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Refund & Return Policy

Last Updated: January 23, 2026

Overview

At Velino TV, we want you to be completely satisfied with your purchase. As a digital subscription service, we offer a comprehensive refund policy to ensure your satisfaction. This policy complies with EU Consumer Rights Directive and UK Consumer Contracts Regulations.

7-Day Money-Back Guarantee

We offer a 7-day money-back guarantee on all subscription plans. If you are not satisfied with our service for any reason within the first 7 days of your purchase, you are entitled to a full refund.

  • Refund Period: 7 days from the date of purchase
  • Refund Amount: 100% of the purchase price
  • Processing Time: 3-5 business days after approval
  • Refund Method: Original payment method

Eligibility for Refund

You are eligible for a full refund if:

  • You request a refund within 7 days of your initial purchase date
  • We are unable to resolve technical issues you are experiencing with our service
  • The service is not compatible with your device despite our support team's best efforts
  • The service does not match the description provided at the time of purchase
  • You experience consistent service outages affecting more than 50% of your subscription period

Non-Refundable Circumstances

Refunds may not be issued in the following circumstances:

  • Request made after the 7-day guarantee period has expired
  • Issues caused by your own internet connection, ISP restrictions, or hardware limitations
  • Violation of our Terms of Service
  • Abuse of the refund policy (e.g., repeated purchases and refund requests)
  • Account sharing beyond the number of devices included in your plan

Partial Refunds

After the 7-day guarantee period, we may offer partial refunds on a case-by-case basis for:

  • Extended service outages (more than 48 consecutive hours)
  • Technical issues that prevent service usage for an extended period
  • Billing errors or duplicate charges

Partial refunds are calculated on a pro-rata basis for the remaining unused subscription period.

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our support team via WhatsApp at +212 641 520 118 or email at streamonlinever@gmail.com
  2. Provide your order number or email address used for purchase
  3. Describe the reason for your refund request
  4. Our team will review your request within 24 hours
  5. If approved, your refund will be processed within 3-5 business days

Cancellation Policy

You may cancel your subscription at any time. Upon cancellation:

  • Your service will remain active until the end of your current billing period
  • No automatic renewals will occur after cancellation
  • Partial refunds for unused time are available within the 7-day guarantee period only

Contact Us

If you have any questions about our refund policy, please contact us:

  • Email: streamonlinever@gmail.com
  • WhatsApp: +212 641 520 118
  • Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
  • Response Time: Within 24 hours