🛡️ Refund & Return Policy

Last Updated: January 2026

At Ottkeys.com, we are dedicated to providing premium digital experiences, including high-quality OTT subscriptions, software licenses, IPTV access, and gaming credits.

Since we deal in Digital Goods that are often delivered instantly, our Refund & Return Policy is governed by strict guidelines. This ensures fairness, security, and transparency for both parties.

⚠️ Important: By placing an order on Ottkeys.com, you confirm that you have read, understood, and agreed to this policy.

1. 📜 General Policy (The Digital Nature)

Because our products are digital (e.g., Subscription Accounts, Activation Keys, IPTV Codes), they generally cannot be returned once they have been delivered, viewed, or redeemed.

Unlike physical goods, digital keys cannot be “unseen.” Therefore, all sales are considered final unless a specific technical error occurs from our side.

However, we value our customers. Under the valid conditions listed below, you may be eligible for a Full Refund or a Replacement.

2. ✅ Eligibility for Refund or Replacement

We will happily provide a replacement or refund under the following circumstances:

2.1 🚫 Product Not Working (Defective)

If the username/password, activation key, or subscription link provided is invalid or does not work upon delivery.

• Requirement: You must provide verifiable proof (Screenshot or Screen Recording) showing the error code.

2.2 📦 Wrong Product Delivered

If you ordered “Package A” but received “Package B” by mistake.

2.3 ⏳ Out of Stock

If you have completed the payment, but the product is unavailable in our stock, and we cannot deliver it within the promised timeframe.

2.4 🕒 Delivery Delay

If the product is not delivered within the maximum waiting time (usually 24–48 hours), and you decide to cancel the order before delivery.

3. 📺 IPTV Special Refund & Exchange Policy

IPTV Services rely on internet streaming technology. To ensure clarity, specific rules apply to these subscriptions.

3.1 🔄 Refund Eligibility (Server Outage)

You qualify for a refund if:

• Major Server Failure: Our main server experiences a complete blackout for more than 72 hours (3 days) and we fail to restore service.

• Calculation: Refunds will be issued on a pro-rata basis (calculated based on the remaining unused days of your subscription).

3.2 ❌ Non-Refundable IPTV Scenarios

Refunds will NOT be granted for:

• Buffering/Lag: Occasional buffering is normal in streaming and depends on your internet speed.

• ISP Issues: If your Internet Service Provider (ISP) blocks or throttles IPTV connections.

• Content Updates: If a specific channel or movie is temporarily unavailable or removed (Channel lists are dynamic).

• Setup Inability: If you are unable to set up the app on your device despite our instructions.

3.3 🛠️ Technical Support First

Before requesting a refund, you agree to allow our support team to help. We can often fix issues by suggesting a better app (e.g., IBO Player, Smarters Pro) or changing the server line.

3.4 🔀 Package Exchange Feature

If your current package is incompatible with your TV/Device, you may request a Package Exchange.

• Benefit: You can switch to a different server that works better for you.

• Note: Price adjustments may apply based on the new package.

4. 🚫 When Refunds Are NOT Applicable

We maintain a strict No-Refund Policy for the following situations:

• 😐 Change of Mind: “I don’t want it anymore” or “I found it cheaper elsewhere” are not valid reasons for a refund.

• 🤦 Wrong Order: You purchased the wrong product/region key by mistake, and it has already been delivered.

• 📶 Device/Network Issues: If your device is too old to run the app, or your internet speed is too slow (<10 Mbps) for HD streaming.

• ⚠️ Policy Violation:

  • Changing the account Email or Password without permission.

  • Sharing a single-user account with friends/family.

  • Using VPNs on servers that do not allow it.

  • Violation of these rules voids your warranty immediately.

5. ⏳ Complaint Submission Timeline

Time is of the essence for digital goods.

• Reporting Window: Any issue must be reported to our support team within 24 to 48 hours of delivery.

• Late Claims: Complaints submitted after 48 hours may be rejected, as we cannot verify the usage history of digital keys after long delays.

6. 💸 Refund Processing Time

If your refund request is approved by our team:

• Processing Period: 3 – 7 Business Days.

• Method: Funds will be returned to the same payment method used for the purchase (e.g., Bank Transfer, Mobile Wallet).

• Fees: Payment gateway charges (if any) are non-refundable unless the error originated from Ottkeys.com.

7. 🔒 Warranty Policy

• Duration: Please check the product description for the specific warranty period (e.g., 1 Month, 1 Year).

• Coverage: Warranty covers login issues and subscription validity.

• Void: Warranty is void if you tamper with account security settings.

8. 📝 How to Request a Refund?

To initiate a claim, please follow these simple steps:

1. Contact Us: Message us on WhatsApp or Email within 48 hours.

2. Provide Details: Send your Order ID and a brief description of the problem.

3. Submit Proof: Attach a clear Screenshot or Video of the error.

4. Resolution: Our team will review the evidence and offer a Fix, Exchange, or Refund.

9. 📞 Contact Information

For all support, refund, or warranty inquiries, please contact our official channels:

10. ⚖️ Policy Updates

Ottkeys.com reserves the right to modify or update this policy at any time to comply with legal or business requirements. Changes will be effective immediately upon posting.