Refund Policy
We want you to buy with confidence, which is why every SmartVPro subscription comes with a 7-day money-back guarantee and why we recommend the C$1.99 trial before you commit. This page sets out exactly when a refund is available, what is excluded and how to claim one. It forms part of our Terms & Conditions.
1. Summary
Subscriptions: full refund within 7 days of activation if the service does not work as described on your device and our support team cannot fix it.
C$1.99 trial: non-refundable, but extended free of charge if we cannot get it working during your 24 hours.
Timescale: refunds are approved within 24–48 hours of your request and sent back to the original payment method (card, PayPal or Interac e-Transfer).
How to claim: email support@smartvpro.co.uk or message us on WhatsApp with your order details.
2. Try Before You Buy: The C$1.99 Trial
Before purchasing a plan we strongly recommend our 24-hour C$1.99 trial. It runs on exactly the same service as a full subscription, so you can check that it works on your device, on your internet connection and at the times you normally watch. Because the trial exists precisely so that you can test compatibility, the C$1.99 fee is not refundable. If, however, the trial does not work on your device and our team cannot resolve it during the 24 hours, we will extend it free of charge so that you get a fair test.
3. The 7-Day Money-Back Guarantee
Every paid subscription (1, 3, 6 or 12 months, on any number of devices) is covered by our 7-day money-back guarantee. If, within 7 days of the date we activate your subscription, the service does not work as described – for example streams will not play on a supported device, your login is not delivered, or persistent buffering occurs on a connection that meets our published minimum speed – and our support team is unable to fix the problem for you, we will refund the full amount you paid.
To be eligible you must give our support team a reasonable opportunity to help: most reported issues are a player setting, an out-of-date app or a Wi-Fi problem and are resolved in a few minutes on WhatsApp. Once a refund is issued the subscription is cancelled and the login details are deactivated.
4. What Is Not Covered
We are unable to refund a subscription where: more than 7 days have passed since activation; the issue is caused by your internet connection, mobile data limits, ISP throttling or home network rather than by our service; your device is not on our supported list or cannot run a compatible player application; you have chosen not to follow the troubleshooting steps provided by support; the subscription has been used normally and you have simply changed your mind after the 7-day period; the request relates to the temporary unavailability or change of an individual channel or on-demand title (line-ups can change and are not guaranteed); or the account has been suspended for breach of our Terms & Conditions, including sharing or reselling login details.
Refunds are not available on renewals or on any subscription purchased from a third party or reseller – please contact the seller directly in that case.
5. Your Consumer Rights
Nothing in this policy limits any rights you have under the consumer protection legislation of the Canadian province or territory in which you live, which may entitle you to a service that is performed with reasonable care and skill and that matches its description. Because subscriptions are digital services supplied immediately at your request, activation takes place as soon as payment is confirmed — you acknowledge this when you order — and our 7-day guarantee applies from that point. If you believe the service was not as described you may still exercise any statutory remedies available to you at any time.
6. How to Request a Refund
Send your request within the 7-day period to support@smartvpro.co.uk or via WhatsApp, including: the email address or name used for the order, the date of purchase, the payment method, the device you are using and a short description of the problem (screenshots or a short video help us enormously). Our team will first try to resolve the issue with you. If it cannot be fixed, we confirm the refund in writing within 24–48 hours of your request.
7. Processing Times
Approved refunds are returned to the original payment method. Card, Apple Pay and Google Pay refunds normally appear within 3–5 business days depending on your bank; PayPal refunds are usually visible within 24 hours; Interac e-Transfer payments are refunded by e-Transfer to the sending email address, normally within one business day of approval. We do not charge any fee for processing a refund. If you have not received a refund after 10 business days please contact us with the confirmation we sent you.
8. Chargebacks
Please contact us before raising a chargeback or PayPal dispute – our refund process is quicker, and a chargeback made for a service that has been delivered and used will result in the account being closed and may be contested with evidence of delivery and support history.
9. Changes to This Policy
We may update this policy from time to time. The version in force when you placed your order is the one that applies to that order. The date at the top of this page shows when it was last revised.
10. Contact
Email: support@smartvpro.co.uk
Contact page: iptvv-ca.ca/get-in-touch
Support hours: 24/7 via WhatsApp and email – most refund requests are answered within a few hours.