Policy Centre  •  Refund Policy

Transparent Decisions. Fair Review.

A Clearer Path to a Fair Outcome

Understand when a refund may apply, how used and unused credits are treated, what evidence helps and how quickly an approved payment is processed.

Effective 16 September 2026
Refund Review Route From Request to Resolution
  1. 01
    Submit the request Send the order reference, issue and requested outcome.
  2. 02
    Evidence is reviewed We check payment, credit, platform and support records.
  3. 03
    A clear decision Approved, partly approved, corrected or declined with reasons.
  4. 04
    Payment is returned Approved refunds are normally issued within 14 days.
Important: used credits are normally non-refundable, while duplicate payments, failed delivery and incorrect allocations receive a proper review.

Potentially eligible

Duplicate payment, failed supply, incorrect allocation or unresolved material fault.

Fair review process

Complete requests are normally acknowledged within two business days.

Normally excluded

Used credits, buyer error, change of mind and matters outside platform control.

Explore the Policy

Find the Answer You Need

Use this index to move directly to eligibility, exclusions, processing times, chargebacks or the request procedure.

Clear expectations before and after purchase

This policy separates genuine delivery or billing problems from correctly supplied digital credits, while preserving any legal rights that cannot be excluded.

Refund Policy Overview

Refund Policy rules at British IPTV Reseller Panel are designed to make refund decisions clear,
consistent and fair. This policy explains when a refund may be available for reseller credits, dashboard access
and related digital services, when a purchase is normally non-refundable, what information we need from you and
how long an approved payment may take to return.

British Reseller Panel primarily supplies business technology to resellers. Our services may include account
administration, credit allocation, customer management tools, renewal functions, reporting and support. We do
not promise a refund merely because a buyer changes their mind after digital access or credits have been
supplied, but we will review genuine delivery, billing and material service problems fairly. Nothing in this
Refund Policy removes a statutory right that cannot legally be excluded.

Quick summary: Contact us promptly if you believe you were charged twice, received the wrong credit amount, did not receive a confirmed purchase or experienced a material platform fault that we could not resolve. Used credits and correctly delivered digital services are normally non-refundable, subject to mandatory law.

1. Scope of This Refund Policy

This Refund Policy applies to purchases made directly from British Reseller Panel through an approved website, quotation, invoice or payment route. It covers prepaid reseller credits, panel or dashboard access, agreed digital setup and other services that expressly refer to this policy.

If a written order confirmation or service schedule contains a specific refund term, that term will apply to the relevant purchase. Purchases made through an independent third party may also be subject to that party’s procedure. You should contact the seller shown on your receipt where British Reseller Panel did not take the payment.

Our Terms and Conditions govern general use of the platform. Our Privacy Policy explains how information supplied with a refund request is handled.

2. Refund Policy for Digital Delivery and Credit Activation

Credits and dashboard functions are digital business services. They may be added to an account, allocated or made available shortly after payment confirmation. A credit is treated as used when it has been applied to an activation, renewal, account function or another chargeable action shown in the panel.

Before buying, check the applicable credit rate, package description, account requirements and service mapping on our Pricing page. An activation or renewal submitted through an authorised account may be processed immediately and may not be reversible.

The instant nature of delivery does not excuse a duplicate payment, an incorrect allocation caused by us or a service that was never supplied. The eligibility rules below explain how those cases are reviewed.

3. When the Refund Policy May Approve a Request

A full or partial refund may be available where our review confirms one of the following:

  • ✓you were charged more than once for the same order
  • ✓payment was completed but the confirmed credits or digital service were not supplied
  • ✓we added a materially incorrect number of credits and cannot correct the allocation
  • ✓a material fault in our reseller management platform prevented normal use and we could not provide a reasonable fix, replacement or workable alternative
  • ✓we accepted payment for an order that we later declined or were unable to fulfil
  • ✓an unauthorised transaction is verified after appropriate security checks, or
  • ✓applicable law gives you a remedy that cannot be excluded by contract

We may first offer to correct a credit balance, restore access, repair a platform fault, replace the affected service or provide an agreed account credit where that is reasonable. Accepting an alternative remedy is your choice where the law requires a refund.

