Neo 4K refund policy
Last updated 31 August 2026
Try the line before you ask for the money back
A Neo 4K line is a username, a password and a server address, and most of what gets reported as a dead subscription turns out to be one of those three typed wrongly, or a player pointed at an M3U link when the account was issued as a MAG portal. Send us the order number and say which of the three delivery methods you are using, and we will check the line on the panel from our side. If it is genuinely not working we will tell you that plainly instead of walking you round the houses. Changing the server host resolves the common case where the channel list loads but nothing opens.
When we refund
A full refund follows when three things hold together: the subscription will not work however it is set up, the fault traces back to the Neo panel or to the streaming host rather than to the network inside your own walls, and we were given a reasonable chance to look at the line before the request. Timing counts too, and it counts more here than on a service billed monthly: the shortest term Neo 4K sells is a quarter, so a request made in the opening weeks of one reads very differently from a request made near its end, when most of what was paid for has been delivered.
What falls outside it
Four situations are outside this policy, and all four follow from how Neo 4K is sold rather than from small print.
- The pack was the wrong one. USA, Europe and Arabic are chosen by you at checkout, and the adult flag with them. A line that carries exactly the pack you selected is working as sold. Tell us before you pay if you are unsure which one holds the channels you watch - after the line is issued we can often move you, but that is a change rather than a refund.
- The line works and the room does not. Where the credentials authenticate and play on one device but not another, the fault is between your router and the screen. We will help you find it, and we will say plainly when we think we have.
- The credentials were passed on. Connection slots are counted at the server. An account being used beyond the slots it was sold with, resold, or shared outside the household is in breach of the terms, and a breach is not a fault.
- Most of the term is gone. Neo 4K terms run three, six, twelve or twenty-four months and are paid once at the start. A request that arrives most of the way through one is a request to unwind something already delivered.
How to request one
Two routes, both of which reach the same people: WhatsApp on +1 581 781 1218, or email support@4kzone.site. Either way, lead with the order number and the pack you bought, because those two facts are what let somebody open your line on the panel without a second exchange. Approved refunds go back to the card or account the payment came from - we cannot send one anywhere else, and how long your bank takes to show it is between you and them.
Chargebacks
Come to us before you go to your bank. A chargeback raised without a word to us first suspends the line while the dispute runs, which means you lose the service and still wait weeks for a decision somebody else makes. Asking us directly is both faster and reversible.