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30-Day Service Guarantee and Refund Policy

Effective 7 September 2026. Operator: Utgard LLC, Arch. Makariou III, 155, Office 301, 3027 Limassol, Cyprus, reg. no. HE 439217. Applies to the service at tv.utgard.tv (the “Service”).

1. The guarantee. We are responsible for the Service working on our side. If within 30 calendar days of your first payment the Service does not work on your device through our fault, and support has not been able to fix the cause within 3 business days of your request, we refund your first order.

2. What counts as a problem on our side.

  • Access to the package did not open after payment.
  • Channels from the paid package do not start or drop regularly on a connection that meets the requirements (at least 5 Mbps for HD and 25 Mbps for 4K, verified with a speed test and by opening the channel in VLC or another recommended player following our guide).
  • A declared package feature (for example, the TV guide) does not work for all users, not only for you.

Verification is done together with support: we ask you to open the same channel in VLC on a computer or in another player from our guides and attach a speed-test result; on our side we check the channel on the server. If the channel works for us and in the reference player, the cause is on the side of the device, player or network, which is not a guarantee case, although we will still try to help with setup.

3. What the guarantee does not cover.

  • Internet speed or stability below the requirements, mobile-operator or Wi-Fi limitations.
  • A device or player that cannot be configured by our guide, or refusal to follow support instructions.
  • Blocking by your ISP or country that cannot be bypassed by changing the server in your account.
  • Expectations about channel line-ups: each package’s channel list is open before payment and may change.
  • Repeat purchases and renewals after the first order, top-up bonuses, promotional credits and gift days, payment-processor fees and cryptocurrency network fees.
  • Accounts that breached the Terms of Service: sharing access, resale, simultaneous viewing above the screen limit, multiple accounts per person, circumventing trial limits.
  • Purchases on dealer and partner accounts or through third-party resellers.

4. How to make a claim. Write to the support Telegram bot @utgard_tv_bot (the button in your account opens it with your login already attached) or e-mail support@utgard.tv with your login, device, player and a description of the error. We reply within 1 business day and run the diagnostics together with you. The 3 business days for a fix are counted from the moment we receive enough data to verify the issue.

5. Amount and method. We refund the amount of the first order and the unspent remainder of the top-up it was paid from. The refund goes back by the same method within 5 business days of confirmation; card credits depend on the bank and may take up to 10 business days. Cryptocurrency is refunded in the same coin and network to the sender’s address in the amount equivalent to the payment, minus the network fee. The guarantee is available once per customer: one person, household and payment instrument.

6. After the refund. Packages on the account are switched off. The trial and the guarantee are not offered again on this or related accounts.

7. Payment disputes. Contact us before disputing a charge with your bank: a refund under this policy is faster and does not block the account. A chargeback filed without contacting us suspends access until the dispute is resolved.

8. Downtime compensation. If the Service was unavailable through our fault for more than 24 consecutive hours, on request we extend active packages by twice the downtime. This applies to any order and is not limited to 30 days.

9. EU right of withdrawal. EU consumers have the right to withdraw from the contract within 14 days. By activating access you agree that the service starts immediately and acknowledge that the right of withdrawal is lost once performance has fully begun (Art. 16(m) of Directive 2011/83/EU). This guarantee is wider than that right and applies in addition to it. The policy does not limit the rights granted to you by the law of your country of residence.