Refund & Return Policy
Last updated: 27 June 2026 · Effective: 27 June 2026
This policy explains when and how you can get a refund for a payment made to Vireo, provided by Al Sadq IT Solutions LLC ("Vireo"). It applies only to payments you make to us directly through the app or the customer portal.
1. What you are paying for
Vireo is a media player. It contains no channels, streams, or content. Any payment to us is for access to the player and related account features — not for any IPTV service, which you obtain separately from a third-party provider of your own choosing. We cannot refund money you paid to a third-party provider; those refunds are a matter between you and that provider.
2. The return window
You may request a refund of a payment made to us within 14 days of that payment. This covers the common cases — a duplicate charge, a payment made in error, or the app not working for you after a genuine attempt to set it up.
3. How to request one
Sign in to the customer portal with your phone number, open Payment history, and choose Request refund next to the payment. We review each request and, if approved, refund to your original payment method. You can also email us at the address below.
4. When a refund may be declined
- The payment is older than the 14-day window.
- The account shows substantial use of the paid period.
- There is evidence of fraud, chargeback abuse, or breach of our Terms of Use.
A declined self-service request is not the end of the road — reply to us and we will look at your specific situation.
5. How refunds are paid
Approved refunds are returned to the original payment method. Depending on your bank or card issuer, it can take several business days for the money to appear. We refund in the currency you were charged.
6. Resellers and sub-resellers
Credits bought by a reseller, and credits a sub-reseller buys from their reseller, are handled separately from customer payments. Reseller credit balances are corrected by the party you bought from; contact them, or us, for a credit adjustment rather than a card refund.
7. Contact
Al Sadq IT Solutions LLC
Email: support@vireoplayer.com
Support: WhatsApp
Postal address: 403, Onyx Building, Al Khabisi Road, Deira, Dubai, United Arab Emirates