Refund Policy

Last updated: January 1, 2026

At Nova4K we want you to be completely satisfied with your IPTV subscription. This policy explains when refunds are available, how to request one, and which situations are excluded.

1. General Policy — No Refunds After Activation

All subscription purchases are final once an account has been activated.

Because the Service gives immediate access to digital streaming content on payment, we cannot offer refunds once credentials have been delivered and the line is live. This is consistent with standard practice for digital subscription services and with applicable consumer protection law in Canada.

We strongly encourage new customers to start with the CA$10.99 introductory 1-month plan before committing to a longer term (see section 5).

2. Eligible Exceptions

2.1 Extended service outage

If Nova4K experiences a verified outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next subscription period.

• The outage must be confirmed on our side and attributable to Nova4K infrastructure.
• Outages caused by your internet service provider, your device, or third-party applications including IBO Player are not eligible.
• Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate charge

If you were charged more than once for the same plan through a technical error, you are entitled to a full refund of the duplicate charge.

• Proof such as a bank or payment processor statement may be requested.
• Duplicate-charge refunds are processed within 5 to 10 business days.

3. Non-Eligible Situations

Refunds are not available where:

• You changed your mind after purchasing.
• You selected the wrong plan at checkout.
• The problem lies with your own internet connection, router or device.
• You had compatibility issues with hardware or software we do not support.
• Your account was suspended or terminated for breaching our terms of service.
• You forgot about the subscription or did not use it during the paid period.
• Channel availability or content libraries changed during your subscription.

4. How to Request a Refund

1. Email [email protected] with the subject line Refund Request — [your account email].
2. Include the full name on the account, the email used to register, the date of purchase, a description of the issue, and a payment reference if you have one.
3. Submit the request within 7 days of the qualifying event.
4. Our team reviews and responds within 3 business days.

You can also open the conversation from our contact page.

5. The Introductory Plan

Nova4K offers a discounted CA$10.99 introductory 1-month plan so you can evaluate the Service on your own television at minimal cost before committing to a longer term. We recommend every new customer starts here.

Order it from the checkout page or see how it compares on our pricing page.

6. Refund Processing

• Approved refunds return to the original payment method.
• Processing takes 5 to 10 business days depending on your bank or payment provider.
• Nova4K is not responsible for delays caused by financial institutions.

7. Chargebacks

Please contact [email protected] before initiating a chargeback with your bank. Unauthorised chargebacks may result in immediate account suspension and will be disputed.

Where a chargeback is found to be fraudulent or in breach of these terms, Nova4K reserves the right to pursue recovery through appropriate legal channels.

8. Changes to This Policy

We may modify this policy at any time. Changes are published at nova4k.ca/refund.html with an updated "last updated" date. Continued use of the Service after a change constitutes acceptance.

9. Contact

Email: [email protected]
Website: nova4k.ca

Our support team aims to answer every enquiry within 24 hours. Common questions are already answered in the FAQ.