Service
Cancellation & Order Policy
How orders work, and how to stop. Last updated .
Cancelling: there is nothing to cancel
This is the short version, and it is genuinely the whole thing. We bill by Interac e-Transfer and never store a payment card. Nothing renews automatically. When the term you paid for ends, access ends — unless you choose to send another transfer.
So there is no cancellation form, no retention call, and no notice period. If you want to stop, simply do not send another payment.
Stopping early
If you want your account closed before the end of a paid term, email help@supportiptv.ca and we will disable it. Whether any money comes back depends on our refund policy — closing an account early does not by itself create a refund.
How orders are matched
When you tell us which plan you want, we reply with the e-Transfer address and an order number. Put that order number in the message field of the transfer.
That number is the only thing linking your payment to your account. Transfers arriving without one still reach us, but they sit unmatched until we can identify them, which is the single most common cause of a slow activation.
| Step | What happens | Typical time |
|---|---|---|
| 1. You choose a plan | We send the e-Transfer address and your order number | Within the hour |
| 2. You send the transfer | From your bank app, in CAD, order number in the message | 2 minutes |
| 3. Transfer clears | Interac deposits it to us | Usually minutes |
| 4. We activate | Credentials and playlist URL emailed to you | Usually within the hour |
Wrong amount, duplicate or missing payment
If you sent the wrong amount, email us before doing anything else — we will usually just adjust the term rather than send money back and forth. Duplicate payments for the same period are refunded in full; that is covered explicitly in the refund policy.
If you sent a transfer and heard nothing within a few hours, forward the Interac confirmation to help@supportiptv.ca. It is nearly always a missing order number.
Changing plan mid-term
You can move up to more devices at any time — we calculate the difference for the remaining term and send you a top-up amount. Moving down takes effect at the end of the current term rather than immediately.
If we close your account
We may suspend or terminate an account that breaches our terms of service, particularly for sharing credentials outside your household or reselling access without a reseller agreement. In that case no refund is due. If we close an account for any other reason, we refund the unused portion of the term.