1. Eligibility Conditions
A first-time purchase may be eligible for refund review when the service cannot be activated or remains unusable because of a verified service-side technical issue after the customer has followed reasonable troubleshooting steps with support.
Requests should be submitted promptly after purchase and include the order email, device, application, error details and troubleshooting already attempted. Statutory consumer rights applicable in your jurisdiction are not limited by this policy.
2. Refund Request Process
- Contact support at support@kanalbox.com with “Refund Request†in the subject.
- Provide the order identifier, purchase date and reason for the request.
- Allow support a reasonable opportunity to diagnose activation, device or connection issues.
- Respond to requests for screenshots or technical information needed to verify the claim.
3. Review and Processing Time
We aim to acknowledge requests within two business days. Approved refunds are submitted to the original payment method. Financial institutions may require approximately 5–10 business days to display the credit after processing.
4. Exceptions
Refunds may be declined for change of mind after successful activation or substantial use, unsupported devices, insufficient internet speed, failure to follow setup instructions, temporary individual channel outages, content preference, credential sharing, account abuse, expired subscriptions, reseller purchases or requests based on circumstances outside our reasonable control.
Partial refunds are generally not provided for time already used unless required by law.
5. Payment Disputes
Please contact us before filing a payment dispute so we can investigate. Fraudulent or duplicate chargebacks may result in account suspension and the preservation of relevant order and access records for dispute handling.