Refund Policy

1. Our position in short

If the service will not work on your setup and our support team cannot resolve it, we will work with you toward a fair outcome, which may include a refund. If the service works as described and you simply changed your mind after using it, a refund is not normally available.

The detail below exists so that everyone knows where they stand before money changes hands, rather than afterwards.

2. Before you request a refund

Most problems reported to us are resolved within one exchange, and the majority turn out to be local rather than service-side. Before requesting a refund, please:

• Contact support and describe the problem, including your device, your connection type and what the screen shows
• Allow our team a reasonable opportunity to diagnose and fix it
• Try the basic checks in our troubleshooting guides, particularly testing with an ethernet cable
• Confirm your connection meets the stated minimum of roughly 15 Mbps per simultaneous HD stream

We ask for this because a refund does not solve the underlying problem, and in most cases the problem is solvable.

3. When a refund may be issued

We will consider a refund where:

• The service cannot be made to work on any of your devices and our support team is unable to resolve it within a reasonable period
• A verified fault on our side prevented access for a substantial part of your term
• A duplicate payment was taken in error
• A payment was taken after a term was already provisioned, in error

Requests must be raised promptly. A request made shortly after purchase, while the issue is still diagnosable, will always be treated more favourably than one raised weeks later.

4. When a refund is not available

Refunds are not normally available where:

• Your internet connection does not meet the minimum requirements published on this site
• The problem is caused by your local network, router, Wi-Fi coverage or hardware
• You have changed your mind after substantial use of the service
• Specific content you expected is not available, since content availability is not guaranteed and can change
• Access has been suspended or terminated for breach of our Terms of Service or Acceptable Use Policy
• You declined to engage with support, or did not provide the information needed to investigate
• A significant portion of the term has already been used

Occasional buffering or brief interruptions are a normal characteristic of internet streaming and do not by themselves constitute a failure to provide the service.

5. How to request a refund

Send an email to support@apollotvgroup.pro with the subject line "Refund request", including:

• Your order reference and the email address used at purchase
• The date of purchase and the plan you bought
• A description of the problem and when it started
• Every device you have tried, including model numbers
• A speed test result taken on the device you are trying to watch on
• A summary of the troubleshooting already attempted, including any prior support ticket references

Incomplete requests take longer because we have to ask for the same information again. A complete first message is the fastest route to a decision.

6. How requests are assessed

We review each request individually against the criteria above, alongside our support records and any technical data relating to your account.

We aim to acknowledge refund requests within two business days and to reach a decision within seven business days. Where a decision takes longer, we will tell you why.

If a request is declined, we will explain the reason. You may respond with additional information and we will reconsider.

7. Processing an approved refund

Approved refunds are returned to the original payment method. We cannot refund to a different card, account or method.

Once we issue a refund, the time it takes to appear depends on your payment provider. Card refunds typically take five to ten business days; other methods may vary. The delay after we issue the refund is outside our control.

Where a partial refund is agreed, it is normally calculated pro rata against the unused portion of the term.

Access to the service ends when a refund is issued.

8. Chargebacks

If you believe a charge is incorrect, please contact us first. We can usually resolve billing errors far more quickly than a formal dispute.

Raising a chargeback without contacting us will result in immediate suspension of access while the dispute is investigated. We will provide our payment provider with our full records, including support correspondence and technical logs.

Fraudulent chargebacks, meaning disputes raised in respect of a service that was delivered and used, may result in permanent refusal of future service.

9. Statutory rights

Nothing in this policy limits any right you have under the consumer protection law applicable to you. Where local law grants you a right of withdrawal or a statutory cooling-off period, that right applies in addition to this policy, subject to any lawful exception for digital services that have already been supplied with your consent.

10. Contact

All refund enquiries should be sent to support@apollotvgroup.pro. Please include your order reference so we can locate your purchase quickly.