Refund Policy
Last updated: 5 June 2026
This page sets out the rules for refunds at Vivimate. Read it before you buy. By placing an order you confirm you have read and accepted this policy together with our Terms of Service.
14-Day Refund Window
Refund requests must reach us inside 14 calendar days of the date you paid. After day 14 a refund is no longer possible, regardless of the reason.
1. Overview
Vivimate is operated by Vivimate OÜ, a company registered in Estonia (company number 16289437, registered office Vivimate OÜ, Lõõtsa tn 8, 11415 Tallinn, Estonia). This policy governs every paid Vivimate subscription, regardless of the plan length, screen count, or payment method.
Two non-negotiable rules apply to every refund request:
- ●The request must arrive within 14 calendar days of the original payment date.
- ●You must have contacted our support team first and given us a fair chance to fix the issue.
2. What Qualifies for a Refund
We offer refunds for the following reasons:
- You experience technical difficulties that cannot be resolved by our support team.
- You made a duplicate purchase.
3. What Does Not Qualify for a Refund
We do not offer refunds for the following reasons:
- A change of heart after the order has been placed.
- Not having read the product description or system requirements ahead of the purchase.
- Operator error or an inability to operate the service on your end.
- Running more concurrent streams than the plan tier permits.
- No prior contact with our support team before the refund request was lodged.
4. Important Exception · 1-Month and 1-Day Plans
Please note: there is an exception to our refund policy regarding the 1-month plan and the 1-day trial period. Both are non-refundable under any circumstance.
If you are unsure whether the service will fit your setup, we strongly recommend the 1-day trial first. If you then pay for a longer-term plan (3, 6, or 12 months) the 14-day refund window in this policy applies as normal.
5. How to Request a Refund
Four steps:
Contact our support team first at [email protected]
Describe the problem you are seeing and give us a fair chance to fix it. A refund request before this step is invalid under section 3.
If the issue cannot be resolved, request a refund
Reply to the same email thread with the words "I would like a refund" and your order number.
We confirm by email within 24 business hours
A real human reviews every request. We will tell you in plain English whether the request qualifies under sections 2 to 4 above.
The refund is sent to your original payment method
Cards typically settle in 3 to 7 business days. PayPal settles within 24 hours. Bank refunds depend on your bank.
You can also call us on +1 (939) 699-3536 or open live chat from your customer panel. A refund request received by phone or chat carries the same weight as an email, but you must still send a written confirmation to [email protected] so we have a record on file.
6. Chargebacks
Contact our support team before filing a chargeback with your bank or card issuer. A direct refund is faster, simpler, and does not damage your account standing.
A chargeback filed without first contacting us at [email protected] will be disputed on our side with the relevant card scheme and will result in immediate, permanent account suspension. We reserve our right to recover from you any chargeback fees levied on us by our payment processors.
7. EU and UK Consumer Rights
If you are a consumer in the European Union, the United Kingdom, or Switzerland, you would normally have a 14-day right of withdrawal for digital services under the EU Consumer Rights Directive (2011/83/EU) and the equivalent UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
By starting to use the service inside the 14-day window (downloading your Xtream credentials and connecting an IPTV player to our servers) you give us your express consent to begin immediate performance, and you acknowledge that you lose the right of withdrawal for the part of the service we have already supplied. After this point, refunds are governed by sections 2 to 4 of this policy.
8. Contact
For any refund question or billing concern, reach our team:
📞 +1 (939) 699-3536
🏢 Vivimate OÜ, Lõõtsa tn 8, 11415 Tallinn, Estonia
Available 24/7 · Average first response: under 20 minutes