At Stream Novax, we take pride in delivering high-quality IPTV services and strive to ensure customer satisfaction. However, we understand that there may be rare instances where our service does not meet your expectations. Below, we outline our refund policy to ensure transparency and fairness for both parties.

Refund Eligibility
We offer refunds under the following conditions:
1. Issues on Our Side: If the problem is due to a fault on our part (e.g., server downtime, service unavailability, or technical issues from our end) and we are unable to resolve the issue within 48 hours, you are eligible for a full refund.
2. Unresolved Technical Issues: If we cannot resolve a technical issue that renders the service unusable, we will process a refund.

Important Note: Refunds will not be issued if the issue is caused by factors outside our control, such as
Problems with the customer’s internet connection, device, or configuration.

• Issues arising from the customer’s ISP (Internet Service Provider).
• Customer-side setup errors or misuse of the service.
• Temporary channel freezing, buffering, or downtime due to external factors (e.g., server updates, ISP throttling, or channel source issues).
• Customer dissatisfaction due to a change of mind or preference.

How to Submit a Refund Request
To request a refund, please follow these steps:
1. Send an email to support@streamnovax.com with the subject line: “Refund Request.”
2. Include your *transaction order ID* and a detailed description of the issue you are facing.
3. Provide any relevant evidence (e.g., screenshots, error messages) to help us understand the problem.

We will review your request and may provide evidence from our side to explain our findings and decision. This ensures transparency and helps us better assist you.

Refund Conditions

• Timeframe: Refunds are only processed within “7 days” of the purchase date. No refunds will be issued after this period.
• Partial Refunds : If the subscription has been partially used, the refund amount will be prorated based on the unused period.
• Resolution Attempt : Before a refund is issued, we will make every effort to resolve the issue within “48 hours”. Refunds will only be processed if we are unable to resolve the problem.
• Non-Eligible Cases: Refunds will not be issued for issues caused by the customer, including but not limited to:

1. Inability to set up the service due to customer-side configuration errors.
2. Issues related to the customer’s internet connection, device, or apps.
3. Temporary channel freezing, buffering, or downtime caused by external factors.

Customer Support and Setup Assistance
We are committed to helping you set up and use our service effectively. Our support team is available 24/7 to assist with:

• Device configuration (e.g., boxes, apps, and systems).
• Troubleshooting and resolving technical issues.

However, please note that our support is limited to predefined setup steps. We are not responsible for issues arising from the customer’s device, internet connection, or configuration.

Channel Freezing, Buffering, or Downtime
While we strive to maintain stable servers, occasional channel freezing, buffering, or downtime may occur due to factors such as:

• Fluctuations in the customer’s internet connection.
• Issues with the customer’s device, apps, or configuration.
• Problems with the customer’s ISP.
• Temporary server updates or restarts (required for weekly maintenance).

These issues are usually temporary, and our technical team works diligently to resolve them as quickly as possible. Such instances do not qualify for a refund unless they persist due to a fault on our side.

Final Notes
We value your trust in our service and are committed to providing the best possible experience. If you have any questions or need assistance, please contact our 24/7 live support team.

By using our service, you acknowledge and agree to this refund policy.