Refund & Cancellation Policy

Last updated: October 19, 2026

We want you to be happy with PrimeTV. Here is exactly when you can get your money back, and how.

1. What you are buying

Every PrimeTV plan is a one-time purchase of a software licence for 1, 3, 6 or 12 months, on 1 to 4 devices. Nothing renews automatically, and we will never charge you again unless you choose to buy a new plan.

PrimeTV is a media player. It does not include any channels, films or series. You add your own media sources.

2. 48-hour refund

Not happy for any reason? Ask for a full refund within 48 hours of your purchase and you’ll get it. No questions asked.

The 48 hours start when your payment is confirmed.

3. After 48 hours

After the first 48 hours, we still refund you in full if:

• You never received your activation code, and we could not fix this after you contacted us.
• PrimeTV does not work at all on a supported device, and our support team cannot fix it.
• You were charged twice or charged the wrong amount.

4. What is not covered

After the 48-hour window, we do not refund for problems outside the PrimeTV app itself, such as:

• playlists, links or media sources you added that stop working or change;
• a slow or unstable internet connection;
• devices that are not on our list of supported devices;
• a change of mind.

5. How to request a refund

Email support@primetv.ca with your order number and the email address you used at checkout, and tell us briefly what happened. We aim to reply within 48 hours.

6. How you get your money back

Approved refunds go back to your original payment method within 15 days. Your bank may take a few extra business days to show it. Once a refund is issued, the licence is deactivated.

If something goes wrong with a payment, please contact us before opening a dispute with your bank. We can usually fix it faster.

7. Your legal rights

This policy adds to your rights under consumer protection law, including Quebec’s Consumer Protection Act. It does not take any of them away.