Refund & Cancellation Policy (TV Services)

This Refund & Cancellation Policy describes how refunds are handled for Ridsys TV services.

It applies only to our television-related services provided to end subscribers, such as:

• Cable TV / Digital Headend distribution
• IPTV services
• OTT TV services (live TV / catch-up / TV app access)

This policy does not apply to:

• Ridsys Digital services (Digital Growth, GrowthLab™, Commerce Engine™)
• Software licensing, integrations or custom development
• Infrastructure & IT projects, managed services or consulting engagements

For those services, commercial terms and cancellation rules are governed by your specific contract or order form.

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1. Definitions

For the purpose of this policy:

• "TV Services" means TV channel distribution, IPTV, OTT TV, or any subscription-based television package provided by Ridsys or its partners.
• "Subscription" means any recurring TV package, plan or bouquet billed monthly, quarterly, half-yearly or yearly.
• "One-time charges" means installation fees, activation charges, device costs, wiring or any non-recurring setup fees.

2. General Refund Principle

Because TV Services are delivered on a subscription basis and content is made available immediately once the service is active, refunds are generally not provided once a billing period has started, except in specific cases listed below.

Where required by applicable law, we will comply with any mandatory refund obligations.

3. When Refunds May Be Considered

Ridsys may consider a partial or full refund for TV Services in the following situations:

3.1 Technical Non-Availability

• You have an active, paid subscription but are unable to access the TV service due to a technical issue on our side for a substantial portion of the billing period, and
• The issue is confirmed by our technical team, and
• We are unable to restore service within a reasonable time.

3.2 Duplicate Charges

• You have been accidentally billed twice for the same subscription period due to a billing error.

3.3 Wrong Plan Activation (Our Error)

• A different TV package was activated than the one you requested, and you notify us within a reasonable time (e.g. 72 hours).

In such cases, we may issue:

• A pro-rated credit to your account that will be adjusted against future bills, or
• A refund to the original payment method, depending on the situation and feasibility.

All refund decisions are made at Ridsys's sole discretion, in line with this policy and local regulations.

4. Non-Refundable Items

The following are non-refundable once paid:

• One-time installation, activation and wiring charges
• Device / equipment cost (STB, routers, ONT, etc.), unless defective under warranty terms
• Government fees, taxes or regulatory levies
• Subscription amounts for the current billing cycle once service has already been used

Changing your mind, lack of usage, or dissatisfaction with specific channels/content does not by itself qualify for a refund.

5. Cancellations

You may request cancellation of your TV Service subscription at any time via:

• Our support channels
• Your local operator / authorised partner
• Any self-care portal or app (where available)

Important:

• Cancellation stops future renewals, but does not automatically create a refund for the ongoing period.
• If you cancel in the middle of a billing cycle, the subscription usually remains active until the end of that cycle, unless otherwise agreed with your operator or specified in your local service agreement.

6. Timeframe and Process for Refund Requests

To request a refund related to TV Services:

1. Contact us or your local operator as soon as possible after noticing an issue.
2. Provide:
   • Subscriber ID / Account number
   • Registered mobile number or email
   • Date and time of the issue
   • Description of the problem and any error messages
   • Payment receipt or transaction reference, if available
3. Our team will:
   • Validate the issue
   • Confirm service status and billing records
   • Communicate whether the case qualifies for a refund or account credit under this policy
4. If approved, we will process the refund or credit within a reasonable timeframe. Actual posting time may depend on your bank or payment provider.

7. Third-Party Operators and Partners

In some regions, TV Services may be delivered through local cable operators, ISPs or other partners who use the Ridsys platform.

• In such cases, certain commercial terms (including refunds) may be governed by the operator's refund policy.
• Where Ridsys is not the billing entity, you may need to contact your operator directly.
• We will cooperate with operators to help verify technical issues where needed.

8. Changes to This Refund Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes in our services, business model or legal requirements.

• When we make material changes, we will update the "Last updated" date at the top of this page.
• We encourage you to review this page periodically for the latest version.

9. Contact Us

If you have questions about this Refund & Cancellation Policy for TV Services, or would like to raise a refund-related request, please contact us at: