Introduction to our refund policy:

Thank you for shopping at VanillaTV! Given that our store offers only digital products, a refund or an exchange is possible but under certain conditions:

Our live channels and VOD contents are streamed to your home from a source of top-notch quality servers, however in case of an inconvenience please let us know via the contact page, our team will first make sure that the user is part of our client database, after which they test the package stream status to make the right reponse.

In case the streaming status is working perfectly, which is 99% of cases, we can offer the user a guidance on the best applications and bandwidth to have for excellent user experience.

Otherwise, if one part of our streaming services have issues with certain live channels or VOD content, our team will intervent to fix the issue in the shortest delays and contact the user about it.

But in case our streaming systems go down and are not willing to be fixed at sooner delays then a refund will be issued to the user in response to their request.

Eligibility for Refunds and Exchanges

Our streaming servers are down and not willing to be fixed in a reasonable delay.

The user has the minimal requirements (software & Internet speed) and is sure their digital environment is not affected by weather conditions, virus infections, etc.

To complete your refund or exchange, we require a receipt or proof of purchase.

Partial refunds are granted (if applicable)

Any subscription that stops from working due to server errors.

Once your return or exchange demand is received and inspected, we will send you an email to notify you that we have received your application. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

If you have done all of this and you still have not received your refund yet, please contact us at (email and or phone number)