Refund Policy
Every new PrimoTV USA subscription is backed by a money-back guarantee: Essential comes with a 7-day money-back guarantee and ELITE VIP comes with a full 15-day money-back guarantee. If the service does not work the way you expected inside your plan's window, get in touch and we will refund you. This policy explains exactly what is covered, what is not, and how to claim — in plain English.
Wherever this page says "7 days", the window is 15 days for ELITE VIP orders. The 15-day ELITE VIP window applies to orders placed on or after 24 September 2026. Orders placed before that date keep the 7-day window they were sold under.
1. Who can claim a refund
The money-back guarantee applies to:
- First-time customers buying their first PrimoTV USA subscription on a paid plan listed on the pricing page.
- Trial subscriptions that the customer upgraded to a paid plan within the trial window.
It does not cover renewals of an existing subscription or extensions of a line you have already used past the 7-day window.
2. The 7-day window
The 7-day period starts from the date and time we email your activation details. If you ask for a refund within those 7 days for any of the reasons listed below, we will issue one. After day 7, the refund will be considered on a goodwill basis and is at our discretion.
3. How to claim a refund
- Contact us at moc.vtpiomirp@troppus or via WhatsApp at +1 763 400 4000.
- Quote the email address used at checkout and the order or payment reference.
- Describe the issue. Where the problem is technical, please give our support team one reasonable attempt to fix it before the refund is processed — most issues are resolved in under 15 minutes.
- If the fix does not work, we refund without further questions.
4. Processing time & method
Refunds are returned to the original payment method. Typical processing times after we approve a refund:
- Card payments: 3–7 business days, depending on your bank.
- Apple Pay and Google Pay: the money goes back to the card behind the wallet, on the same 3–7 business day timetable.
Those are the methods we accept at checkout. We cannot refund to a different card or a different account than the one that paid.
5. When a refund is not available
To keep the guarantee sustainable, we do not refund where:
- The 7-day window has expired.
- The dissatisfaction relates to a change a third-party broadcaster has made to their channel (we cannot control broadcaster decisions).
- The dissatisfaction relates to your local internet speed or ISP throttling. Run a speed test — we recommend at least 25 Mbps for stable 4K.
- The account has been suspended or terminated under Section 5 of the Terms of Service (acceptable use).
- The credentials we issued have been shared, resold or published.
- The order is a renewal, top-up or extension of an existing line.
6. Chargebacks & payment disputes
If you have a problem, please contact us before disputing the charge with your bank or card issuer. Chargebacks cost time and money on both sides and trigger automatic account suspension while the dispute is open. We are happy to refund eligible orders directly — it is faster.
7. Your statutory rights
This policy is in addition to the rights you already have under federal consumer-protection law and under the consumer-protection statutes of the state you live in. Nothing on this page limits those rights, and nothing on it asks you to give any of them up.
There is no federal cooling-off period for something you buy online, and your access begins the moment we email your login. So the money-back guarantee above is not a restatement of a law — it is a promise we make on our own, and it is the one to hold us to. Ask inside your plan's window, 7 days on Essential or 15 days on ELITE VIP, and we refund you.
8. Contact
Email: moc.vtpiomirp@troppus
WhatsApp: +1 763 400 4000
Hours: 24 / 7 - every day of the year