Refund Policy
5G Live TV keeps refund requests clear and support-focused. This page explains refund eligibility, cancellation rules, processing times, and how to contact support for purchases related to 5G Live TV, Zain TV, 5G Next, 5G Play, 5G Live app, and Zap TV+.
Contents
1. Refund Review Policy
At 5G Live TV, we want every customer to receive working access, clear setup guidance, and fast support. If you experience an issue with activation, app setup, or service access, our support team will first try to help resolve the problem. If the issue cannot be resolved and your request meets the eligibility criteria below, refund support may be reviewed.
We aim to handle refund requests fairly. Please contact support with your order details, selected plan, app/device information, and a clear explanation of the issue so our team can review your case properly.
2. Eligibility Criteria
Refund support may be reviewed when the following conditions apply:
3. Non-Refundable Situations
Refunds may not be issued in the following situations:
- Requests submitted after significant usage of the service.
- Subscription renewals, extensions, upgrades, or manual renewal payments.
- Issues caused by weak internet, blocked ISP routes, VPN/device settings, unsupported apps, or incompatible devices.
- Failure to follow setup instructions provided by support.
- Reseller credits, reseller panel purchases, bulk accounts, or wholesale service orders.
- Partial refunds for unused days after a subscription has been activated and used.
- Chargeback threats, abusive behavior, or repeated misuse of support/refund process.
4. How to Request Refund Support
To request refund support, follow these steps:
Email support@5glive.app or message WhatsApp at +44 7532 814802.
Include your full name, purchase email, WhatsApp number, selected plan, payment proof, and order number if available.
Share the app/device you are using, screenshots if available, and the exact issue you are facing with 5G Live TV, Zain TV, 5G Next, 5G Play, 5G Live app, or Zap TV+.
Our team will review the request, attempt troubleshooting, and then confirm whether refund support is eligible under this policy.
5. Refund Processing Time
Once a refund request is reviewed and approved, processing time may vary by payment method:
3-5 business days for support review and approval where eligible.
5-10 business days for the refund to appear through some card, bank, or wallet providers after it is issued.
Payment provider delays may be outside our control.
6. Subscription Cancellation
You can request cancellation or stop future renewal support by contacting our team. Please note:
- Cancellation stops future renewal handling but does not automatically issue a refund.
- A refund request must be reviewed separately under this policy.
- Your service may remain active until the end of your paid period unless support confirms otherwise.
- Renewals and already-used subscription time may be non-refundable.
7. Payment Disputes
Please contact us directly before filing any payment dispute or chargeback. Our support team is available to review activation issues, app setup problems, payment confirmation, and service access concerns.
- Unauthorized chargebacks may result in account suspension or service termination.
- Disputed accounts may be blocked from future purchases or support access.
- We may provide payment, delivery, activation, and support records to payment providers where required.
Contact support first. Most service, app, or device issues can be fixed quickly with the correct setup help.
8. Contact Information
For refund-related questions or to submit a refund support request, contact us:
Need Refund Support?
Contact our support team with your order details, payment proof, selected plan, app/device information, and the issue you are facing. We will review your request under this policy.
Request Refund via Email Request via WhatsAppFrequently Asked Questions
Common questions about our refund review process and support policy.
Refund support requests are usually reviewed within 3-5 business days after we receive complete order details, payment proof, and issue information.
Refund eligibility may be limited after activation and usage. Requests are reviewed based on the issue, order status, support history, and whether the service problem could be resolved.
Renewals, extensions, upgrades, and already-used service time are generally non-refundable. Contact support before renewing if you have any issue with your current service.
If you purchased through a reseller, contact that reseller directly. 5glive.app refund support applies mainly to direct purchases made through official support or website channels.
Approved refunds are usually returned through the original payment method where possible. The exact timing depends on the payment provider, bank, wallet, or processor.
Please provide your purchase email, WhatsApp number, selected plan, payment proof, order ID if available, device/app details, and a clear explanation of the issue.
Still have questions about refunds?
Our support team is available to review refund questions, setup issues, and service concerns.