Refund Policy - FILMTRAY IPTV Germany

Last updated: January 1, 2026

At FILMTRAY, we want you to be completely satisfied with your IPTV subscription. This Refund Policy explains the circumstances under which refunds are available, the process for requesting one, and applicable exceptions.

1. General Policy -- No Refunds After Activation

All subscription purchases are final once an account has been activated.

Because our Service provides immediate access to digital streaming content upon payment, we are unable to offer refunds after your account credentials have been delivered and activated. This policy is consistent with standard practices for digital subscription services and is compliant with applicable consumer protection laws in Germany.

We strongly encourage you to take advantage of our Try 1 Month before purchasing a paid subscription.

2. Eligible Exceptions

2.1 Extended Service Outage

If FILMTRAY experiences a verified service outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next billing period. The outage must be confirmed on our end and attributable to FILMTRAY's infrastructure.

2.2 Duplicate Charge

If you were charged more than once for the same subscription plan due to a technical error, you are entitled to a full refund of the duplicate charge(s). Processing time: 5-10 business days.

3. Non-Eligible Situations

You changed your mind after purchasing.
You purchased the wrong plan.
You experienced issues with your own internet connection or device.
Your account was suspended due to Terms of Service violation.
You forgot about your subscription or did not use the Service.
Content libraries or channel availability changed during your subscription.

4. How to Request a Refund

Email us at [email protected] with subject: "Refund Request -- [Your Account Email]"
Include: full name, registration email, date of purchase, description of the issue, payment reference.
Requests must be submitted within 7 days of the qualifying event.
Our team will review and respond within 3 business days.

5. Try 1 Month

FILMTRAY offers a Try 1 Month to allow you to evaluate the Service before committing. Order a 1-month plan via our homepage or contact us at [email protected].

6. Refund Processing

Approved refunds are returned to the original payment method within 5-10 business days. FILMTRAY is not responsible for delays caused by financial institutions.

7. Chargebacks

Please contact us before initiating a chargeback. Unauthorized chargebacks may result in account suspension.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted at https://filmtray.com/refund.html.

9. Contact

Email: [email protected]
Website: https://filmtray.com