Refund Policy

1Overview

At GenauTV, customer satisfaction matters to us. This Refund Policy explains when and how you can get your money back for a GenauTV subscription. By purchasing a subscription, you agree to the terms below together with our Terms & Conditions.

Nothing in this policy limits any mandatory consumer rights you have under the laws of your country (e.g. Germany, Austria or Switzerland).

2Try Before You Buy

We offer a free test version so you can check the picture quality, channel list and compatibility with your device before paying anything. We strongly recommend using the free trial first.

3Your Right of Withdrawal (EU Customers)

If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days without giving any reason.

Because GenauTV is a digital service that is activated immediately, at checkout you are asked to expressly agree that we start the service before the withdrawal period ends. If you give this consent:

• If you withdraw within 14 days, you receive a refund minus a proportional amount for the days the service was already provided.
• If the service has been fully provided, the right of withdrawal ends.

To withdraw, send us a clear statement (for example by email) that you wish to cancel your contract. You can use the wording: “I hereby withdraw from my contract for the GenauTV subscription ordered on [date], order no. [number].”

4When You Are Entitled to a Refund

In addition to your legal rights, we offer a full or partial refund in the following cases:

• Technical problems on our side that our support team cannot fix within 72 hours after you report them.
• Your subscription was never activated or you did not receive your access details within 48 hours of payment.
• You were charged twice or charged the wrong amount by mistake.
• A request made within 7 days of purchase where the service has been substantially unusable.

5When Refunds Are Not Available

Outside of your statutory rights, refunds are generally not granted in these cases:

• Change of mind after the service has been activated and used normally.
• Problems caused by your own internet connection, router, VPN or an unsupported device.
• Individual channels, events or content temporarily unavailable, where the rest of the service works.
• Accounts suspended for breaking our Terms & Conditions (e.g. sharing login details).
• Requests made after the subscription period has ended.

6How to Request a Refund

• Send an email to bezahlt@genautv.site or message us on WhatsApp.
• Include your order number, the email address used for the purchase and the payment date.
• Briefly describe the reason (screenshots of any error help us a lot).
• We reply within 24–48 hours and let you know the result.

7Processing Time

Approved refunds are issued within 14 days of approval, back to the original payment method (Mastercard, Visa, American Express, Discover, JCB, Diners Club, etc.). Depending on your bank or card issuer, it may take a further 5–10 business days for the money to appear on your statement.

We do not charge any fees for processing a refund.

8Cancellation & Automatic Renewal

You can cancel your subscription at any time by contacting us. After cancellation, your access stays active until the end of the period you already paid for, and you will not be charged again.

If you were charged for a renewal you did not want, contact us within 7 days of the renewal and, provided the new period has not been used, we will refund it in full.

9Chargebacks

Please contact us first before opening a dispute with your bank or card provider — we can usually solve the problem much faster. If a chargeback is opened, the related account may be paused while the case is reviewed. This does not affect your legal rights.

10Changes to This Policy

We may update this Refund Policy from time to time. The latest version is always published on this page with the date shown at the top. Changes do not apply to purchases made before the update.

11Contact Us

Questions about a payment or refund? Our team is happy to help.