Last Updated: July 5, 2025
At PokTV, we want you to be completely satisfied with our streaming service. While our subscription fees are generally non-refundable due to the digital nature of our service, we understand that exceptional circumstances may arise. This policy outlines when refunds may be available and how to request them.
General Refund Policy
7-Day Satisfaction Guarantee
- Full refunds available within 7 days of your initial subscription purchase
- Free trials can be cancelled anytime before the trial ends without charge
- No questions asked refunds during the 7-day window
- Cancellations take effect immediately upon refund processing
Standard Policy After 7 Days
- Subscription fees are non-refundable after the 7-day refund period
- Partial refunds are not provided for unused portions of subscription periods
- Exceptional circumstances may still qualify for refunds (see below)
When Refunds Are Available
1. 7-Day Satisfaction Guarantee
- Any reason within 7 days of your first subscription purchase
- Full refund of subscription fees paid
- No questions asked – we want you to be completely satisfied
- Easy process through customer support or account settings
2. Billing Errors (Anytime)
- Duplicate charges or incorrect amounts
- Unauthorized charges you did not authorize
- Technical billing errors on our part
- Currency conversion errors affecting international customers
3. Technical Service Issues (Anytime)
- Extended service outages lasting more than 48 hours
- Complete inability to access the service due to technical problems on our end
- Significant streaming quality issues that cannot be resolved through troubleshooting
- Platform compatibility problems not disclosed at time of purchase
4. Legal or Regulatory Requirements (Anytime)
- Consumer protection laws in your jurisdiction requiring refunds
- Cooling-off periods mandated by local regulations
- Disability accommodation requirements
- Service unavailability in your region due to licensing changes
5. Exceptional Circumstances (Anytime)
- Account security breaches resulting in unauthorized subscriptions
- Service termination by PokTV for reasons beyond your control
- Significant service changes that materially affect the offering you purchased
7-Day Refund Process
For Refunds Within 7 Days
Quick and Easy Options:
Option 1: Self-Service (Fastest)
- Log into your PokTV account
- Go to Account Settings > Billing
- Click “Request Refund”
- Confirm cancellation and refund
- Receive confirmation email
Option 2: Customer Support
- Email refunds@poktv.com with “7-Day Refund Request” in subject
- Include your account email address
- We’ll process within 24 hours
- Receive confirmation and refund details
For Other Refund Requests
Email us at refunds@poktv.com with the following information:
- Your account email address
- Subscription details (plan type, billing date)
- Reason for refund request
- Supporting documentation (if applicable)
Review and Processing
- 7-day refunds: Processed within 24 hours
- Other requests: Reviewed within 5 business days
- Additional information may be requested during review
- You will receive email updates on your request status
Refund Processing Time
- Credit card refunds: 5-10 business days
- PayPal refunds: 3-5 business days
- Bank transfers: 7-14 business days
- Digital wallets: 1-3 business days
Actual timing may vary depending on your financial institution.
What’s Not Eligible for Refunds After 7 Days
Service Usage
- Change of mind after the 7-day satisfaction guarantee period
- Content dissatisfaction with available movies/shows (try our 7-day guarantee!)
- Forgotten cancellations after free trial periods
- Account sharing that results in restrictions
Technical Issues on Your End
- Internet connectivity problems not related to our service
- Device compatibility issues with older or unsupported devices
- Geographic restrictions clearly stated in our Terms of Service
- User error in account management or settings
Violation of Terms
- Account suspensions due to Terms of Service violations
- Prohibited activities such as sharing accounts or using VPNs
- Fraudulent usage or payment disputes
Partial Refunds and Prorated Credits
Limited Circumstances
Prorated refunds may be considered for:
- Service termination by PokTV mid-billing cycle
- Significant service downgrades affecting core functionality
- Extended technical issues lasting more than one week
Credit Alternatives
Instead of cash refunds, we may offer:
- Account credits for future billing cycles
- Service extensions at no additional cost
- Plan upgrades or additional features
- Goodwill gestures for service inconveniences
Chargeback Policy
Before Filing a Chargeback
Please contact us first before disputing charges with your bank or credit card company. Remember, you have a 7-day satisfaction guarantee for any reason, and we can often resolve other issues faster than the chargeback process.
Chargeback Consequences
- Filing unwarranted chargebacks may result in account termination
- We provide documentation to dispute invalid chargebacks
- Future payment methods may be restricted
Free Trial and Promotional Offers
Free Trial Cancellations
- Cancel anytime during the trial period through your account settings
- No charges apply if cancelled before trial expiration
- Reminder emails are sent before trial conversion
Promotional Pricing
- Promotional rates are honored for the specified period
- Price increases after promotions are communicated in advance
- Cancellation rights remain unchanged during promotional periods
International Customers
Currency and Exchange Rates
- Refunds are processed in the original currency charged
- Exchange rate fluctuations are not grounds for refund adjustments
- Local taxes or fees imposed by your bank are not refundable
Regional Regulations
- We comply with applicable consumer protection laws
- Statutory rights in your country may provide additional protections
- Local regulations may override certain policy provisions
Contact Information
Refund Requests
Email: refunds@poktv.com
Subject Line: “Refund Request – [Your Account Email]”
Customer Support
General Support: support@poktv.com
Billing Questions: billing@poktv.com
Technical Issues: tech@poktv.com
Response Times
- Refund requests: 5 business days
- General inquiries: 24-48 hours
- Technical support: 12-24 hours
- Urgent billing issues: Same business day
Policy Updates
We may update this refund policy from time to time. Changes will be:
- Posted on our website with the updated date
- Communicated via email for significant changes
- Applied to future transactions unless legally required otherwise
Notification Period
- 30 days advance notice for policy changes affecting existing subscriptions
- Immediate effect for changes improving customer protections
- Email alerts sent to active subscribers
Legal Disclaimer
This refund policy is subject to:
- Applicable consumer protection laws in your jurisdiction
- Terms of Service governing your use of PokTV
- Payment processor policies that may impose additional restrictions
- Force majeure events beyond our reasonable control
Questions about this refund policy?
Contact us at refunds@poktv.com or visit our support center at poktv.com/support
This refund policy is effective as of the last updated date and applies to all PokTV subscriptions.