Support

1. Subscription Terms and Auto-Renewal

NELEN operates on a subscription-based model with the following terms:

• All subscriptions automatically renew at the end of each billing cycle unless cancelled by the user before the renewal date
• You may cancel your subscription at any time through your account settings or by contacting customer support at contact@nelen.in
• Cancellation will take effect at the end of your current billing period. You will continue to have access to the service until the end of the paid period
• No charges will be made for future billing cycles once cancellation is processed
• Users will receive a confirmation email upon successful cancellation of their subscription

2. No Refund Policy

• All payments made towards any NELEN subscription are final and non-refundable
• No refunds, reversals, or chargebacks will be provided under any circumstances once a subscription is activated and payment is processed
• No partial or prorated refunds are allowed for unused days, early cancellation, or partial usage of the subscription period
• Once you cancel your subscription, you will retain access until the end of your current billing period, but no refund will be issued for the remaining time

3. Situations Where Refunds Are NOT Applicable

Refunds will not be provided in any of the following situations, including but not limited to:

• Temporary or intermittent service interruptions or technical issues
• Scheduled or unscheduled maintenance activities
• Downtime caused by internet connectivity, network issues, or ISP problems
• OTT platforms or content providers adding, removing, or modifying content
• Any OTT app, channel, or content becoming unavailable or restricted
• IPTV channel changes, additions, or removals due to broadcaster, licensing, or regulatory decisions
• User dissatisfaction with content quality, variety, or service features
• User stops using the service after purchase for personal reasons
• Device incompatibility or unsupported hardware/software configurations
• Failure to read, understand, or verify service details and compatibility before subscribing
• Changes in user's personal circumstances, relocation, or viewing preferences
• Poor internet connectivity or bandwidth limitations affecting streaming quality
• Force majeure events including natural disasters, pandemics, government actions, or other events beyond NELEN's control

4. Third-Party Content and Service Disclaimer

NELEN provides access to content and services that are owned and controlled by third-party OTT platforms, broadcasters, and service providers.

NELEN:

• Does not own, produce, or directly control third-party content, channels, or applications
• Does not guarantee the continued availability of specific OTT apps, movies, TV shows, live channels, or sporting events
• Is not responsible for content quality, availability, or streaming performance of third-party services
• Is not liable for decisions, policy changes, or content modifications made by third-party providers
• Cannot be held responsible for geo-restrictions, licensing changes, or content removals by third parties
• Is not responsible for any intellectual property violations, copyright infringements, or content-related legal disputes involving third-party providers

Any changes, disruptions, or discontinuations made by third-party content providers do not qualify for refunds or compensation under any circumstances.

5. IPTV Service Disclaimer

• IPTV services are delivered over managed or supported internet connections and require adequate bandwidth
• IPTV streaming performance and quality may vary based on network conditions, geographic location, internet speed, and device capabilities
• Channel line-ups, availability, and quality are subject to change due to technical, commercial, licensing, or regulatory reasons
• NELEN does not guarantee uninterrupted access to specific channels or programs
• Streaming quality depends on factors beyond our control, including your internet service provider and network congestion
• NELEN reserves the right to modify, suspend, or discontinue any IPTV channel or feature without prior notice

Service limitations, quality variations, or channel changes related to IPTV services do not make the subscription refundable.

6. Limited Exceptions for Technical Errors

Refunds or account credits may be considered only in the following limited scenarios involving verified technical errors:

• Payment deducted but subscription not activated: If payment has been successfully processed but the subscription remains inactive and inaccessible after 24 hours
• Duplicate charges: If you were charged multiple times for the same subscription plan due to a technical or payment gateway error
• Incorrect plan charged: If you were charged for a different subscription plan than the one you selected

Such cases must be reported within 48 hours of the transaction by emailing contact@nelen.in with the following information:

• Transaction date and time
• Payment reference number or transaction ID
• Screenshot or proof of payment
• Registered email address and phone number
• Clear description of the issue

