Skip to main content

Customer Care, Complaints Handling and Refund Policy

1. Introduction

MG Digital Media Ltd ("we", "us", "our") provides a subscription-based online platform, Perfect Match Xtra ("PMXTRA"), which offers live-streaming and video on demand content (https://www.pmxtra.tv/). This policy outlines our approach to customer care, complaint handling, and refunds.

2. Subscriptions and Billing

By subscribing to PMXTRA, you agree to pay the recurring subscription fee as specified at the time of signup. This fee grants you access to live streams and video on demand content available on the platform.

3. Customer Care

We strive to provide excellent customer care. If you have any questions, concerns, or require assistance, you can contact us through the following methods:

Email: info@mg.com.gh

4. Complaints Handling

We take complaints seriously. If you have a complaint about our service, please contact us through the methods outlined in Section 3. We will investigate your complaint promptly and endeavour to resolve it to your satisfaction.

5. Refund Policy

We are committed to providing a high-quality service. From time to time, you may contact us to request a refund for one of our paid services. We understand that there may be circumstances where a refund is appropriate. We will consider refund requests in the following situations:

  • Technical Issues: If PMXTRA is unavailable for more than 10% of your subscription period due to technical issues beyond your control, we will offer a prorated refund for the unavailable period. We will use commercially reasonable efforts to restore service as quickly as possible in the event of an outage. To request a refund due to technical issues, please contact us within 14 days of the end of your subscription period.

  • Billing Issues: If you encounter a billing issue, such as a duplicate charge or an unauthorized charge, we will investigate the issue and promptly issue a refund if necessary. Please contact us within 60 days of the billing date to report a billing issue.

Please note:

  • All other refund requests are at our sole discretion and our decision is final.
  • Subscriptions are non-refundable during the active subscription period unless one of the above exceptions applies. We recommend you carefully consider the content available on PMXTRA before subscribing.
  • Any refunds confirmed payable by us will be issued within 14 days. 
  • All refunds are at our sole discretion and our decision is final.
6. Disclaimer

MG Digital Media Ltd reserves the right to modify this policy at any time without prior notice. We will post any changes on the PMXTRA website. Your continued use of the platform following the posting of any changes constitutes your acceptance of the revised policy.

7. Governing Law

This policy and your use of PMXTRA are governed by the laws of Ghana.

8. Accessibility

The accessibility of our services is important to us. If you are having difficulty getting in touch with our customer services and require an alternative method of contact for response, then please let us know as we will always try and make an adjustment to engage with you in the most appropriate way. Please email info@mg.com.gh.

9. Personal Data

Any personal data you provide to us when you contact us via any of the methods listed above will be processed in accordance with our Privacy Policy.

Back to top