Refund Policy
At our core, we have unwavering faith in our products. Each day, we strive to bring you joy and put a smile on your face through our services. However, we recognize that challenges may arise for some. If you find yourself dissatisfied with your purchase or if a problem arises that renders our system unusable, we extend our hand to offer a refund.
Requesting a Refund
To initiate a refund request, please ensure you have your transaction order ID and send an email with the subject line: “Refund Request”. In the email, kindly outline the issues you are encountering and provide the reasons for your refund request. In certain cases, we may request evidence, and in return, we will furnish you with evidence of our efforts, observations, and decisions. Our aim is to convey our perspective transparently and comprehensively.
Terms and Conditions
We wish to clarify that refunds for technical issues can only be processed if we are granted an opportunity to assist you and resolve the problem. Should we be unable to resolve your concern within 48 hours, a refund will be arranged. For any support required, our live support team is available 24/7.
Refunds are applicable within 72 hours of the purchase date. Subsequent to this period, regrettably, we cannot process refunds. If payment was made using credit cards, refunds are generally credited back to the customer’s bank account within 20 to 31 working days.
Nevertheless, there may be instances where the refund process takes up to 90 days. We must clarify that these timeframes are beyond our control, as we are not the payment provider but the TV service provider.
Complete refunds are granted only for purchases made within 72 hours. Requests beyond this timeframe will result in partial refunds, proportionate to the subscription usage period. The 4KTV KOPEN support team will be in contact regarding all refund matters.
Important Note
The standard timeframe for refunds ranges from 20 to 90 working days. Unfortunately, we do not possess the means to expedite this period. Our payment processors manage refund requests, and while we strive to respond promptly to your requests, the actual refund timeline is influenced by external factors.
Non-Refundable Scenarios
We regret to inform you that refunds or partial refunds will not be issued in the following situations:
User Inability to Set Up: While we provide comprehensive support for setting up boxes, devices, apps, and systems, we are constrained by the unique circumstances of each user’s equipment and environment.
Occasional Channel Issues: While our servers are generally stable, temporary issues such as freezing or non-functioning channels may arise due to factors such as internet fluctuations, device setup, ISP problems, server downtime, or user-initiated changes.
Service Interruptions: In the rare event that you are unable to access your 4KTV KOPEN subscription for a period exceeding 48 hours due to issues caused by us, we will either fully refund the package price or extend your subscription for the duration of the downtime, accompanied by additional benefits that can be discussed individually.
Content Discrepancies: Refunds will not be issued for minor variations in content, including programming changes, channel additions, or removals. We strive to enhance our offerings continually, and such adjustments are inherent in the dynamic nature of our service.
Refund Process
Upon receiving your refund request, our team will promptly review the provided information. If the conditions for a refund are met, we will initiate the process within the stipulated time frame. You will be notified of the progress, and we aim to provide transparency throughout the entire refund procedure.
Customer Responsibility
As a valued customer, we appreciate your understanding that certain issues may be beyond our control. We encourage you to reach out to our support team for assistance in resolving any concerns before opting for a refund. Our dedicated team is committed to ensuring your satisfaction and resolving issues to the best of our abilities.
Changes to the Refund Policy
We reserve the right to modify this refund policy at our discretion. Any changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically to stay informed about updates. Continued use of our services after any modifications indicates your acceptance of the revised terms.
Contact Us
If you have any questions or concerns about our refund policy, please contact us at kontakt@4ktv-kopen.nl
We value your feedback and are here to assist you in any way we can.
Thank you for choosing our services. We appreciate the opportunity to serve you and are dedicated to providing a positive experience with our TV solutions.