Legal

Refund Policy

At KemoTivi we want you to be completely satisfied with your IPTV subscription. This policy explains the circumstances in which refunds and credits are available, the process for requesting one, and the exceptions that apply.

Last updated: January 1, 2026

1. General Policy — No Refunds After Activation

All subscription purchases are final once an account has been activated.

Because our Service provides immediate access to digital streaming content upon payment, we cannot offer refunds after your account credentials have been delivered and activated. This is consistent with standard practice for digital subscription services and complies with applicable consumer protection law in Canada.

We strongly encourage you to start with our low-cost introductory 1-month plan before committing to a longer subscription. See Section 5 below.

2. Eligible Exceptions

Refunds or credits will be considered in the following verified circumstances only.

2.1 Extended service outage

If KemoTivi experiences a verified service outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next billing period. The credit reflects the proportion of your subscription period during which the Service was unavailable.

  • The outage must be confirmed on our end and attributable to KemoTivi's infrastructure.
  • Outages caused by your internet service provider, your device, or third-party applications including IBO Player are not eligible.
  • Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate charge

If you were charged more than once for the same subscription plan because of a technical error, you are entitled to a full refund of the duplicate charge.

  • Proof of the duplicate charge, such as a bank or payment processor statement, may be required.
  • Refunds for duplicate charges are processed within 5 to 10 business days.

3. Non-Eligible Situations

Refunds are not available in the following circumstances:

  • You changed your mind after purchasing.
  • You purchased the wrong plan.
  • You experienced issues with your own internet connection, router or device.
  • You had compatibility issues with hardware or software not supported by KemoTivi.
  • Your account was suspended or terminated for a violation of our terms of service.
  • You forgot about your subscription or did not use the Service during the subscription period.
  • Content libraries or channel availability changed during your subscription.

4. How to Request a Refund

To submit a refund request for an eligible exception:

  1. Email [email protected] with the subject line: Refund Request — [Your Account Email]
  2. Include the following in your message:
    • Full name on the account
    • Email address used to register
    • Date of purchase
    • Description of the issue — outage details or duplicate charge evidence
    • Payment reference number, if available
  3. Requests must be submitted within 7 days of the qualifying event.
  4. Our team reviews your request and responds within 3 business days.

You can also open the conversation through our contact page if you prefer.

5. Introductory Plan

KemoTivi offers a discounted introductory 1-month plan so you can evaluate the Service at minimal cost before committing to a longer subscription. We encourage every new customer to start there.

To order it, visit the Try 1 Month page, go straight to checkout, or email us at [email protected]. Full plan comparison is on the pricing page.

6. Refund Processing

Approved refunds are processed as follows:

  • Refunds are returned to the original payment method used at the time of purchase.
  • Processing time is 5 to 10 business days after approval, depending on your bank or payment provider.
  • KemoTivi is not responsible for delays caused by financial institutions.

7. Chargebacks

Please contact us at [email protected] before initiating a chargeback with your bank or payment provider. Unauthorised chargebacks may result in immediate account suspension and may be disputed.

Where a chargeback is found to be fraudulent or in violation of these terms, KemoTivi reserves the right to pursue recovery through appropriate legal channels.

8. Changes to This Policy

We reserve the right to modify this policy at any time. Changes are posted at https://kemotivi.ca/refund.html with an updated "Last updated" date. Continued use of the Service after changes constitutes acceptance of the revised policy.

9. Contact

For refund enquiries or questions about this policy:

Our support team aims to respond to all enquiries within 24 hours. Related documents: terms of service, privacy policy and DMCA policy.