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Refund Policy

Straightforward and transparent. We stand behind our Service with a 3-day money-back guarantee.

In effect since May 21, 2026

At Vivimate, we want you to be fully satisfied with your Service. This Refund Policy explains when you may request a refund, how the process works, and how our support team can help.

By subscribing to Vivimate, you accept this Refund Policy alongside our Terms of Service.

1 Overview

Vivimate offers a 3-day money-back guarantee on every new subscription. If you’re not fully satisfied with the Service within the first 3 days after your purchase, you may request a full refund by contacting our support team.

Beyond the 3-day period, refunds are handled on a case-by-case basis at Vivimate’s sole discretion, in accordance with the sections below.

2 Refund Eligibility

To be eligible for a refund under our 3-day guarantee, all of the following must be true:

  • The subscription was purchased directly through vivimate.it.com
  • The refund request is submitted within 3 days of the purchase date
  • You have contacted our support team and given us a reasonable opportunity to resolve any technical issue

Renewals of existing subscriptions and subscriptions purchased from unauthorized resellers are not eligible for refunds.

3 Technical Issues and Support

If you are experiencing a technical issue with the Service, we ask that you contact our support team first. Most technical issues can be resolved within minutes with the help of our team.

Common technical issues we can resolve:

  • Setup issues on your device
  • Streaming quality problems (buffering, freezing)
  • Access issues to specific channels
  • Configuration problems with IPTV Smarters, TiviMate, or IBO Player

Our support team is available 24/7 via WhatsApp — average response time under 5 minutes.

4 Refund Processing

Once a refund is approved, funds will be returned to the original payment method within 5–10 business days. Timelines can vary depending on your bank or card issuer.

You will receive a confirmation email as soon as the refund is issued from our side. If, after 10 business days, you have not received the funds, please contact us so we can help investigate with your payment provider.

5 Communication and Support

To request a refund, contact us through one of the following channels:

Please include your name, purchase email address, and the reason for your request. We will get back to you within 24 hours.