Refund Policy

When a refund or credit applies, when it does not, and exactly how to request one.

Last updated: January 1, 2026 · Applies to: https://telenorth.ca · Questions: [email protected]

At TeleNorth we want you to be satisfied with your IPTV subscription. This policy sets out when refunds are available, how to request one, and which situations fall outside it.

1. General policy — no refunds after activation

All subscription purchases are final once an account has been activated.

Because the Service provides immediate access to digital streaming content on payment, we cannot offer refunds after your credentials have been delivered and activated. This is consistent with standard practice for digital subscription services and with applicable consumer protection law in Canada.

This is precisely why we publish a low-commitment entry plan — see section 5.

2. Eligible exceptions

2.1 Extended service outage

If TeleNorth experiences a verified outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next term, reflecting the proportion of your subscription during which the Service was unavailable.

  • The outage must be confirmed on our side and attributable to TeleNorth infrastructure.
  • Outages caused by your internet provider, your device, or the IBO Player application itself are not eligible.
  • Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate charge

If you were charged more than once for the same plan because of a technical error, you are entitled to a full refund of the duplicate charge.

  • Proof of the duplicate charge, such as a bank or processor statement, may be required.
  • Duplicate-charge refunds are processed within 5–10 business days.

3. Situations that are not eligible

  • You changed your mind after purchasing.
  • You bought the wrong plan.
  • You experienced problems with your own internet connection, router or device.
  • You had compatibility issues with hardware or software we do not support.
  • Your account was suspended or terminated for breaching our terms of service.
  • You forgot about the subscription or did not use it during the paid term.
  • Channel availability or VOD libraries changed during your subscription.

4. How to request a refund

  1. Email [email protected] with the subject line Refund Request — [your account email].
  2. Include the full name on the account, the registration email, the purchase date, a description of the issue (outage details or duplicate-charge evidence) and the payment reference if you have it.
  3. Submit the request within 7 days of the qualifying event.
  4. Our team reviews the request and replies within 3 business days.

5. The low-commitment intro plan

TeleNorth does not give the Service away at no charge. What we publish instead is a genuinely low-cost entry plan: Try 1 Month for CA$10.99. It is the complete catalogue — every channel, every on-demand title, replay and EPG included — for thirty days, with no contract and no automatic renewal.

We recommend new customers start there. You can order it from the checkout page or compare it against the longer terms on our pricing page.

6. Refund processing

  • Approved refunds are returned to the original payment method.
  • Processing takes 5–10 business days after approval, depending on your bank or payment provider.
  • TeleNorth is not responsible for delays caused by financial institutions.

7. Chargebacks

Please contact us at [email protected] before initiating a chargeback. Unauthorised chargebacks may result in immediate account suspension and will be disputed. Where a chargeback is found to be fraudulent or in breach of these terms, TeleNorth reserves the right to pursue recovery through appropriate legal channels.

8. Changes to this policy

We may modify this policy at any time. Changes are posted at https://telenorth.ca/refund.html with an updated date. Continued use of the Service after changes constitutes acceptance.

9. Contact

Email: [email protected]
Website: https://telenorth.ca
Address: 204 – 1565 Carling Avenue, Ottawa, Ontario K1Z 8R1, Canada

Our support team aims to respond to all enquiries within 24 hours. You can also reach us through the contact page.