This Refund Policy explains when and how you can get a refund for a PlayBox device activation or reseller credit. It works alongside our Terms of Use.
Where you bought it matters. If you purchased through an app store (Google Play, Samsung or LG), that store handles the payment, and refunds follow the store's own policy. If you bought an activation directly from us, the terms on this page apply.
01Digital products
PlayBox activations and reseller credits are digital goods delivered electronically. Because they are made available to you immediately on activation, they are treated differently from physical products. This policy sets out the specific cases where a refund is available.
02Purchases made through an app store
If you bought or subscribed inside the app through a store, the store processes your payment and controls refunds:
- Google Play — request a refund through your Google Play account or Google's Play refund process, subject to Google's policy and timeframes.
- Samsung — request a refund through the Samsung store where you made the purchase, subject to Samsung's policy.
- LG — request a refund through the LG Content Store, subject to LG's policy.
These stores set their own eligibility windows. We are happy to help you with the app itself, but we cannot issue refunds for a purchase that a store processed on your behalf.
03Activations bought directly from us
For activations you purchase directly, you may request a refund in these cases:
- Not yet activated — if your device has not been activated and you have not started using the service, you can request a full refund.
- Within the 72-hour revoke window — an activation can be revoked within 72 hours and the credit recovered, in line with our Terms.
- Unresolved technical fault — if the app cannot be made to work on your supported device due to a fault on our side, and we cannot resolve it in a reasonable time, you are entitled to a refund.
When a refund is not available
- After the activation has been used beyond the revoke window and is working as described.
- Where the issue is caused by a third-party playlist or source you added, since we do not provide that content.
- Where the issue is caused by your own hardware, network, or content that you are not entitled to access.
- Where a refund is requested in breach of, or as a result of a breach of, our Terms of Use.
04How to request a refund
Email [email protected] with:
- The email address used for your order or account.
- Your device MAC address and Device Key.
- A short description of the reason for your request.
We may ask for a little more detail so we can first try to fix the issue, since most problems can be resolved quickly.
05Processing time
We review eligible requests promptly and aim to confirm the outcome within a few business days. Where a refund is approved for a direct purchase, it is returned using the original payment method where possible. The time for the funds to reach you depends on your payment provider.
06Chargebacks
Please contact us before opening a payment dispute or chargeback. We would much rather resolve the matter with you directly and quickly. Activations linked to a chargeback may be suspended while the dispute is reviewed.
07Your statutory rights
Nothing in this policy limits any refund or cancellation right you have under the consumer-protection law that applies to you. Where local law gives you stronger rights, those rights apply.
08Contact us
Need a hand with a refund?
Email us with your order details and we'll take care of it.