The guarantee in short
If TiviBridge does not work properly on your device and our support team cannot fix it, you can have your money back. Ask within 7 days of activation. The guarantee applies to every plan length, from one month to twelve, and to every number of screens.
Try before you pay
Most refund questions can be avoided with the free 24-hour trial. It includes the full channel list and on-demand library, and no card is needed. Testing your usual channels on your own TV at a busy time of day is the best way to know the service suits you.
What the guarantee covers
Streams that will not play on a supported device after you have followed the setup guide and worked with our support team.
Buffering or freezing that support cannot solve by changing server, player settings or stream quality.
A country pack that was advertised at the time of purchase but is missing from your account.
A long service outage on our side that we cannot fix within a reasonable time.
What it does not cover
A change of mind after the service has been working normally.
Requests made after the 7-day window has passed.
Problems caused by your own internet connection, network blocking by your provider, or a device that cannot run IPTV apps, such as a locked operator box. We will still try to help, but these are outside our control.
The absence of a specific match or event. We describe the channels that typically carry a competition, but we never guarantee particular broadcasts.
Accounts suspended for breaking the acceptable-use rules in our terms and conditions.
How to claim
Message support on WhatsApp +212 772 096 856 or through the contact page. Include your username, your device and app, and a short description of the problem. A photo of the screen helps.
Please give us the chance to fix the problem first. Most issues are solved within one conversation. If we cannot fix it, we confirm the refund in the same chat.
How and when you are paid
Approved refunds are paid in EUR to the original payment method, normally within five working days. Your bank or card provider may take a few more days to show the money in your account. Once a refund is issued, the account is closed.
Renewals and upgrades
The guarantee applies to your first purchase. Renewals of an account that has been working are not refundable, because you already know the service runs on your device. If you add screens or upgrade mid-plan and the new setup does not work, contact support and we will review it fairly.
Your statutory rights
This guarantee is voluntary and comes on top of your rights under consumer law. EU consumers may have a statutory right of withdrawal for online purchases. For digital services that start immediately at your request, that right can end once the service has been provided in full. Nothing in this policy limits rights that the law of your country gives you.
Multi-screen and reseller accounts
For plans with two, three or five screens, the guarantee covers the whole plan. If only one screen has a problem that support cannot solve, we can either refund the full plan or move you to a smaller plan and refund the difference, whichever you prefer.
Accounts bought from an independent reseller are covered by the terms of that reseller. Resellers set their own prices and policies, so please contact the person you bought from first.
Why we ask to troubleshoot first
Almost every problem we see has a simple cause: a typing error in the login, a weak Wi-Fi signal, or an app setting. Fixing it usually takes a few minutes and gets you watching again, which is better for everyone than a refund. We will never use troubleshooting to run down the clock. If you contacted us within the 7-day window, your request stays valid even if the conversation continues afterwards.
Chargebacks
If you have a problem, please contact us before opening a dispute with your bank. A chargeback often takes weeks, while a refund through support is usually quicker. Where a chargeback is opened, the account is paused until it is resolved.
Questions about this policy: message us on WhatsApp +212 772 096 856 or use the contact page.