Refund Policy

This Refund Policy explains how refunds work for device activations, reseller credits, and panel orders placed with 19Value through 19value.live, Bob Ox Player, or PlayBox Player. It should be read alongside our Terms & Conditions.

Your 7-Day Trial Window

Every new device activation includes a 7-day trial period starting from the moment your device is activated — not from the moment you paid or placed your order. Use this window to confirm your device, app, and internet connection all work well together with the Service before relying on it long-term.

What's Covered During the Trial

• The activation fails to work at all, and our support team is unable to resolve it within the trial window
• The Service was materially different from what was described at the time of purchase
• A genuine technical fault on our end that we cannot fix after being given a fair chance to try

To request a refund under the trial, contact us on WhatsApp within the 7-day window, describe the issue clearly, and give us the opportunity to troubleshoot first. Most issues are resolved without needing a refund at all.

What's Not Covered

• Change of mind after the trial period has ended
• Device incompatibility discovered after the trial window has closed
• Poor or unstable internet connectivity on your end
• Issues with a third-party playlist (M3U/Xtream Codes) you sourced yourself — we don't host or control playlist content
• Misuse, sharing, or reselling of your activation outside its intended terms
• Requests made after the 7-day trial period has expired

Reseller & Sub-Reseller Credits

Credits purchased by resellers and sub-resellers to activate devices for their own customers are non-refundable once used to activate a device. Unused credit balances may be eligible for a refund at our discretion, considered case-by-case — contact us directly to discuss.

How Refunds Are Issued

Approved refunds are returned in USDT (TRC-20) to the wallet address you originally paid from, since this is how payments are processed on our platform. Please ensure the wallet you paid with remains accessible in case a refund is approved. We do not refund via bank transfer, card, or any other payment method.

How to Request a Refund

Message us on WhatsApp with your device MAC address or device key, the app you're using (Bob Ox Player or PlayBox Player), and a clear description of the issue. We aim to respond and resolve most requests within 24 hours.

Contact Us

Questions about a refund or this policy? Reach out to us: