Refund Policy
This page tells you when NexiTV can refund a prepaid plan, and how to ask. Last updated: 28 July 2026.
Before you pay
Ask us on WhatsApp first if you are unsure about your device, a specific channel, or a live event. We would rather confirm availability than take payment for something we cannot deliver.
When a refund usually applies
We will look at a refund or replacement if:
- we confirmed payment but never sent login details within a reasonable time,
- the login we sent never worked on a device we had already said was compatible, and we cannot fix it after a fair troubleshooting attempt,
- you were charged twice for the same order by mistake.
When a refund usually does not apply
- You changed your mind after access was delivered and working.
- Your internet, TV software, or player app is the cause of the problem.
- A particular match, film or channel was unavailable after we had already warned that availability varies.
- The plan was shared, resold, or used on more connections than allowed.
- You ordered the wrong plan length by mistake after the account was activated.
Time window
Contact us as soon as you spot a problem — ideally within 48 hours of receiving the login, and no later than 7 days after payment for clear non-delivery cases. Older claims are harder to verify and may be refused.
How to request one
- Email support@nexitv.shop or WhatsApp us.
- Include the email used on the order, the plan length, payment proof, and a short description of the issue.
- Keep your device model handy so we can try a fix before we cancel anything.
If we approve a refund, we return the amount through the same route you paid where that is possible. Processing time depends on the payment method and the bank.
Partial credits
Sometimes a credit toward a different plan length is a better fix than a cash refund. We will say which option we can offer before we close the ticket.