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Legal

KenoaTV Refund Policy

Last updated: October 28, 2026

This page explains when a KenoaTV plan can be refunded, when it can't, and how to ask. We want the process to be clear and fair, so please read it before you order.

When a refund is possible

A full or partial refund may be given in these cases:

  • Technical failure: the service is completely down on your compatible device for 72 or more hours in a row because of a fault on KenoaTV's side.
  • Duplicate payment: you were charged twice by mistake for the same subscription period.
  • New customers, first 7 days: you are a new customer, you ask within 7 days of your first purchase, and you have first tried to fix the problem with our support team.

When a refund isn't given

Refunds are not given when:

  • you're unhappy with the channel list or content;
  • your internet connection is too slow or unstable to stream;
  • you broke the terms of service (for example by sharing your account);
  • you face geo-blocking in your country, which is outside KenoaTV's control.

How to ask for a refund

Message our team on WhatsApp through the contact page. Start your message with "Refund request" and include:

  • your full name;
  • the email address you used to order;
  • the reason for your request, and what you have already tried with support;
  • your device and app (for example, Fire TV Stick with IPTV Smarters Pro).

How long it takes

  • Review: our team reviews your request within up to 3 business days, and tells you the outcome in the same WhatsApp chat.
  • Your bank: once a refund is approved, it can take your bank or card issuer 5–10 business days to show it on your account.

Public holidays can add to these times.

One-time payments, no auto-renewal

Every plan (1, 3, 6 or 12 months) is a one-time payment for a fixed term, made through the payment link our team sends you. Nothing renews automatically and your card isn't charged again: when your plan ends, your access stops, and you decide whether to order again. Prices are on our prices and plans page.

How to avoid a problem in the first place

  • Check your device first: before you order, message the team on WhatsApp with your device and app, and it checks that everything will work. The 1-month plan is the short way to try the service (see how to try KenoaTV).
  • Check your connection: we recommend at least 30 Mbps, ideally over Ethernet or 5 GHz Wi-Fi.
  • Follow the setup steps: our installation guide covers each device.
  • Ask support first: if something doesn't work after you order, message the team in the same chat so we can help with the app, the login or the connection.

Your legal rights

This policy doesn't affect any consumer rights you have under the law where you live.

Contact

For any question about payments, refunds or your order, use our contact page to reach the team on WhatsApp.