Refund Policy

At OnagiTV, subscriber satisfaction is our top priority. We want you to enjoy your streaming experience without financial risk. Our refund policy is designed to give you complete confidence when subscribing.

Before purchasing any subscription, we strongly encourage you to take advantage of our free 24-hour trial — available to all new users with no credit card required. The trial gives you full access to all channels, sports, movies, and series on your own devices and internet connection.

This Refund Policy applies to all individual subscription plans purchased directly through OnagiTV. It does not apply to reseller credit packs, which are governed by Section 8 of this policy.

All new OnagiTV subscriptions include a 7-calendar-day money-back guarantee. If you are dissatisfied with the Service for any reason within this window, you are entitled to a full refund of your subscription fee.

The 7-day period begins at the moment of purchase — not when you first log in or activate the service.

To qualify for a refund under the 7-Day Money-Back Guarantee, all of the following conditions must be met:

• Your request is submitted within 7 calendar days of the original purchase date and time.
• This is your first subscription associated with your account email address. Repeat purchases, renewals, and upgrade requests are not covered by the guarantee.
• You contact us directly via email or WhatsApp — refunds are not processed automatically.
• Your account has not been suspended or terminated for violations of our Terms of Service (e.g. credential sharing, unauthorised reselling, or fraudulent activity).

Refunds for subscriptions where you simply changed your mind or no longer need the service are granted at our discretion within the guarantee period. Where a genuine technical issue prevented you from using the Service, refunds are always approved.

Refunds will not be issued in the following circumstances:

• After the 7-day window: Refund requests submitted more than 7 calendar days after the purchase date are not eligible.
• Renewal subscriptions: Subscription renewals, re-subscriptions, and any purchases on an account that previously held an active subscription are not covered by the guarantee.
• Terms of Service violations: Accounts suspended for violating our Terms of Service — including credential sharing, unauthorised commercial use, or streaming abuse — are ineligible for refunds.
• Device or connection issues: Service quality problems caused by your own internet connection speed, router configuration, incompatible device, or outdated hardware are not grounds for a refund. We offer a free trial specifically so you can test compatibility beforehand.
• Post-trial purchases: If you used our free 24-hour trial and then subscribed, you have already validated the Service on your devices — post-trial change-of-mind refunds are handled at our discretion.
• Partial periods: We do not provide pro-rated refunds for the unused portion of any subscription period, except where covered by the 7-day guarantee.
• Reseller credit packs: Reseller credits are subject to separate terms — see Section 8.

Requesting a refund is simple and straightforward. Follow these steps:

Once a refund request is approved, processing times vary depending on your payment method. Your subscription access will be deactivated upon refund approval.

We strongly ask that you contact OnagiTV support before initiating a chargeback with your bank or payment provider. Chargebacks incur significant fees and administrative burden that ultimately affects the service for all subscribers.

We are committed to resolving every genuine dispute fairly and as quickly as possible. In most cases, our support team can resolve your issue within hours.

If you file a chargeback without first contacting us and giving us a reasonable opportunity to resolve your concern:

• Your account will be immediately and permanently suspended.
• You will be blocked from creating future OnagiTV subscriptions.
• We reserve the right to contest fraudulent chargebacks with supporting transaction evidence provided to the payment processor.

Reseller credit packs purchased through the OnagiTV Partner Programme are subject to different terms from individual subscriptions.

• After any credits are used: Credit packs where any credits have been activated or used to create subscriptions are non-refundable.
• Completely unused packs: If you have purchased a reseller credit pack and have not used any credits whatsoever, please contact us within 48 hours of purchase. Refunds for entirely unused packs are considered on a case-by-case basis at our sole discretion.
• Technical issues: If credits were consumed due to a verified technical error on our platform rather than account creation, we will restore the affected credits to your panel.

Reseller partners should thoroughly evaluate the service during the free trial period before purchasing credit packs. Our reseller team is available to answer questions before any purchase.

To request a refund or ask questions about this policy, reach our support team — we're available 24 hours a day, 7 days a week: