Customer Satisfaction
Refund & Cancellation Policy
Last Updated: January 1, 2026
1. 30-Day Money-Back Guarantee
At AlwaysTivi, we take great pride in our high-speed server infrastructure and stream stability. To give our subscribers complete peace of mind, all standard subscription plans come with our comprehensive 30-Day Money-Back Guarantee.
🛡️ Our Commitment: If you experience persistent technical difficulties that our 24/7 technical support team cannot resolve, you are entitled to a full refund within 30 days of your original payment date.
2. Eligibility Requirements
To qualify for a full refund under our 30-day guarantee:
- The refund request must be submitted within 30 calendar days from your original purchase date.
- You must contact our customer support team first so we can diagnose and attempt to resolve any playlist configuration, DNS routing, or player app issues.
- Your internet connection meets the minimum recommended speeds (at least 15 Mbps for HD, 25 Mbps for 4K).
3. Non-Refundable Situations
Refunds will not be granted in the following scenarios:
- Requests made after 30 days: Any claims submitted after the 30-day window has elapsed.
- ISP Throttling / Local Network Issues: Buffering caused strictly by severe internet service provider (ISP) throttling where the user refuses to test using a VPN or wired ethernet connection.
- Violations of Terms: Accounts suspended for unauthorized restreaming, multi-IP abuse beyond purchased connections, or abusive behavior toward support agents.
- Free Trials: 24-hour trials are complimentary and do not incur charges.
4. How to Request a Refund
Submitting a refund request is simple and transparent:
- Send an email to [email protected] with the subject line "Refund Request - [Your Order/Email]".
- Alternatively, reach out to our WhatsApp support team with your checkout email address.
- Provide a brief explanation of the technical problem you encountered so our engineering team can continue improving our service.
5. Refund Processing Timeline
Once approved, your refund will be processed back to your original payment method (Credit/Debit Card, PayPal, or CashApp). Refunds typically reflect on your bank account statement within 3 to 7 business days depending on your financial institution's processing schedule.