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Customer Protection

Refund Policy & 7-Day Money-Back Guarantee

Effective Date: September 2026

At YourFlix (yourflixhq.com), customer satisfaction and trust are our top priorities. We take immense pride in the stability, uptime, and high-definition visual fidelity of our streaming servers. To ensure you can subscribe with absolute confidence, we provide a transparent, risk-free 7-Day Money-Back Guarantee.

1. Eligibility for a Full Refund

You are eligible for a 100% full refund under the following conditions:

  • Your refund request is submitted within 7 days (168 hours) of your initial subscription purchase.
  • You experienced persistent technical issues (such as inability to connect to servers or missing primary channel packages) that our 24/7 technical support team could not resolve after troubleshooting.
  • You mistakenly placed duplicate orders for the same account.

Fast & Hassle-Free Resolution

Before requesting a refund, we encourage contacting our 24/7 WhatsApp support. Over 95% of reported streaming issues are resolved in under 5 minutes by updating player DNS or adjusting buffer cache settings.

2. Non-Refundable Circumstances

Refunds cannot be issued under the following circumstances:

  • Requests submitted after the 7-day initial guarantee window has elapsed.
  • Inability to stream caused by local internet outages, insufficient customer bandwidth (less than 15 Mbps), or improper Wi-Fi setup outside of YourFlix control.
  • Account terminations resulting from abuse, unauthorized sharing of account credentials beyond purchased connection limits, or resale violations.
  • Wholesale reseller credit packs that have already been allocated or consumed in the reseller panel.

3. How to Request a Refund

To request a refund, simply reach out to our team with your order details:

  1. Message us on our official WhatsApp line or email support@yourflixhq.com.
  2. Include your Order ID, assigned Username, and a brief description of the technical issue encountered.
  3. Our billing department will process your request within 24 business hours.

4. Processing Timelines

Once approved, refunds are credited back to your original payment method:

  • Credit & Debit Cards: Typically reflects in your account within 3–5 business days, depending on your bank.
  • PayPal: Immediately upon processing.
  • Cryptocurrency: Sent back to your provided wallet address within 12 hours (minus standard network blockchain gas fees).