At BestIPTV Kenya, we are committed to providing you with the highest quality IPTV entertainment experience. As part of our dedication to customer satisfaction and transparency, we offer a 3-Day Refund Assurance on all new subscriptions. Please read this policy carefully to understand your rights and our obligations under the Consumer Protection Act, 2012 of Kenya .
We want you to have complete confidence in your choice of entertainment provider. If you are not entirely satisfied with our service, you may request a full refund within 3 days from the date of your initial subscription payment.
Eligibility: This assurance applies to new customers who are experiencing genuine technical issues that our support team cannot resolve, or who have decided the service does not meet their needs within the first three days.
Full Refund: You will receive 100% of your subscription fee back.
Process: To initiate a refund, you must contact our support team via WhatsApp within the 3-day window.
To be eligible for a refund under this policy, the following conditions apply:
The refund request must be submitted within 72 hours (3 days) of the initial payment.
You must provide your registered account details (name, phone number, and payment method used during sign up).
We reserve the right to verify the usage statistics of your account. Abuse of the service (e.g., attempting to download large amounts of content specifically to claim a refund) may void your eligibility.
In accordance with fair business practices, refunds will not be issued in the following situations:
Requests made after the 3-day refund period has expired.
Issues related to the customer’s own internet connection, device compatibility, or general technical knowledge that our support team has offered to assist with but the customer has declined help.
Subscription fees for months beyond the first billing cycle (i.e., renewals are final).
If the customer has violated our Terms & Conditions (e.g., unauthorized reselling of the service).
If your refund request is approved:
Mode of Payment: Refunds will be processed using the original method of payment (e.g., M-Pesa, credit card, or bank transfer).
Timeline: Please allow 7-14 business days for the refund to reflect in your account, depending on your payment provider’s processing times. BestIPTV Kenya will process the refund instruction within 3 business days of approval.
This Refund Policy does not replace your statutory rights under the Consumer Protection Act, 2012 of Kenya. You are entitled to goods and services of reasonable quality. If you experience persistent service issues beyond the 3-day period, you may still be entitled to remedies such as repair (technical support), replacement (different package), or compensation, subject to review by our team or the Communications Authority of Kenya .
If you are unsatisfied with our refund decision, you have the right to escalate the matter. In compliance with the Kenya Information and Communications Act, we have a formal complaints handling procedure .
Step 1: Contact BestIPTV Kenya support directly.
Step 2: If unresolved, you may escalate your complaint to the Communications Authority of Kenya (CAK) , which is mandated to safeguard the interests of consumers of ICT goods and services .
To request a refund or ask a question about this policy, please contact us:
Email: support@bestiptvkenya.co.ke
WhatsApp Phone: +1 (334) 355-9784
Business Hours: Monday – Friday, 8:00 AM – 8:00 PM (EAT)
| Feature | Details |
|---|---|
| Refund Window | 3 Days from purchase |
| Valid Reasons | Technical faults, dissatisfaction (within window) |
| Not Covered | After 3 days, internet issues, renewals |
| Processing Time | 7-14 business days after approval |
