Smile IPTV

Live Chat

Online Dispute Resolution (ODR)

At Smile IPTV, we are committed to ensuring that our customers have a positive experience with our services. In the unlikely event that a dispute arises, we aim to resolve it quickly and fairly. The following guidelines outline our dispute resolution process.

1. Initial Contact

If you have any concerns or issues with our services, we encourage you to contact our support team first. Our team can be reached via:

Our team will make every effort to address and resolve your concern promptly.

2. Filing a Formal Complaint

If your concern is not resolved through initial contact, you may file a formal complaint by emailing our customer service team at support@smileiptv.com. Please include:

  • Your full name and contact information
  • A clear description of the issue or complaint
  • Any supporting documents or information relevant to the complaint

Our team will acknowledge receipt of your complaint within 48 hours and will begin an internal review.

3. Escalating Your Complaint to an ODR Platform

In accordance with European Union regulations, customers residing within the EU can escalate unresolved complaints through the European Commission’s Online Dispute Resolution (ODR) platform, which provides an additional mechanism for consumer rights protection.

4. Resolution Timeline

We aim to resolve disputes as quickly as possible. Most cases will receive a response within 7–10 business days, although some cases may take longer depending on their complexity.