After verification, the resolution may include:

• Immediate activation of the subscription, or
• Account credit for future use, or
• Refund to the original payment method (only if activation is technically not possible)

7. Chargebacks and Payment Disputes

• Unauthorized or false chargeback requests filed with banks or payment providers may result in immediate and permanent suspension of your NELEN user account and access to all services
• NELEN reserves the right to submit this policy, transaction records, payment logs, service activation records, usage history, and documented user consent to banks, payment gateways, or dispute resolution authorities
• Customers are strongly encouraged to contact NELEN customer support first to resolve any payment-related concerns before initiating chargebacks
• Accounts suspended due to chargebacks will not be reinstated, and no future subscriptions will be permitted
• NELEN may pursue legal action for fraudulent chargebacks or payment disputes that violate this policy

8. User Responsibility and Due Diligence

Users are solely responsible for:

• Carefully reviewing all plan details, features, pricing, and terms before making a purchase
• Ensuring their device (TV, smartphone, tablet, computer) is compatible with NELEN services
• Verifying that they have adequate and stable internet connectivity (minimum 5 Mbps recommended for HD streaming)
• Understanding that OTT content libraries and IPTV channel lineups may change over time due to licensing agreements and provider decisions
• Reading and accepting this Refund & Cancellation Policy, Terms of Service, and Privacy Policy before subscribing
• Managing their account settings, including cancellation of auto-renewal if they do not wish to continue
• Keeping their account credentials secure and not sharing access with unauthorized users
• Testing the service compatibility through any available trial period or demo before committing to a paid subscription

Lack of awareness, failure to read terms and conditions, misunderstanding of service features, or assumptions about content availability do not qualify as grounds for a refund.

9. Cancellation Process

To cancel your NELEN subscription:

Send an email to contact@nelen.in with your cancellation request, including your registered email address and phone number.

10. Free Trial and Promotional Offers

• NELEN may offer free trials or promotional subscription periods from time to time
• Free trials automatically convert to paid subscriptions unless cancelled before the trial period ends
• Users must provide valid payment information to access free trials
• Promotional offers are subject to specific terms and conditions communicated at the time of the offer
• NELEN reserves the right to limit free trial eligibility to one per user or household
• Abuse of free trial or promotional offers may result in account suspension

11. Consumer Rights and Dispute Resolution

While NELEN maintains a strict no-refund policy, we respect consumer rights under applicable Indian laws. In case of genuine disputes related to technical failures or billing errors as outlined in Section 6, customers may:

• Contact NELEN customer support at contact@nelen.in for resolution
• Escalate unresolved issues through appropriate consumer forums as per Indian consumer protection laws
• Seek mediation through recognized dispute resolution platforms

NELEN commits to responding to all customer inquiries within 48-72 business hours.

12. Data Protection and Privacy

• All payment and personal information is processed in accordance with NELEN's Privacy Policy
• NELEN uses industry-standard encryption and security measures to protect user data
• Payment information is processed through secure payment gateways and is not stored on NELEN servers
• Users have the right to request deletion of their personal data in accordance with applicable data protection laws

13. Policy Updates and Modifications

NELEN reserves the right to modify, update, or amend this Refund & Cancellation Policy at any time without prior notice to reflect changes in business practices, legal requirements, or service offerings.

• The latest version of this policy will always be available on the NELEN website at https://nelen.in/support/refund-policy
• The "Last Updated" date at the top of this document reflects when changes were last made
• Continued use of NELEN services after policy updates constitutes acceptance of the modified terms
• Users are encouraged to review this policy periodically

Significant changes to this policy may be communicated via email or in-app notifications.

14. Governing Law and Jurisdiction

• This policy is governed by the laws of India
• Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Andhra Pradesh, India
• This policy is subject to the provisions of the Information Technology Act, 2000 and Consumer Protection Act, 2019

15. Contact Information

By subscribing to NELEN, you acknowledge that you have read, understood, and agree to be bound by this Refund & Cancellation Policy.