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Refund Policy

At BorealTV we want you to be satisfied with your IPTV subscription. This Refund Policy explains the circumstances under which refunds are available, the process for requesting one, and the situations that do not qualify. It is written to be read before you order rather than after.

Last updated: January 1, 2026

1. General policy — no refunds after activation

All subscription purchases are final once an account has been activated.

Because our Service provides immediate access to digital streaming content upon payment, we are unable to offer refunds after your credentials have been delivered and activated. This is consistent with standard practice for digital subscription services and compliant with applicable consumer protection law in Canada.

We strongly encourage you to start with the CA$10.99 intro month rather than committing to a long term immediately — see Section 5 below.

2. Eligible exceptions

Refunds or credits are considered in the following verified circumstances only.

2.1 Extended service outage

If BorealTV experiences a verified service outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next term. The credit reflects the proportion of your subscription period during which the Service was unavailable.

  • The outage must be confirmed on our end and attributable to BorealTV infrastructure.
  • Outages caused by your internet service provider, your device, or the third-party IBO Player application are not eligible.
  • Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate charge

If you were charged more than once for the same subscription due to a technical error, you are entitled to a full refund of the duplicate charge.

  • Proof of duplicate charges, such as a bank or payment-processor statement, may be required.
  • Refunds for duplicate charges are processed within 5 to 10 business days.

3. Non-eligible situations

Refunds are not available in the following circumstances:

  • You changed your mind after purchasing.
  • You purchased the wrong term length.
  • You experienced problems with your own internet connection, router or device.
  • You had compatibility issues with hardware or software not supported by BorealTV.
  • Your account was suspended or terminated for violating our terms of service.
  • You forgot about your subscription or did not use the Service during the paid term.
  • Content libraries or channel availability changed during your subscription. Channel counts move as broadcasters launch and retire feeds; this is explained on our channels page.

4. How to request a refund

To submit a request for an eligible exception:

  1. Email [email protected] with the subject line Refund Request — [Your Account Email].
  2. Include: the full name on the account, the email address used to order, the date of purchase, a description of the issue (outage detail or duplicate-charge evidence), and the payment reference if you have it.
  3. Submit within 7 days of the qualifying event.
  4. Our team reviews the request and responds within 3 business days.

5. The CA$10.99 intro month

BorealTV does not offer a no-cost trial. Instead, new customers can take a full month of the complete service for CA$10.99 — the same 15,200-channel grid, the same 520,000-title on-demand library and the same 4K quality as any longer plan, with setup assistance included.

Thirty days is enough time to test the service across weeknight peaks, weekends and live sport on your own connection before committing to a longer term. Given that this exists, we apply the no-refund-after-activation rule in Section 1 strictly.

Details are on the intro month page, and all five terms are listed on the pricing page.

6. Refund processing

  • Approved refunds are returned to the original payment method used at purchase.
  • Processing time is 5 to 10 business days after approval, depending on your bank or payment provider.
  • BorealTV is not responsible for delays caused by financial institutions.

7. Chargebacks

Please contact [email protected] before initiating a chargeback with your bank or payment provider. Unauthorized chargebacks may result in immediate account suspension and will be disputed with supporting delivery records.

If a chargeback is found to be fraudulent or in violation of these terms, BorealTV reserves the right to pursue recovery through appropriate legal channels in Ontario, Canada.

8. No auto-renewal

Every BorealTV plan is a single payment for a fixed term. We do not store payment cards and we do not auto-renew. This means the most common cause of refund disputes in subscription services — an unexpected renewal charge — cannot occur here. A reminder email arrives a few days before your term expires; if you do nothing, the line simply stops.

9. Changes to this policy

We reserve the right to modify this Refund Policy at any time. Changes are posted at https://borealtv.ca/refund.html with an updated "Last updated" date. Continued use of the Service after changes constitutes acceptance of the revised policy.

10. Contact

For refund inquiries or questions about this policy:

Email: [email protected]
Website: https://borealtv.ca
Post: BorealTV, 200 Elgin Street, Suite 410, Ottawa, ON K2P 1L5, Canada

Our support team aims to respond to all inquiries within 24 hours. You can also reach us from the contact page.