1. Policy overview

KroozTV supplies digital subscription services, trial access, account activations, additional connections and reseller services. These services may be activated or delivered shortly after an order or payment is confirmed.

This policy is designed to explain clearly what happens when you:

• Change your mind before an order is activated.
• Want to stop a future subscription renewal.
• Request cancellation after receiving account credentials.
• Experience an unresolved technical service problem.
• Make an accidental or duplicate payment.
• Request review under the seven-day money-back guarantee.
• Purchase reseller credits or a reseller panel.

2. Services covered by this policy

This policy applies to purchases made directly through:

• The official KroozTV website.
• The KroozTV billing and client area.
• An official KroozTV payment process provided through live chat.

Purchases made from an independent reseller or another third party must normally be handled by that seller. KroozTV cannot automatically refund a payment that KroozTV did not receive.

3. How to submit a cancellation request

Submit the request as soon as possible through KroozTV live chat .

4. Cancellation before activation

Contact live chat immediately if you placed an order by mistake or no longer want it.

An order may generally be easier to cancel when all of the following remain true:

• The subscription has not been activated.
• Login credentials have not been generated or delivered.
• No reseller panel or credits have been delivered.
• No upgrade, extension or additional connection has been applied.
• The payment has not already been used to fulfil the order.

KroozTV will review the actual order status. Submitting a request before activation does not guarantee that a payment can be reversed instantly, particularly when a payment provider has already completed settlement.

5. Cancellation after activation

A KroozTV service is considered activated when account access, credentials, a playlist, portal details, additional connections, reseller access or reseller credits have been generated, delivered or applied to the customer’s account.

After activation:

• You may request that any future renewal be stopped.
• Access may continue until the end of the already-paid subscription period.
• Cancelling future service does not automatically refund the current active period.
• A refund request may be reviewed under the seven-day guarantee, service-fault rules or mandatory consumer law.

6. Renewals and recurring payments

Some KroozTV orders may be one-time purchases, while another order or payment arrangement may include recurring billing. The applicable billing arrangement should be shown during checkout, within the client area or by the payment provider.

Stopping a future renewal

Where recurring billing is active, request cancellation before the next scheduled payment. A request received after a renewal payment has already been processed will be treated as a refund request for the new term rather than a cancellation before payment.

Access after renewal cancellation

Cancelling a future renewal normally prevents another charge but does not immediately remove access that has already been paid for. The account may remain available until its existing expiration date.

Customer responsibility

Customers should review their client area and payment-provider account to verify whether recurring billing is active. Contact KroozTV live chat promptly when assistance is needed.

7. Seven-day money-back guarantee

Eligible direct retail subscription purchases may be reviewed under the KroozTV seven-day money-back guarantee.

The seven-day guarantee is a commercial KroozTV policy. It does not remove or reduce any mandatory legal remedies that apply to the customer.

8. Refund eligibility and limitations

Refund decisions are based on the specific facts of the request. This table provides general guidance and does not override mandatory consumer law.

9. Reseller panels and reseller credits

Reseller products are digital business resources that may include panel access, account permissions and credits that can be used to create customer subscriptions.

Before delivery

A reseller order may be reviewed for cancellation when the panel has not been created and credits have not been delivered.

After delivery or use

Refund options are normally limited after a reseller panel has been issued, credits have been deposited, credits have been used, customer lines have been created or account resources have been consumed.

Unused credits

Unused credit balances are not automatically redeemable for cash. Any exceptional adjustment, transfer or refund requires KroozTV approval and must comply with the reseller agreement and applicable law.

10. Accidental, duplicate or incorrect payments

Contact live chat immediately when:

• The same invoice appears to have been paid more than once.
• You purchased the wrong subscription duration.
• You selected the wrong number of connections.
• You paid an expired or already-completed invoice.
• The payment amount differs from the confirmed order total.

Provide the invoice number, transaction reference, payment date, amount and payment method. Do not publish full card information, passwords, private keys, complete cryptocurrency recovery phrases or other sensitive credentials in live chat.

When a duplicate payment is verified, KroozTV may offer a refund, account credit, subscription extension or another appropriate correction, depending on the circumstances and the customer’s legal rights.

11. Technical problems and troubleshooting

Before deciding a service is defective, KroozTV may ask you to complete reasonable troubleshooting. This helps determine whether the issue originates from the KroozTV service or from a device, application, network or configuration.

Troubleshooting may include:

• Confirming that the account credentials are entered correctly.
• Testing another supported IPTV application.
• Restarting the application, router and streaming device.
• Testing another internet connection or mobile hotspot.
• Temporarily testing with or without a VPN.
• Checking device date, time, storage and software updates.
• Providing the affected channel, category, movie or error details.

Use the KroozTV installation tutorials for setup assistance.

12. Refund review and processing

Review

KroozTV may review the invoice, payment, activation time, account usage, service logs, support history and any relevant security information.

Decision

The customer will be informed through live chat whether the request is approved, declined or requires additional information.

Refund method

An approved refund will normally be returned using the original payment route where technically possible. When the original route cannot receive a refund, KroozTV will explain any available alternative.

Payment-provider timing

After KroozTV initiates an approved refund, the bank, card issuer, cryptocurrency network, wallet service or payment provider may require additional processing time. KroozTV does not control the provider’s final posting time.

Service access after refund

KroozTV may disable or adjust the related subscription, reseller panel, credits, connections or account access after a full or partial refund is issued.

13. Mandatory consumer rights

This policy does not exclude, restrict or replace consumer rights that cannot legally be waived. Customers may have additional cancellation, repair, correction, price-reduction or refund rights under the law of their country or region.

Because KroozTV digital services may be activated shortly after purchase, customers requesting immediate activation are asking KroozTV to begin supplying the service without waiting for the end of any applicable cooling-off period. Any effect on statutory cancellation rights depends on the applicable law and whether legally required consent and information were provided.

Where a mandatory law gives the customer stronger protection than this policy, the mandatory legal protection applies.

14. Related KroozTV pages

15. Frequently asked questions

16. Policy updates

KroozTV may update this Cancellation and Refund Policy when its products, billing arrangements, payment methods, support procedures or legal obligations change.

The latest version will be published on this page with a revised effective or last-updated date. A policy update will not remove mandatory rights that already apply to a customer’s purchase.