Every POKTV plan comes with a 7-day money-back guarantee. If the service does not work for you, tell us within 7 days of your purchase and we will refund you in full.
Before you buy: claim the free 24-hour test first. It costs nothing, uses the same servers as a paid line, and lets you confirm quality and device compatibility with no payment at all.
1. What is covered
You are entitled to a full refund within 7 days of purchase if:
- the service does not work on your device and we cannot fix it with you;
- stream quality is persistently below what we advertise and we cannot resolve it;
- channels or content that were listed as included are not available;
- you were charged twice for the same subscription.
2. What is not covered
- Requests made more than 7 days after purchase;
- Problems caused by your own internet connection, router, ISP throttling or hardware, where our tests show the service itself is healthy;
- Refusal to work through basic troubleshooting with our support team;
- Accounts suspended for breaching the Terms of Service, including credential sharing and reselling;
- Lifetime VIP plans after the 7-day window has passed;
- Free 24-hour tests, which involve no payment.
3. How to request a refund
- Email support@poktv.com from the address on your account.
- Include your order reference and a short description of the problem.
- Give our team one chance to fix it — most issues are a player setting and take minutes.
- If we cannot fix it, we process the refund; no further justification is needed.
4. How long it takes
We approve or decline a request within 48 hours. Approved refunds are returned to the original payment method. Your bank or card issuer then typically takes 5–10 business days to show the money back on your statement — that part is outside our control.
5. After a refund
Your line is deactivated when the refund is issued, and the free test cannot be claimed again on the same account.
6. Chargebacks
Please contact us before opening a dispute with your bank. A chargeback raised without contacting us first leads to immediate suspension of the account, and we will respond to the dispute with our delivery records. We would much rather just refund you.
7. Statutory rights
This guarantee is offered in addition to your rights under applicable consumer law and does not limit them.