1. Introduction
This Refund & Customer Support Policy explains how Infinity Entertainment ("we", "our", or "us") manages customer enquiries, technical support requests, refunds, cancellations, and service-related concerns.
Infinity Entertainment is committed to providing customers with a reliable digital entertainment experience while ensuring fair treatment in accordance with applicable consumer protection laws.
2. Customer Support
Customers may contact Infinity Entertainment Support regarding:
- Account issues.
- Payment enquiries.
- Subscription questions.
- Streaming problems.
- Content availability.
- Technical difficulties.
- Refund requests.
- General feedback.
Customer Support Contact:
Email: support@infinityenm.com
3. Before Requesting Support
Customers should provide:
- Registered email address.
- Transaction reference number.
- Title of the content affected.
- Device and browser information.
- Description of the issue.
- Screenshots or error messages where applicable.
This information helps us resolve issues efficiently.
4. Technical Support
If customers experience streaming issues, Infinity Entertainment may recommend:
- Checking internet connection speed.
- Restarting the device.
- Updating the application or browser.
- Clearing browser cache.
- Checking device compatibility.
- Attempting playback on another supported device.
Infinity Entertainment is not responsible for interruptions caused by:
- Customer internet providers.
- Device faults.
- Third-party applications.
- Network outages.
5. Refund Eligibility
Infinity Entertainment will consider refund requests where:
- A technical issue prevents access to purchased content.
- A duplicate payment has occurred.
- An incorrect charge has been processed.
- The service cannot be provided as described.
6. Non-Refundable Transactions
Refunds generally will not be provided where:
- A customer changes their mind after accessing digital content.
- Playback has started for a rental title.
- The customer has watched or partially watched purchased content.
- The customer has an incompatible device or internet connection.
- The account has been suspended due to Terms & Conditions violations.
7. Subscription Cancellation
Customers may cancel subscriptions at any time through their account settings.
Cancellation:
- Stops future billing.
- Does not automatically refund previous payments.
- Allows continued access until the end of the current billing period unless otherwise stated.
8. Australian Consumer Law
Nothing in this policy limits or excludes customer rights under the Australian Consumer Law. Customers may have rights to remedies including replacement or refund where services are not provided as required by law.
9. Payment Disputes
Customers should contact Infinity Entertainment before initiating a payment dispute.
We will investigate:
- Transaction records.
- Account activity.
- Payment confirmation.
- Technical access logs.
Fraudulent chargeback activity may result in account restrictions.
10. Content Availability Issues
Film and television content may become unavailable due to:
- Licence expiry.
- Territory restrictions.
- Distributor agreements.
- Legal requirements.
Where possible, Infinity Entertainment will provide notice of significant service changes.
11. Contact Information
Infinity Entertainment On Demand, operated by Infinity Service Group Pty Ltd.
Customer Support:
Email: support@infinityenm.com
Website: www.infinityenm.com