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Roca IPTV
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Refund Policy

You can request a refund within 7 days of activation if Roca IPTV doesn't work for you and we can't fix it.

Summary

You can ask for a refund within 7 days of activation if Roca IPTV does not work properly for you and our support team cannot fix the problem. Approved refunds go back to the original payment method. The free 24-hour trial exists so you can test before paying, and we encourage everyone to use it.

When a refund is available

A refund can be approved when, within 7 days of your login being activated:

  • the service does not play reliably on your device and connection, and the steps our support team suggests do not solve it; or
  • you were charged for an order but your login was never delivered; or
  • you were charged twice for the same order.

When a refund is not available

  • More than 7 days after activation.
  • When the problem is caused by something outside the service that you choose not to change — for example a connection well below the speeds in our guides, or a device that cannot run any of the supported apps.
  • When the login has been shared with other households or used on more screens than the plan allows.
  • For fees paid to third-party app makers (such as an app's own activation fee), which are not paid to Roca IPTV.
  • When an individual channel or event is temporarily unavailable but the service otherwise works as described.

How to ask for a refund

  1. Contact us on WhatsApp or at [email protected] from the email address you ordered with.
  2. Include your order ID (it starts with RIP-), your device and app, and a short description of the problem.
  3. We will try to fix the problem first — most issues are app settings or Wi-Fi and can be solved in minutes.
  4. If we cannot fix it, we confirm the refund and your login is deactivated.

Partial refunds and upgrades

If you upgraded or changed your plan, any refund is calculated on the amount actually paid for the order concerned. When a refund is approved for a longer plan after some days of normal use, we may deduct the value of the period already used, calculated at the equivalent monthly price.

Timescales

Approved refunds are issued within 5 working days. Depending on your bank or payment provider, it can take a further few days to appear on your statement.

Contact

Questions about this policy: [email protected]. See also our terms and conditions and privacy policy.