Refund
Policy.
Overview & Commitment
At Vivimate, we stand behind the quality of our streaming service. We understand that circumstances change and aim to handle every refund request fairly, quickly, and with respect.
This Refund Policy outlines the conditions under which Vivimate will issue refunds and the process for requesting one. By subscribing to any Vivimate plan, you agree to the terms described herein.
Quick answer: If our service isn't working as advertised within your first 48 hours, contact us on WhatsApp and we'll make it right — no questions asked.
Refund Eligibility
You may be eligible for a full or partial refund under the following conditions:
- ✓Service not delivered: Credentials were not delivered within 24 hours of confirmed payment.
- ✓Technical failure: The service is completely non-functional and our support team has been unable to resolve the issue within 72 hours.
- ✓Duplicate payment: You were charged more than once for the same subscription period.
- ✓Incorrect plan billed: You were charged for a plan different from what you ordered.
- ✓48-hour satisfaction window: New subscribers who are unsatisfied and contact us within 48 hours of first activation.
We strongly encourage using our free trial (where available) before purchasing to ensure compatibility with your device and internet connection.
Non-Refundable Situations
The following situations are not eligible for refunds. Please review carefully before purchasing:
- ✕Change of mind after 48 hours of activation.
- ✕Internet connection issues on your end (slow speed, ISP throttling, router problems).
- ✕Device incompatibility if you did not verify compatibility before purchase.
- ✕Specific channel unavailability — lineup may change due to broadcast rights.
- ✕VPN-related issues — we do not guarantee performance when a VPN is active.
- ✕Account sharing violations — accounts suspended for exceeding simultaneous connection limits.
- ✕Partial month usage — we do not prorate refunds for unused days mid-subscription.
- ✕Renewals — subscription renewals are non-refundable once processed.
Important: Vivimate is a digital service. Once your credentials are activated and accessed, the service is considered delivered and consumed.
Refund Request Process
All refund requests must be submitted in writing via WhatsApp. Verbal requests cannot be processed.
Processing Times
Once a refund is approved, processing time depends on your payment method:
Vivimate does not control processing times on the payment provider's side. If your refund has not appeared after 10 business days, contact your payment provider before reaching back out to us.
Partial Refunds
In cases where a full refund is not applicable but the situation warrants compensation, Vivimate may offer a partial refund or service credit at our discretion. Examples include:
- Extended outages affecting your service for more than 72 consecutive hours.
- A significant portion of subscribed channels becoming unavailable for an extended period.
- Technical issues partially resolved but not fully corrected within a reasonable timeframe.
Partial refund amounts are calculated based on the proportion of the subscription period affected. Service credits will be applied to your next renewal.
Chargebacks & Disputes
We strongly encourage customers to contact us before initiating a chargeback. Most issues can be resolved quickly through direct communication.
Chargeback policy: Accounts associated with unauthorized or fraudulent chargebacks will be permanently suspended. Vivimate reserves the right to contest any chargeback where service was delivered as described, and will provide payment processors with all relevant evidence including delivery confirmation, activation logs, and communication records.
Contact
Have a question about this policy or want to submit a refund request? Our support team is available 24/7 via WhatsApp and typically responds within minutes.
Need to request a refund?
Our team responds in minutes — available 24/7.