Refund & Cancellation Policy

1. About This Policy

Thank you for choosing Alwaystivi.

We aim to provide our digital services as clearly and reliably as possible. This Refund & Cancellation Policy explains when an order may be canceled, when a refund may be requested, and how those requests are reviewed.

Because Alwaystivi provides digital services that may be activated shortly after an order is placed, different return rules may apply compared with physical products.

Nothing in this policy is intended to exclude or limit mandatory consumer rights that apply under applicable law.

2. Definitions

Alwaystivi / we / us: the provider of digital services through Alwaystivi.tv.

Website: the official website Alwaystivi.tv.

Customer / you: any person or organization that places an order with Alwaystivi.

Order: a request or purchase of a digital service through our website or another official Alwaystivi sales channel.

Digital service: a digital product, subscription, access, or other digitally delivered service offered by Alwaystivi.

Activation: the point at which the ordered digital service is made available or the required access details are provided.

3. Digital Delivery

Alwaystivi services are delivered digitally. No physical product is shipped by mail and therefore there is no physical item to return.

After a successful payment has been received and processed, relevant details or instructions may be delivered through:

• email;
• WhatsApp;
• another agreed digital communication channel.

We aim to process orders as quickly as reasonably possible. Any stated delivery time is an estimate and may vary because of technical circumstances or necessary checks.

4. Canceling an Order

If you want to cancel an order, contact Alwaystivi as soon as possible.

If digital delivery or activation has not yet started, we may review whether the order can still be canceled.

If you requested immediate performance of a digital service and delivery or performance has already started, different rules may apply to cancellation or withdrawal rights.

Mandatory consumer rights remain applicable at all times.

5. Withdrawal Rights for Digital Services

Digital content and digital services may be subject to specific rules under consumer-protection law.

Depending on the type of service and the way it is delivered, a statutory withdrawal right may change or expire after digital performance has begun.

Where required by law, we request explicit consent before immediate delivery begins and provide information about any consequences for withdrawal rights.

This policy does not limit rights that must remain available under mandatory consumer law.

6. When a Refund May Be Considered

Refund requests are reviewed individually.

A refund may be appropriate, for example, when:

• the same order was demonstrably paid more than once;
• Alwaystivi is unable to provide the paid service;
• a verified error on our side resulted in a different service being delivered;
• a technical issue on our side makes delivery persistently impossible and no reasonable solution is available;
• an order was validly canceled before digital delivery began;
• applicable consumer law requires a refund.

Submitting a request does not automatically mean a refund will be approved. We first review the order, delivery status, technical circumstances, and applicable legal rights.

7. Situations Where a Refund May Be Refused

To the extent permitted by applicable law, a refund request may be refused when, for example:

• the digital service was correctly delivered and made available;
• the applicable withdrawal right has legally expired;
• the issue is caused solely by an insufficient or unstable internet connection;
• the customer's device is not compatible;
• unsupported software or incorrect settings are being used;
• incorrect contact or device information was supplied by the customer;
• access credentials were shared, sold, or disclosed without authorization;
• verified fraud or misuse has occurred;
• the service stopped functioning because of changes made by the customer;
• the customer seriously violated applicable terms of use.

A refusal will not be applied where mandatory consumer law gives the customer a right to a refund or another legal remedy.

8. Device and Internet Issues

The operation of a digital service may depend partly on factors outside the control of Alwaystivi.

These may include:

• internet speed and stability;
• Wi-Fi coverage;
• router or network settings;
• device performance;
• available storage or memory;
• applications being used;
• software or firmware versions.

A problem caused solely by one of these external factors does not automatically create a right to a refund.

If you are unsure about compatibility, contact Alwaystivi before placing an order.

9. Technical Issues Should Be Investigated First

If you experience a technical issue, please contact Alwaystivi Support before requesting a refund.

We may ask for relevant information so we can investigate the issue.

Depending on the situation, support may assist with:

• installation;
• activation;
• device settings;
• compatibility;
• basic configuration;
• access issues.

Where a problem can reasonably be resolved, we will normally try to provide an appropriate technical solution first. A temporary technical issue does not automatically result in a refund.

10. Customer Responsibilities

To allow an order to be processed and used correctly, customers are responsible for:

• providing a correct email address;
• providing accurate order details;
• checking the inbox and spam folder;
• using compatible equipment;
• maintaining a sufficiently stable internet connection;
• correctly installing and configuring required software;
• keeping access information secure;
• reporting issues in a timely manner.

If you are uncertain whether your device is suitable, contact Alwaystivi Support before purchasing.

11. How to Request a Refund

To request a refund, send an email to:

support@Alwaystivi.tv

Where possible, include:

• your name;
• the email address used for the order;
• the date of the order;
• the relevant service or package;
• a relevant order or payment reference;
• a clear explanation of the reason for the request.

For technical issues, additional information may be required so we can determine what happened.

Do not send full payment-card details or passwords by email.

12. Review of a Refund Request

After receiving a refund request, we may review:

• whether payment was successfully processed;
• when the order was placed;
• whether the service was already delivered or activated;
• whether the service was delivered correctly;
• whether technical support was previously offered;
• the cause of any reported issue;
• which legal rights apply to the situation.

We aim to review valid requests carefully and within a reasonable period.

13. Approved Refunds

When a refund is approved, we aim to return the amount through the same payment method used for the original order where reasonably possible.

In certain situations, an alternative method may be agreed if a refund through the original payment method is technically unavailable.

After Alwaystivi processes an approved refund, it may take additional time before the amount appears in your account. Processing time may depend on:

• the payment method;
• the bank;
• the card issuer;
• the payment provider.

Alwaystivi does not have complete control over processing times used by independent financial institutions.

14. Duplicate Payments

If the same order was accidentally paid more than once, contact us as soon as possible.

After reviewing the transactions, a verified duplicate payment may be refunded where no separate service was delivered for the additional payment.

Please provide enough information for us to identify both transactions.

15. Chargebacks and Payment Disputes

If you believe something went wrong with an order, we ask that you contact Alwaystivi Support first.

This gives us an opportunity to investigate the order and, where possible, provide an appropriate solution.

Abuse of chargebacks, false claims, or fraudulent payment disputes may be investigated.

This does not limit a customer's right to raise a legitimate dispute with a bank, payment provider, or other competent authority.

16. Fraud and Misuse

A refund request may be investigated further where there are reasonable indications of fraud or misuse.

This may include:

• knowingly false information;
• unauthorized use of payment information;
• misuse of access details;
• multiple fraudulent refund requests;
• sale or unauthorized distribution of access;
• other verified forms of abuse.

Where fraud or serious misuse is established, we may restrict or terminate service to the extent permitted by law.

17. Third-Party Payment Providers

Alwaystivi may use independent providers to process payments.

Those providers may apply their own processing times, security procedures, verification requirements, privacy terms, and payment conditions.

Alwaystivi is not responsible for delays caused solely after an approved refund has been correctly submitted to an independent bank or payment provider.

18. Changes to This Policy

We may update this Refund & Cancellation Policy when our services, payment methods, technical processes, or applicable laws change.

The latest version will be published on Alwaystivi.tv .

Changes are not intended to retroactively remove mandatory legal rights that already apply to an existing order.