Lunex4KTV / Policies and information
Returns and Refund Policy
Learn how to request a cancellation or refund, what details to provide, and how requests are reviewed.
Digital services · Lunex4KTV
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Returns and Refund Policy for Lunex4KTV
Learn how to request a cancellation or refund, what details to provide, and how requests are reviewed.
About this policy
This policy explains cancellations, refund requests, and digitally delivered services from Lunex4KTV. Because digital access is often activated shortly after an order, different rules may apply than for physical products. Nothing in this policy limits mandatory consumer rights.
Definitions
“Lunex4KTV,” “we,” and “us” mean the provider of the digital services offered through this website. “Customer” and “you” mean a person or organization placing an order. An “order” is a request or purchase through the website or official sales channel. A “digital service” includes digital products, subscriptions, or access. “Activation” means making the service available or supplying access details.
Digital delivery
Services are delivered digitally; no physical product is shipped for postal return. After successful payment is received and processed, details or instructions may be sent by email, WhatsApp, or another agreed digital channel. Delivery estimates may vary because of technical circumstances or necessary checks.
Canceling an order
Contact us as soon as possible if you want to cancel. If delivery or activation has not begun, we can assess whether cancellation is still possible. Different withdrawal rules may apply after you request immediate performance and delivery begins. Your statutory consumer rights remain protected.
Withdrawal rights for digital services
European consumer rules provide specific conditions for digital content and services. Depending on the service and delivery method, withdrawal rights may change or expire after performance or delivery starts if the required conditions are met. Where required, we obtain express consent for immediate delivery and explain its consequences. Mandatory consumer rights are not limited.
When a refund may be appropriate
We assess requests individually. Examples include a verified duplicate payment, inability to supply the paid service, delivery of the wrong service because of our error, a persistent technical fault on our side that prevents delivery without a reasonable solution, valid cancellation before delivery, or a legal refund requirement. A request is not automatically approved; we review the order, delivery, circumstances, and applicable rights.
When a request may be declined
Where legally permitted, a request may be declined if the service was correctly delivered and available, withdrawal rights validly expired, or the issue is solely due to your connection, incompatible device, unsupported software, incorrect settings or supplied details. Unauthorized credential sharing, fraud, customer modifications, or serious breaches may also affect eligibility. We never apply a refusal against mandatory consumer rights.
Equipment and internet issues
Performance can depend on connection stability, Wi-Fi coverage, router settings, device capacity, storage, memory, apps, software, or firmware. A problem caused solely by these external factors does not automatically create a refund entitlement. Ask about compatibility before ordering if you are unsure.
Investigating technical problems
Contact Lunex4KTV Support first when a technical problem occurs. We may request information to investigate installation, activation, settings, compatibility, basic configuration, or access. Where a reasonable fix is available, we try that first. A temporary issue does not automatically result in a refund.
Customer responsibilities
Provide accurate email and order details, check your inbox and spam folder, use compatible equipment and a stable connection, install and configure software correctly, protect credentials, and report issues promptly. Ask Support about device suitability before purchase when uncertain.
Requesting a refund
Contact us through WhatsApp. Include your name, order email, order date, service or plan, relevant order or payment reference, and a clear explanation. Technical issues may require further information. Do not send full card details or passwords.
Reviewing a request
We may check payment status, order date, delivery and activation status, whether delivery was correct, previous support, the cause of the issue, and applicable legal rights. We aim to assess valid requests carefully within a reasonable time.
Approved refunds
Where possible, an approved refund is returned through the original payment method. Another method may be agreed if that is technically unavailable. After our processing, bank, card issuer, payment method, and provider timelines determine when the amount appears. We do not fully control independent financial institutions’ processing times.
Duplicate payments
Contact us promptly if the same order was paid more than once. After verification, an extra payment may be refunded if no separate service was supplied for it. Provide enough information to identify both transactions.
Chargebacks and payment disputes
Please contact Support first so we can investigate and seek a solution. False claims, fraudulent disputes, and chargeback misuse may be investigated. This does not restrict your right to raise a legitimate dispute with a bank, payment provider, or competent authority.
Fraud and misuse
We may investigate reasonable indications of false information, unauthorized payment details, credential misuse, fraudulent refund requests, unauthorized resale or distribution of access, or other demonstrable abuse. Where permitted by law, confirmed fraud or serious misuse may lead to restricted or terminated service.
External payment providers
Payment providers may apply their own processing times, security checks, verification requirements, privacy policies, and payment conditions. We are not responsible for delays caused solely after an approved refund has been correctly passed to an external bank or provider.
Policy changes
We may update this policy when services, payment methods, technical processes, or applicable law change. The latest version is published on the website. Changes do not retroactively remove statutory rights already applicable to an existing order.
Contact
Contact Lunex4KTV through WhatsApp about orders, cancellations, or possible refunds. Include your order email and sufficient information to identify the purchase.
Final provision
Placing an order acknowledges this policy. No provision excludes or limits mandatory consumer rights.