Refund policy: 7-day money-back guarantee

How the 7-day guarantee works

We'd rather refund a customer than keep money for a service that isn't working for them. The rule is simple: tell us within 7 days of activation and, in the normal case, you get every dollar back. No forms, no admin fee, no arguing over the definition of "working". This page explains the details so there are no surprises.

What qualifies

• Any paid plan within 7 days of activation. That covers your first purchase and every plan after it. If you're not satisfied, for whatever reason, ask within the window.
• A service that doesn't work as described. If channels won't play on a supported device and we can't fix it together, you're refunded.
• A duplicate or mistaken payment. If you pay twice or send too much, we refund the extra as soon as we've matched it, whenever it happens.

What doesn't qualify

• Requests after 7 days. Once the window has passed, the plan runs to the end of its term.
• Abuse of the service. Reselling, publicly sharing a login or breaking our subscription terms ends the guarantee for that plan.
• Heavy use followed by a change of mind on a long plan. If a 6- or 12-month plan has been used heavily for most of the window and the only reason is a change of mind, we offer a partial refund instead, explained below.
• The free trial. It costs nothing, so there's nothing to refund.

Partial-term rules

We keep these short on purpose:

• Within 7 days, the normal outcome is a full refund.
• In the heavy-use case above, we refund what you paid minus the price of one month ($16), so you only pay for the month you actually used.
• After 7 days, we don't refund unused time and we don't pro-rate. If a fault on our side causes a long outage, we'll make it right, usually by adding days to your plan.

How to request a refund

Four steps, and you'll know where things stand at each one.

1. 1

   Step 1: Message us with your order number

   Reach us in Live Chat or by email through the contact page. Include your order number (it starts with GLD) and a line on what's wrong, or simply say you'd like a refund.

2. 2

   Step 2: We troubleshoot first if something is broken

   If there is a technical problem, we try to fix it with you. Buffering, a missing program guide or an app that won’t sign in can usually be sorted in one conversation. If it can’t be fixed, or you’d rather not continue, just tell us.

3. 3

   Step 3: We approve the refund in writing

   We confirm the amount being refunded and switch off the login. You’ll have a written record of the approval in the same Live Chat or email thread.

4. 4

   Step 4: We send your money back by Interac e-Transfer

   The refund goes to the email address or mobile number the original payment came from, usually within 3 business days of approval. If you don’t use autodeposit, we’ll send the security answer separately.

Contact

Questions about a refund or a payment? Message our support team any time, 24/7, in English or French. For everything else about how plans work, see IPTV Gold's Canadian IPTV plans.

Refund questions

When does the 7-day window start?

It starts at activation, which is the moment your login is sent, not the moment you pay. So if your e-Transfer goes through late at night and your login arrives the next morning, the 7 days count from the morning.

Do I need to cancel anything to stop being charged?

No. There's no auto-renewal, so there's nothing to cancel and no future charge to stop. When your plan ends, access simply ends. A refund request is only needed if you want money back for a plan you've already paid for.

Can I get a refund if a channel I wanted isn't there?

Within the 7 days, yes. Tell us and you'll get your money back. We don't promise any specific channel because lineups change, which is exactly why we suggest checking the guide for the channels you care about during the free trial, before you pay.