Refund policy

1. When you can get a refund

Ask us as soon as you notice the problem if any of these apply:

• The service does not work on a compatible device and we cannot fix it together.
• Your plan was not activated after your payment was confirmed.
• You were charged twice, or charged the wrong amount.
• A channel we confirmed to you in writing before you paid was not available when your plan started.

2. What is not covered

• A change of mind after substantial use of the plan, except where the law gives you a right to cancel (see our cancellation rights page).
• Problems caused by a device we list as not recommended, or by a connection well below the speeds we suggest, when we told you about the limitation.
• Normal changes to the line-up during your plan, unless we promised you a specific channel in writing.
• Payments made to third parties, such as optional upgrades inside a player app.
• Plans suspended because our terms of service were broken, for example by sharing a login outside the household.

3. How to ask for a refund

Email support@kemoiptvhd.com or message WhatsApp +212 781 768 546 with:

1. The name or number on your order.
2. The date and amount of your payment.
3. Your device and player app, and what goes wrong (a screenshot or short video helps).

4. What happens next

We confirm we have your request, check your order and, where it makes sense, suggest a fix to try. If the problem cannot be solved, or the refund is due anyway, we tell you the amount and process it.

Refunds go back to the payment method you used. If part of the plan has been used, the refund may be reduced in proportion to the time used; we will always explain the calculation.

Once approved, we process refunds promptly. Your bank or payment provider may take a few extra days to show it.

5. Free trials

Free trials are not charged, so there is nothing to refund. They are the best way to check your device and connection before paying.

6. Before you contact your bank

Please talk to us first. Most issues are solved within a day, and a chargeback can take weeks and suspend your plan while it is reviewed. Your right to dispute a payment with your bank is not affected by this policy.

7. Your legal rights

This policy adds to, and never replaces, your statutory rights. If you are in the UK, you may also have a 14-day right to cancel, explained on our cancellation rights page.