Refund & Returns

1. Our Refund Policy

We believe in our products 100% and work every day to ensure you are happy with your service. However, we understand that our IPTV subscription plans may not work perfectly for everyone in every situation.

If you are not satisfied with your purchase, or if you have an issue that we are unable to resolve which makes the service unusable, we are happy to provide a refund subject to the conditions below.

2. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team first via WhatsApp or email and describe the issue you are experiencing
2. Allow us up to 48 hours to attempt to resolve your issue
3. If we are unable to resolve the issue within 48 hours, send an email to admin@softestore.com with subject line "Request for Refund"
4. Include your order ID, the issues you faced, and any relevant screenshots or proof
5. Our team will review your request and respond with our decision

3. Refund Conditions

• Refund requests must be made within 72 hours of the purchase date
• You must allow us 48 hours to attempt to resolve any technical issue before a refund is issued
• Full refunds are only available for purchases made less than 72 hours ago
• Partial refunds may be issued for older subscriptions based on the unused period
• Refunds to credit/debit cards typically take 20 to 31 working days to process
• In some cases, processing may take up to 90 days — this is outside our control

4. When We Do Not Offer Refunds

We will not issue refunds in the following circumstances:

• The customer is not satisfied with the channel line-up or content selection (we recommend trying our free 24H trial first)
• The customer is unable to set up their own device or app (our support team will assist with setup)
• Occasional channel freezing or buffering due to the customer's internet connection or ISP
• The customer opened a payment dispute before contacting support
• The request is made after 72 hours from the purchase date
• Temporary server maintenance or updates (weekly scheduled maintenance)

We strongly recommend taking advantage of our free 24-hour trial before purchasing any long-term subscription.

5. Common Issues & Solutions

Most issues can be resolved quickly by our support team. Common causes of problems include:

• Customer internet fluctuations — try restarting your router
• Device or app configuration issues — contact us and we'll walk you through setup
• ISP restrictions — we can recommend solutions to bypass these
• Temporary channel downtime — usually fixed within a few hours
• Server updates — scheduled weekly and typically last only a few minutes

If we are unable to resolve your issue within 48 hours, we will either fully refund your purchase or add the lost time to your subscription plus a bonus period.

6. Contact Us

If you have any questions about our Refund Policy or want to submit a request, please contact us before opening any dispute: