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Refund and Returns Policy

Home - Refund and Returns Policy

At IPTV Reseller, we are committed to providing our Resellers with a reliable, top-quality digital reselling platform and premium service access. Your business success is our priority, and we aim to ensure a transparent and fair resolution if any core service issue arises.

 1. Refund & Credit Eligibility

Refunds are generally issued in the form of a credit adjustment back to your Reseller Panel balance, or a refund to the original payment method, only in the following eligible cases:

Eligible Situations:

SituationDetails
Non-Delivery of CreditsThe purchased credits were not added to your Reseller Panel balance within 24 business hours of successful payment confirmation.
Major Unresolvable Service OutageA prolonged, unannounced service outage (e.g., exceeding 48 consecutive hours) of the core Reseller Panel or stream access that cannot be resolved within a reasonable timeframe.
Product Not As DescribedClear, proven discrepancy between the service features advertised at the time of purchase and the actual service delivered.
 

Not Eligible for Refund/Credit:

  • Change of Mind: Requests based on a simple change of mind after credits have been added to your panel.

  • Customer Mismanagement: Account suspension/termination of your end-users due to your own improper configuration or management.

  • Minor, Temporary Issues: Temporary, short-term outages (less than 12 hours) due to planned maintenance or routine technical issues.

  • Third-Party Compatibility: Issues arising from the customer’s hardware (e.g., specific MAG box, Firestick, or app) that is not officially supported or recommended by our service.

  • Discounted or Promotional Purchases: Credits purchased under a non-standard promotional or steeply discounted rate.

2. Timeframe for Requests

You must notify us of any issue related to non-delivery or major technical fault within 7 calendar days of the transaction or the start of the service fault. Claims made after this period may be subject to review but are not guaranteed acceptance.

 3. How to Request a Refund or Credit Adjustment

Please email us immediately with detailed information so we can investigate and resolve the issue quickly:

Support Email: support@martcarto.shop

Please Include the Following Essential Information:

  1. Your Reseller ID (or Registered Email Address).

  2. The Transaction ID or Order Number.

  3. A detailed description of the issue, including the date and time the problem was first observed.

  4. Screenshots or video evidence clearly showing the fault (e.g., non-delivered credit balance, error message on the panel).

Our support team will acknowledge your request within 4 business hours and aim for a resolution within 48 business hours.

 4. Refund Method & Timeline

Once your refund or credit adjustment is approved:

  • Credit Adjustment: The equivalent credit value will be manually added back to your Reseller Panel balance instantly.

  • Cash Refund: If a cash refund is approved, it will be issued back to your original payment method. Processing time is typically 5–7 business days, depending on your bank or payment processor.

 5. Important Note About Service Reliability

We manage redundant, high-capacity servers to ensure maximum stability. If a specific channel or stream is temporarily unavailable, this is normal and not grounds for a refund, as overall service access will remain active. Our guarantee covers the core functionality and overall uptime of the Reseller Panel and the majority of the streaming network.

Thank you for partnering with us. We are dedicated to providing the stable foundation your IPTV business needs to succeed!