumed prior to the cancellation request.
3. Payment Gateway & Transaction Processing Fees
Please note that third-party payment processors, merchant gateways, and cryptocurrency networks charge non-refundable processing, currency conversion, and blockchain network fees for every transaction. When issuing an approved refund, any processing fees or gateway transaction costs incurred during the original charge or subsequent refund transfer will be deducted from the final credited amount.
4. Free Test Line Requirement Before Purchase
Due to the diverse array of satellite receivers, emulators (OSCam, CCcam, Ncam), and network topologies, we strongly mandate that all prospective users generate a Free Test Line before purchasing a paid subscription. Testing allows you to verify latency, ECM response times, and receiver compatibility in your specific geographical location and network environment without financial commitment.
5. Refund Processing Timelines
To initiate a review, please open a formal support ticket from your user dashboard with your order ID, line username, and diagnostic logs. Once approved by an administrator, refunds are processed within 3 to 7 business days back to your original payment method or wallet account balance.