Refund and Returns Policy

Refund and Returns Policy

Last Updated: June 2026

At orca-pro.net/ we deliver premium IPTV server infrastructures (including Orca Pro and Atlas IPTV) engineered for maximum stability, ultra-fast zapping, and 4K crystal-clear streaming. Because we stand behind the superior quality of our network, your purchase is fully backed by our 7-Day Satisfaction Guarantee.

Please read our policy below to understand how refunds and cancellations are processed.

1. Eligibility for a Full Refund

You are entitled to a 100% refund of your subscription fee under the following conditions:

  • Within the 7-Day Window: Your refund request must be submitted within exactly 7 calendar days from the date and time of your initial purchase.

  • Unresolved Technical Issues: If you experience major, persistent technical server failures (such as complete service downtime or constant channel freezing) and our expert technical support team is unable to resolve the issue within a reasonable timeframe after being contacted.

2. Situations Not Eligible for a Refund

Refunds will not be granted in the following circumstances:

  • Requests Beyond 7 Days: Any request submitted after the 7th day following your purchase will be automatically declined.

  • Insufficient Internet Speed: If the buffering or streaming instability is caused by your local internet service provider (ISP), a weak home Wi-Fi signal, or an internet connection speed below our minimum requirement (minimum 4 Mbps for HD, 15+ Mbps recommended for 4K).

  • Terms of Service Violations (Account Ban): No refunds will be issued if your account is suspended or permanently banned by our security system for unauthorized simultaneous streaming on multiple screens or sharing your Xtream Codes / M3U playlist outside of your household.

  • Change of Mind: Refunds are not provided for personal convenience or subjective reasons (e.g., « I don’t have time to watch TV anymore ») if the server and channels are technical operational.

3. How to Request a Refund

Before requesting a refund, we highly recommend using the automated « Account Recovery » tool in your Client Area, which instantly flushes the network parameters and fixes 95% of accidental stream errors.

If the technical issue persists, please follow these steps:

  1. Open a ticket or send an email to support@orca-pro.net/, or message our VIP support directly on WhatsApp.

  2. Provide your Order Number, the email address associated with the account, and a brief description of the technical issue (along with a screenshot if possible).

  3. Our technical team will review your request in less than 10 minutes to attempt a final optimization. If a solution cannot be found, your refund will be approved immediately.

4. Processing Time and Credits

  • Once approved by our support staff, the refund is triggered instantly.

  • Your IPTV access codes and playlist line will be deactivated immediately.

  • The funds will be credited back to your original payment method (Credit Card, Secure Payment Gateway, or Bank Transfer) within 3 to 5 business days, depending on your financial institution’s processing times.

5. Returns of Physical Goods

As a digital service provider supplying instant electronic access, API credentials, and M3U playlists, there are no physical goods to return or ship back. No return shipping fees or restocking fees apply to any of our products.