Refund Policy

CracklePop TV offers Refunds ONLY under these conditions:

Conditions:

• Start with the Trial. We recommend entering into the 24-hour trial first. There is No Refund for the low-cost 24-hour trial whether or not you use the trial to connect to and test the service. However, there can be an exception to this rule.  The trial starts when the customer registers, and payment is accepted. We will provide a refund if an issue occurred on our end that prevented the customer from connecting and using the service. Only one trial per customer is allowed. If you are caught paying for multiple trials, we will cancel the additional trial and service. There won’t be a refund. We will contact you to pay the subscription fee if you want the service again. You can also get yourself banned when trying to game our system.     
• 7-Day Money-Back Guarantee. The 7 day refund period starts when the customer completes his/her registration and payment is accepted. The 7-day refund period also applies when the customer renews his/her subscription.
• Reseller Credit Expenses: To be clear, CracklePop TV must pay the non-refundable cost for credits upfront each time a customer purchases a new subscription or subscription renewal. The cost is around $8.00 per credit whereas the total cost of credits per subscription package varies according to the number of months and devices the customer chooses. The credit cost can be as little as $8.00 or under $100, over $100.00, or $100s per subscription package cost, based on the number of months (up to 12 months) and devices (up to 5) the customer chooses and pays. The credit cost will never be higher than the cost of the new subscription or subscription renewal. Whatever the credit cost, the customer will receive a partial refund if the request was made within the 7 day refund period.
• Refund Requests. The ‘7-Day Money-Back Guarantee’ and ‘Credit Expenses’ above applies to any new subscription payment or subscription renewal by the customer. The credit cost that we must pay will be deducted making it a Partial Refund and not a full refund. Only in rare cases can this be waived. You can open a support ticket, or use the chat box to request a refund within the 7-day money-back guarantee. Or, log into the Client (Customer) Area to request a refund yourself, immediately, if within the 7-day money-back guarantee. Before you cancel and request a refund, did you get our system emails including login details? If this is the reason for a refund, check your Spam or Junk mail folder. If you find any of our emails there, drag and drop them into your regular email inbox. Then contact us via the chat box. Wait until the chat agent connects with you to help get the issue resolved. 
• Technical Issue. Should an issue occur at our end that couldn’t be resolved in 72 hours (3 days), we will make some arrangement with the customer. Refund requests can be returned partially according to the used period of the subscription. This applies if there is an issue from our end that we could not fix in 72 hours (3 days). Our support team will contact customers in all refund cases.
• Not Liable. We CANNOT be held responsible for: Any faulty steaming device; Device-app incompatibility; App/device upgrades; Inadequate Internet connection; Changes made by the customer; Your email provider blocking all our emails we send you; Any other issue that didn’t occur on our side. We support the streaming content delivered where sometimes certain things are out of our control, such as the source of the content. The TV Players that we support are 3rd-party apps whereas we are not the developer and cannot be held responsible if there’s an issue with the app. The CracklePop TV Smarters app is the rebranded IPTV Smarters Pro app. Only the skin (design layout) has changed with our brand name on it. We Do Not own the app and are not responsible for any app failures. Therefore, no refund will be granted after the 7 day refund period for all the reasons above. For technical issues, you must contact support by opening a new ticket from the Client Area.
• Paid but Never Used the Service. If for some reason you never used the trial service after paying the low-cost, contact us. You may receive a refund after we check. If there was no technical issue on our end, you may be eligible. If you paid the 1-month subscription and never used the service for the entire month, no refund. A refund will be given only if within the 7-day money back-guarantee. The same applies to the any 3, 6, or 12-month subscription purchase–a refund can be granted if within the 7-day money-back guarantee only.
• Change of Mind. After buying the subscription and you used the service for a short while but changed your mind, or found another service, or for any other reason that was not the result of an technical issue on our end, no refund after the 7-day money-back guarantee.
• Automatic Billing. Some customers forget they have automatic billing and tell us they never knew. When registering for any subscription package, automatic billing will be applied by default. The customer has the option to choose Manual Billing (one-time) payment during registration. Otherwise, the customer will be charged automatically each time the billing ends. It’s the customer responsibility to read all CracklePop TV emails carefully when sent. The customer cannot change or upgrade/downgrade the subscription. Must contact support for the change to be made.
• Manual (one-time) Payment. Do not pay or upgrade/downgrade the subscription before the next due date. The customer must let his/her service end first. Do Not pay early. There will be no refund for the remaining days. If the customer’s last payment is beyond the 7-day money-back guarantee (starts on the last payment date), there is no refund. If eligible for a refund, it will be a partial refund. Refer to the ‘Reseller Credit Expenses’ above.
• Chargebacks.  Filing a chargeback dispute with your bank is not necessary. We have a very good response time answering customers messages. If you have an issue with a payment, we ask that you contact us first, immediately, by opening a support ticket. Sometimes the chat box agent is busy helping others and can’t respond right then and there. Open a support ticket to let us know what’s wrong. When there’s a duplicate payment in the same month, generally it’s caused by the customer. For instance, we have a Manual (one-time) Payment option and Automatic Billing setup by default if Manual Payment is not selected during registration. Some customers forget they have Automatic Billing setup. They are automatically charged but they also make a Manual Payment causing a duplicate payment in the same month. We ask that you don’t make any Manual Payment via the Payment Reminder email or return to the CracklePop TV website to register for the subscription package again when Automatic Billing is setup.  Filing a Chargeback Dispute will lead to your subscription service and account getting terminated immediately and refunded. The customer will not be allowed to purchase our service again and must find another service.
• Changing Username/Password. The customer must not change his/her TV player app Username or Password. Contact support first.
• Non-Use of the Service for a Month. From time to time, we see a customer who hasn’t used the service for nearly a month or over 30 days. Sometimes we will notice this and notify the customer of the non-use of the service. If the customer can’t be reached or doesn’t reply to our support ticket emails and backup emails, there will be no refund. We may make the decision to cancel the service on our end.
• Late Fee. A $1.60 late fee will be automatically applied after several days of non-payment when the subscription ends. The subscription could be suspended but can be unsuspended once the payment has been made.     

• The refund will be credited back to the payment method used within 5-10 business days, or sooner, depending on your bank.
• However, there are cases in which a refund takes longer to process maybe up to 90 days. We are not responsible for these time frames and delays. We are not the bank or payment provider.
• Every refund usually takes 20 to 90 working days to take place and it’s not in our hands to reduce this period. Our payment processors will take care of refund requests. We will try our best to refund any users immediately after seeing the request and checking user information.

If some channels are freezing, buffering, or not working sometimes:

Though almost all of our Servers are stable, sometimes some channels do freeze or don’t work due to various reasons but it’s not permanent. Our expert engineers are always working to fix them.

Most of the time, these issues are temporary and caused by reasons below:

• Customer internet fluctuations.
• Issue with the box/apps/customer setup in general.
• Your ISP has an issue.
• The channel is down from the server end.
• The customer changed his/her mind and wanted to withdraw/switch between subscriptions/servers.
• Server update/restart from our end (weekly performance necessary).

In case the user/customer can’t watch their IPTV subscription plan for 72 hours+ because of server issue or any other problems caused by us or our end, we will completely refund the package price or add all lost time on top of your subscription for free + some bonus we can negotiate together. If the issue was determined to be on the customer’s end regarding a poor streaming performance, the customer can also search YouTube.com video tutorials to help resolve the issue on his/her end.

Contact us: If you have any questions about ‘Refunds Policy’.