4. Refund Policy Exclusions

Except where mandatory law requires otherwise, a refund will normally not be issued for:

  • ✓credits already used for activations, renewals or other completed account actions
  • ✓correctly delivered credits that remain available but are no longer wanted
  • ✓a change of mind after immediate digital delivery has begun
  • ✓mistakes made through your account, including an incorrect customer, duration, package or renewal selection
  • ✓loss caused by sharing credentials or failing to secure your account
  • ✓incompatibility, internet failure, device settings, third party software or another matter outside our reasonable control
  • ✓temporary maintenance or an incident resolved within a reasonable period
  • ✓promotional, trial, complimentary or bonus credits that were not separately purchased
  • ✓loss of expected resale profit, customer demand or a commercial opportunity, or
  • ✓suspension or termination resulting from fraud, unlawful activity or a serious breach of our Terms and Conditions

British Reseller Panel provides management technology. Unless a written order expressly says otherwise, complaints concerning third party media, content availability or a service supplied by another provider are not refund claims against our reseller management platform.

5. Refund Policy for Unused Credits and Partial Refunds

Unused credits do not automatically create a right to a cash refund. Where a qualifying problem affects only part of a purchase, we may calculate a proportionate refund for the affected and unused portion. Any calculation will consider the price actually paid, credits already consumed, discounts applied, account value already received and any correction or replacement provided.

We will explain the basis of an approved partial refund. This Refund Policy will not apply an arbitrary cancellation penalty where mandatory consumer law requires a different outcome.

Purchased credits should not be assumed to have a cash value after delivery. They cannot be sold back, transferred or exchanged for money unless we agree in writing or the law requires it.

6. Trials, Demonstrations and Promotional Credits

Trials and demonstrations help you assess the platform before making a larger purchase. Trial access may be time limited and may not include every paid function. Complimentary credits, promotional bonuses and goodwill adjustments have no refundable cash value.

A demonstration is not a guarantee that every feature will be included in every package. The order confirmation and current package description identify what you purchased. If the paid service materially differs from that description, contact us so that we can investigate.

7. Technical Problems Under This Refund Policy

Please report a technical problem promptly through our Contact page. Include the affected account, approximate time, error message and reasonable supporting evidence. Screenshots should not expose passwords, payment card details or unnecessary customer information.

We may ask you to complete proportionate troubleshooting, such as testing another browser, confirming account permissions or checking a reported error after maintenance. You must give us a reasonable opportunity to diagnose and correct a platform problem unless a remedy must be provided immediately by law.

A request will not be rejected merely because you contacted support first. Troubleshooting is intended to resolve the issue and establish whether the problem arose from our platform, your configuration or an independent service.

8. Cancellations and Consumer Rights

Our services are intended principally for resellers and other business users. Business purchases do not automatically receive consumer cooling-off rights. If you are legally acting as a consumer, however, applicable statutory protections remain available.

For digital content supplied immediately, UK rules may allow supply to begin during the cancellation period where the consumer gives express consent and acknowledges the effect on the cancellation right. The GOV.UK guidance on online and distance selling explains these requirements.

Digital content that is faulty, not as described or unfit for its stated purpose may carry statutory remedies. These can include repair or replacement and, in appropriate circumstances, a price reduction or refund. Nothing in this Refund Policy limits rights under the Consumer Rights Act 2015 or another rule that applies to you.

9. How to Make a Refund Policy Request

Submit your request through the British Reseller Panel Contact page using the email address connected to your account. Use Refund Request as the subject where possible and provide:

  • ✓your full name or registered business name
  • ✓the account email or username
  • ✓order date, amount and payment reference
  • ✓the number of credits or service purchased
  • ✓a concise explanation of the problem
  • ✓the outcome you are requesting, and
  • ✓relevant screenshots, error references or support ticket details

Never send a complete payment card number, password, private key or account access code. We may request reasonable identity or payment verification to protect the account and prevent fraud.

10. Refund Policy Review and Decision Process

We normally acknowledge a complete request within two business days. We aim to provide a decision within five business days, although a complex technical, security or payment investigation may take longer. If more information is needed, the review period may pause until it is received.

