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Refund Policy — MatrixTV

We want you to be genuinely satisfied with your MatrixTV subscription. This policy explains when refunds and credits are available, how to request one and which situations do not qualify. It is deliberately specific — vague refund policies exist to be argued about later.

Last updated: January 1, 2026

1. General policy — no refunds after activation

All subscription purchases are final once an account has been activated.

Because the Service gives immediate access to digital streaming content the moment payment clears, we cannot offer refunds after your credentials have been delivered and activated. This is consistent with standard practice for digital subscription services and with consumer protection law in the United States.

This is precisely why we publish a low-cost introductory 1-month plan at $8.99. New customers should start there rather than committing to a long term — see section 5 below.

2. Eligible exceptions

Refunds or credits are considered in the following verified circumstances only.

2.1 Extended service outage

If MatrixTV suffers a verified outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next billing period, reflecting the proportion of your term during which the Service was unavailable.

  • The outage must be confirmed on our side and attributable to MatrixTV infrastructure.
  • Outages caused by your internet provider, your device or third-party applications — including IBO Player itself — do not qualify.
  • Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate charge

If you were charged more than once for the same subscription because of a technical error, you are entitled to a full refund of the duplicate charge.

  • Proof of the duplicate charge, such as a bank or payment processor statement, may be requested.
  • Duplicate-charge refunds are processed within 5 to 10 business days.

3. Situations that do not qualify

  • You changed your mind after purchasing.
  • You bought the wrong plan length.
  • The problem lies with your own internet connection, router or device.
  • You had compatibility issues with hardware or software we do not support.
  • Your account was suspended or terminated for breaching our terms of service.
  • You forgot about the subscription or simply did not use it during the term.
  • Channel availability or library content changed during your subscription.

4. How to request a refund

  1. Email [email protected] with the subject line Refund Request — [your account email].
  2. Include the following:
    • The full name on the account
    • The email address used to register
    • The date of purchase
    • A description of the issue — outage details or evidence of the duplicate charge
    • Your payment reference, if you have one
  3. Submit the request within 7 days of the qualifying event.
  4. Our team reviews it and responds within 3 business days.

5. The introductory plan

MatrixTV offers a discounted introductory 1-month plan at $8.99 so you can evaluate the Service at minimal cost before committing to a longer term. We encourage every new subscriber to start there. It is the complete production service, not a reduced version.

Order it from the checkout page, or compare it against the longer terms on our pricing page.

6. Refund processing

  • Approved refunds are returned to the original payment method.
  • Processing takes 5 to 10 business days after approval, depending on your bank or payment provider.
  • MatrixTV is not responsible for delays caused by financial institutions.

7. Chargebacks

Please contact us at [email protected] before raising a chargeback with your bank or payment provider. Unauthorised chargebacks may result in immediate account suspension and will be disputed.

Where a chargeback is found to be fraudulent or in breach of these terms, MatrixTV reserves the right to pursue recovery through the appropriate legal channels.

8. Changes to this policy

We may amend this policy at any time. Changes are published at https://matrixtv.us/refund.html with an updated "Last updated" date. Continuing to use the Service after a change constitutes acceptance of the revised policy.

9. Contact

For refund enquiries or questions about this policy:

Our support team aims to respond to every enquiry within 24 hours, and usually much sooner.