At Zenith IPTV, customer satisfaction is our top priority. We take immense pride in delivering top-tier 4K and Full HD streams with 99.9% uptime, rapid server switching, and 24/7 technical support. To provide complete peace of mind with your purchase, we back our services with a transparent 7-Day Money-Back Guarantee.
1. The 7-Day Money-Back Guarantee
If you encounter persistent technical difficulties with your subscription that our support team cannot resolve, or if our service does not meet your expectations, you are entitled to request a full refund within seven (7) calendar days from the exact date and timestamp of your initial subscription purchase.
This policy applies to all standard subscription durations purchased on zenithtv.vip (including 1-Month, 3-Month, 6-Month, and 12-Month packages).
2. Technical Support First-Step Commitment
The vast majority of streaming issues (such as buffering, audio desync, or missing playlist categories) stem from local client-side configuration, ISP bandwidth throttling, or media player settings rather than server downtime.
Before issuing a cancellation, our specialized technical team will offer complimentary troubleshooting assistance:
- Verifying and optimizing player buffer size settings (e.g. in TiviMate, IPTV Smarters Pro, or XCIPTV).
- Switching your connection to an alternate low-latency CDN streaming gateway or backup server port.
- Testing VPN compatibility or DNS resolver adjustments (e.g. Cloudflare 1.1.1.1 or Google DNS 8.8.8.8) to bypass aggressive local ISP filtering.
- Re-generating your M3U playlist link or refreshing Xtream Codes account authorization.
If after troubleshooting you remain dissatisfied with the service performance, we will honor your refund request immediately without complication.
3. Eligibility Criteria & Conditions
To be eligible for a refund under our 7-Day Money-Back Guarantee, your request must satisfy the following criteria:
- Timeliness: The refund inquiry must be submitted within seven (7) calendar days of the original transaction date.
- Original Purchaser: The request must originate from the email address or WhatsApp phone number used during checkout.
- Single Claim: The guarantee applies once per customer or payment account to prevent abusive exploitation.
4. Non-Refundable Circumstances
Refunds cannot be granted under the following circumstances:
- Requests Beyond 7 Days: Inquiries submitted after the 7-day guarantee window has elapsed are ineligible for reimbursement.
- Client Connection Deficiencies: Inability to stream due to an unstable home internet connection (less than the recommended 25 Mbps for 4K / 15 Mbps for Full HD) where our server telemetry confirms normal transmission.
- Terms of Service Violations: Accounts terminated due to unauthorized commercial reselling, public stream rebroadcasting, or running unauthorized concurrent streams beyond the subscribed device allowance.
- Free Trials: Complimentary 24-hour test lines carry no monetary charge and are therefore exempt from refunds.
- Incompatible Hardware: Using obsolete legacy hardware that cannot decode modern H.264 / HEVC (H.265) streaming codecs.
5. Refund Processing Timeline & Method
Once approved by our billing department, refunds are processed according to the following guidelines:
- Processing Time: Refunds are initiated within 24 to 48 business hours of approval.
- Payment Method: Funds are returned directly to the original payment method utilized at checkout (Credit/Debit Card, PayPal, Apple Pay, or Cryptocurrency).
- Bank Settlement: Depending on your card issuer or financial institution, credit card refunds typically appear on your billing statement within 3 to 7 business days. Cryptocurrency refunds are remitted to the verified refund wallet address minus nominal blockchain network transaction fees.
6. How to Request a Refund
Submitting a refund request is straightforward. Please contact our billing desk through either of our primary channels:
- WhatsApp Customer Support: Send a message to +212 615-364-128 with your order number and registered email.
- Email Support: Send an email to [email protected] with the subject line "Refund Request - [Your Order Number]".
Please include a brief description of the technical issue encountered so our engineering team can continue improving server reliability.
7. Subscription Renewal & Cancellation
Zenith IPTV subscriptions do not enforce hidden auto-renewals or unexpected recurring charges. When your prepaid term (1, 3, 6, or 12 months) approaches expiration, we send an optional reminder notice. If you choose not to renew, your account naturally expires with zero cancellation fees or residual obligations.