Important: As a digital streaming service, subscriptions are activated immediately upon payment. We offer a free 24-hour trial before you commit — use it to verify compatibility with your device and network. We strongly encourage all new customers to test before subscribing.
1 General Policy
Shamil TV provides a digital streaming service. Once a subscription is activated and credentials are delivered, the service has been rendered. As a result, our general policy is no refunds on activated subscriptions — consistent with standard digital goods regulations in most jurisdictions.
This policy exists because:
- Digital content is consumed the moment it is accessed
- Unlike physical goods, it cannot be "returned"
- We offer a free 24-hour trial specifically so customers can verify compatibility before paying
2 Free Trial
We offer every new customer a free 24-hour trial — no payment required, no credit card needed. During the trial you can:
- Test all channels and VOD content on your specific device
- Evaluate streaming quality on your internet connection
- Verify that the content available meets your needs
- Ask our support team any questions before committing
We strongly recommend completing a trial before purchasing any subscription. Claiming a refund after subscribing based on reasons that could have been identified during the trial period will not be approved.
3 When Refunds Are Eligible
We will consider refund requests in the following circumstances:
- Service never activated: You paid but credentials were never delivered within 24 hours of payment confirmation, and you did not use the service.
- Prolonged technical outage: A verified server-side outage affecting your account for more than 72 consecutive hours, with no reasonable fix provided.
- Billing error: You were charged an incorrect amount or charged twice for the same subscription period.
- Fraudulent charge: Payment was made without your authorisation (subject to investigation).
Refund requests must be submitted within 7 days of the qualifying event. Requests submitted after this period will not be considered.
4 Non-Refundable Situations
Refunds will not be issued for the following:
- Change of mind after activation
- Incompatibility with a device that was not tested during the free trial
- Slow internet speed or buffering on your end (speed requirements are stated clearly)
- Specific channels you expected but are not available (check the channel list before subscribing)
- Account suspension due to breach of our Terms of Service
- Subscription shared with others (credential sharing violation)
- Partial unused subscription periods after voluntary cancellation
- Requests submitted more than 7 days after the qualifying event
5 How to Request a Refund
To submit a refund request, contact our support team via WhatsApp or Telegram with the following information:
- Your full name and the contact used to subscribe
- Your subscription plan and payment date
- Proof of payment (screenshot or transaction reference)
- A clear description of the issue and why you believe a refund is warranted
- Any screenshots or evidence supporting your claim
Our team will review your request and respond within 3 business days.
6 Processing Time
Approved refunds are processed as follows:
- Bank transfer refunds: 3–7 business days, depending on your bank
- Other payment methods: Timeframe will be communicated case by case
You will receive a confirmation message once the refund has been initiated. If you do not receive your refund within the stated timeframe, please contact us.
7 Partial Refunds & Extensions
In cases where a full refund is not warranted but a significant service disruption has occurred, we may at our discretion offer:
- Subscription extension: Additional days added to your subscription to compensate for verified downtime
- Partial credit: A credit applied toward your next renewal
These alternatives may be offered instead of a cash refund at our discretion.