Refund Policy

This Refund Policy explains when and how SignalView ("SignalView", "we", "us") issues refunds for purchases of our OTT streaming platform and related services (the "Service"). This policy forms part of our Terms & Conditions.

1. 14-Day Money-Back Guarantee (New Subscriptions)

New customers may request a full refund of their first subscription payment within fourteen (14) days of the initial purchase, for any reason. The guarantee applies once per customer and only to the base subscription fee — not to usage-based charges, professional services, setup fees or third-party pass-through costs.

2. Recurring Subscriptions After the First 14 Days

Subscription fees are billed in advance and are non-refundable after the 14-day window, including for partial periods, unused features, accidental renewals reported more than seven (7) days after the renewal date, or downgrades mid-cycle. You can cancel future renewals at any time from your account dashboard; cancellation stops further billing and you keep access until the end of the current paid period.

3. Usage-Based Charges

Charges based on consumption — including bandwidth/egress, storage, transcoding minutes, ad impressions and DRM licenses — reflect infrastructure already consumed on your behalf and are non-refundable. If you believe a usage charge is the result of a billing error or unauthorized activity on your account, contact us within thirty (30) days and we will investigate in good faith.

4. Setup, Onboarding & Professional Services

One-time setup fees, onboarding packages, custom app development, integrations and other professional services are non-refundable once work has commenced. If you cancel before work begins, you will receive a full refund of any amounts prepaid for that engagement.

5. Annual Plans

Annual subscriptions purchased at a discount are eligible for the 14-day money-back guarantee in Section 1. After 14 days, annual fees are non-refundable, but you may cancel auto-renewal at any time and retain access through the end of the prepaid term.

6. Pay-Per-View & Viewer Purchases

For pay-per-view tickets, rentals, single-event passes and other one-time purchases made by Viewers on a customer-branded app:

• Refunds may be issued if the event was cancelled by the operator, or if a technical fault on SignalView's side prevented the Viewer from accessing substantially all of the content.
• No refund will be issued once a Viewer has streamed more than 20% of a piece of content, except where required by law.
• The operator of the branded app (our customer) is the merchant of record for Viewer transactions and handles refund requests in the first instance. SignalView will assist where the issue is on our side.

7. Service Credits for Downtime

Where a paid plan includes an SLA and we fail to meet the committed monthly uptime, you may request a service credit as specified in the applicable SLA. Service credits are the exclusive remedy for downtime and are applied against future invoices; they are not paid out as cash refunds.

8. Chargebacks

Please contact us before initiating a chargeback so we can resolve any concerns directly. Unjustified chargebacks may result in suspension of your account until the dispute is resolved, plus recovery of fees incurred by us as a result of the chargeback.

9. How to Request a Refund

Email billing@signalview.tech from the address associated with your account and include:

• Your account ID or registered email.
• The invoice number or transaction ID.
• The reason for the refund request.

We aim to acknowledge requests within two (2) business days and to process approved refunds within ten (10) business days. Refunds are issued to the original payment method; processing times by your bank or card network may add several additional days.

10. Statutory Rights

Nothing in this policy limits any non-waivable rights you may have under applicable consumer protection law. Where local law mandates a broader refund right than this policy, that law prevails.

11. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top reflects the latest revision. Material changes will be notified through the Service or by email.

12. Contact

Questions about a charge or refund? Email billing@signalview.tech.