We assess each request using the order record, credit history, platform logs, payment information, support history and evidence supplied by both sides. A decision will identify whether the request is approved, partly approved, declined or resolved through a correction or replacement.

Submitting complete information at the start helps prevent delay. A missing screenshot will not automatically defeat a genuine claim where the relevant facts can be verified through our own records.

11. Refund Policy Processing Times

Once approved, we will normally issue the refund without undue delay and within 14 days. The refund will usually be returned through the original payment method. Where that route is unavailable, an alternative may be used with your agreement and after appropriate verification.

Banks, card issuers and payment providers control when the returned amount appears in your account. Their processing time is separate from the date on which we send the refund. We will provide reasonable confirmation if you need to trace an approved payment.

The refunded currency will normally match the original transaction. Exchange rate movements, intermediary bank charges and payment provider conversion costs outside our control may affect the final amount received, except where law requires us to absorb them.

12. Payment Fees and Alternative Methods

We do not deduct an internal administration fee from a refund that you are legally entitled to receive. Original payment or network fees that were independently charged and are genuinely non-recoverable will only be treated as non-refundable where the applicable contract and law permit.

For bank transfer, wallet or digital asset payments, we may require verification of the originating account. Any alternative refund arrangement must be confirmed in writing. We will never ask you to share a password or secret recovery phrase.

13. Refund Policy, Chargebacks and Payment Disputes

Please contact us before opening a chargeback where it is safe and practical to do so. Many duplicate payments, allocation mistakes and technical questions can be resolved more quickly through direct investigation. Contacting us does not remove your right to approach your bank, payment provider, regulator or court.

When a chargeback is opened, we may temporarily restrict the disputed value while the provider reviews the evidence. We will not close an account or confiscate unrelated credits merely because a genuine dispute was raised. Fraudulent chargebacks, fabricated evidence or repeated abuse may result in proportionate account restrictions under our Terms and Conditions.

14. Your Customers and Downstream Refunds

You operate as an independent reseller. You are responsible for your own customer contracts, retail pricing, cancellation information, refunds, taxes and first-line support. A refund you choose to give your customer does not automatically create a matching refund from British Reseller Panel.

If our verified platform failure directly affected a chargeable action, submit the relevant records for review. Do not send unnecessary personal information about your customer. You must comply with applicable privacy and consumer protection rules in every market where you sell.

15. Suspended or Closed Accounts

Closing an account does not automatically convert remaining credits into cash. If we end a service without fault on your part and cannot provide the purchased value, we will assess the unused affected portion fairly. Where access is restricted for an urgent security investigation, refund review may wait until the relevant facts are established.

Credits linked to proven fraud, unlawful activity or a serious contractual breach may be withheld where permitted by law. We will not rely on this section to avoid a valid statutory remedy or an unrelated verified billing correction.

16. Complaints and Escalation

If you disagree with a refund decision, reply with Refund Review in the subject and explain which facts or records you believe were overlooked. A different or senior team member will review the available information where practicable. We aim to issue the review outcome within five business days after receiving the necessary evidence.

This internal process does not prevent you from exercising a legal right. Consumer users may also seek independent guidance from the Citizens Advice consumer service.

17. Changes to This Refund Policy

We may update this Refund Policy to reflect service, payment, operational or legal changes. The latest effective date will appear at the top. A change will not retrospectively remove a refund right that had already arisen under the terms applying to your purchase.

Material changes will be communicated through the website, panel or registered contact details where reasonably practicable. Keep a copy of the order confirmation and information supplied when you purchase.

18. Contact British Reseller Panel

British Reseller Panel is operated by Autven (Private) Limited, subject to confirmation
before publication.

Need help with a payment or credit allocation?

Send your order reference and a concise explanation so our team can review the correct records.

Start a refund request →
Prepare Your Request

Four details speed up a review

1
Account identity Registered business name, email or username.
2
Payment reference Order date, amount and transaction reference.
3
Clear issue summary Explain what happened and the outcome requested.
4
Useful evidence Add safe screenshots or ticket details where relevant.
Contact our team →
Fair, evidence-based decisions

A genuine claim is not rejected merely because support was contacted first or because one screenshot is unavailable. Available account records are considered too.