Refund Policy

1. 7-day functioning guarantee

NovaQuebec offers a 7-day functioning guarantee from the activation of your subscription. If during this period the service presents a major dysfunction (impossible login, missing channels, recurring freezes) that our tech team cannot resolve within a reasonable timeframe, you are fully refunded.

2. Eligibility conditions

For a refund request to be admissible:

• The request must be submitted within 7 days of account activation
• The subscriber must have contacted technical support and allowed remote diagnostic
• The issue must be attributable to NovaQuebec (not an inadequate Internet connection, incompatible device or wrong user setup)
• The subscription must not have been used abusively (mass sharing, unauthorized resale)

3. Beyond 7 days

Past the 7-day window, the subscription is no longer refundable. However, you may stop your service at any time without penalty and without commitment. The portion of subscription already used is not prorated for refund.

We recommend starting with a short subscription (1 month at $9.99) to evaluate the service, then switching to a 12-month plan to enjoy savings of up to 50%.

4. Exceptions to refund

No refund is granted in the following cases:

• Customer Internet speed below 20 Mbps (HD) or 30 Mbps (4K UHD)
• Usage on a non-IBO Player device (Roku notably)
• Active subscription beyond 7 days
• Purchase of Formuler, Aruabox or other physical devices (separate policy)
• IBO Player activation fees (paid directly to IBO Player)
• Account suspended for terms violation

5. Request procedure

To request a refund, send your request to [email protected] or via WhatsApp +1 514 447 7860, including:

1. Your full name and the email used at order
2. The activation date and subscribed plan
3. A precise description of the issue encountered
4. Screenshots or recordings if available

6. Processing time

Any admissible refund request is processed within 5 business days. The refund is made on the same payment method used at order (Interac, Visa, Mastercard or PayPal). Time to appear on your bank statement depends on your institution (generally 2 to 10 business days).

7. Quebec right of withdrawal

Under Quebec's Consumer Protection Act, digital services provided immediately with the consumer's express consent are generally not subject to the right of withdrawal. NovaQuebec's 7-day guarantee exceeds the legal minimum and provides additional protection to our subscribers.

8. Reseller program

Credits purchased under the reseller program are non-refundable once the order is validated, but they can be freely used to activate customer subscriptions for 12 months.

9. Contact

For any question about this policy: [email protected]. Our Montreal support team replies 24/7 — average under 7 minutes via WhatsApp.