Refund Policy

Overview

We want every subscriber to get a service that works well on their devices. If a technical problem on our side stops you from using TREX IPTV and our support team cannot fix it, you should not have to pay for it. This policy explains when a refund is available, what it does not cover, and how requests are handled.

When a refund is available

You can request a full refund of a first purchase when all of the following apply:

• The request is made within 7 days of the first activation of your subscription.
• The service has a technical fault on our side — for example your subscription cannot be activated, or streams consistently fail on a supported device — and the fault remains unresolved.
• You have contacted support, described the problem, and given our team a reasonable opportunity to troubleshoot it with you.

If we confirm that we cannot make the service work properly for you, we refund the full amount you paid.

What is not covered

• Change of mind after the 7-day window, or after substantial normal use of the service.
• Problems caused by your own equipment or network — for example an internet connection too slow or unstable for streaming, or a device outside our supported list.
• Restrictions imposed by your internet provider or local network that are outside our control, where the service itself is working.
• Accounts suspended or terminated for violating the Terms of Use or the Acceptable Use Policy.
• Renewal orders, except where the same unresolved technical-fault conditions above apply to the renewal period.

How to request a refund

1. Contact our support team within the 7-day window, through the Contact page, email or WhatsApp.
2. Include your order number and a short description of the problem, ideally with the device type you are using.
3. Work with our team through basic troubleshooting steps. Most issues are fixed at this stage within a short time.
4. If the problem cannot be fixed, we approve the refund and confirm it to you by email.

How refunds are processed

Approved refunds are returned through our payment partner to the payment method used for the purchase. Once a refund is issued, the time it takes to appear depends on the payment provider and is typically several business days. We confirm by email when the refund has been sent from our side.

Renewals

Because renewals are always started manually by you — we never charge automatically — a renewal is treated as a new decision to continue the service. The refund conditions above apply to a renewal only where a genuine unresolved technical fault on our side affects the renewed period.

About this policy

This policy reflects our standard practice and is intended to be fair to both sides. The service owner may adjust it (for example the length of the refund window); the version published on this page at the time of your purchase is the one that applies to that purchase.