1. The guarantee
Every paid AU IPTV Pro subscription carries a 7-day money-back guarantee, starting from the moment your credentials are issued. If the service does not perform to your satisfaction within that window, tell us and we will refund the full amount you paid.
We will not ask you to justify the decision, we will not put you through a retention process, and we will not require you to complete a form. One message is enough.
2. How to claim
- Message us on WhatsApp at +61 2 8188 4471, or email support@auiptvpro.com, within 7 days of activation.
- Include the email address or order reference used at purchase.
- Tell us briefly what went wrong — not because we will argue, but because it helps us fix the underlying issue for everyone else.
We acknowledge every refund request within 24 hours.
3. How long it takes
- Credit and debit card — processed within 2 business days; typically visible on your statement in 3 to 5 business days depending on your bank.
- PayPal — processed within 1 business day; usually visible immediately.
- Bank transfer / PayID — processed within 2 business days.
- Cryptocurrency — refunded in the same coin at the current market rate, within 2 business days. Note that coin price movement between purchase and refund is not compensated.
4. What is covered
- Persistent buffering or freezing that we cannot resolve on your connection
- Channels that were represented as available and are not
- A service that will not run on the device you told us about before purchase
- Any technical fault on our side that we cannot fix within a reasonable time
- Simply changing your mind within the 7-day window
5. What is not covered
- Requests made more than 7 days after activation, other than where Australian Consumer Law requires a remedy
- Accounts suspended or terminated for breach of our Terms of Service, including credential sharing and commercial use on a residential plan
- Failures caused entirely by your own internet service being unavailable or below the stated minimum speed, where we have offered a lower-bitrate stream group and it was declined
- Renewal payments where the previous term was used in full and no fault is alleged
6. Partial refunds
If you are outside the 7-day window but a genuine fault on our side prevented you from using a meaningful part of your term, contact us. We routinely credit or extend subscriptions in these cases, and will issue a pro-rata refund where an extension is not appropriate.
7. Chargebacks
Please talk to us before initiating a chargeback with your bank. Chargebacks cost both parties time and money and are almost never faster than simply asking us. Accounts subject to a chargeback are suspended pending resolution.
8. Your statutory rights
This guarantee is offered in addition to, and does not limit, your rights under the Australian Consumer Law. You are entitled to a remedy — repair, replacement or refund — if a service is not provided with due care and skill or is not fit for a purpose we said it would meet. Those rights apply regardless of the 7-day window.
Contact us about this policy
Questions about this document can be sent to support@auiptvpro.com, or posted to 487/2 Pitt Street, Sydney NSW 2000, Australia. We respond to written enquiries within 5 business days.