Refund Policy

This page explains when Trex IPTV gives money back, when it does not, and how to ask. It is deliberately specific — a refund policy that says only "contact us" is no use to anyone deciding whether to buy. Placing an order means accepting what is set out here.

1. When a refund applies

Write to us inside 7 days of your access going live, and a refund is due if any of the following describes your situation:

• you paid and the subscription was never activated
• something is broken, you reported it, and support could not put it right in reasonable time
• you were charged the wrong amount, or charged twice for the same term
• what arrived is materially not what the site advertised when you bought it

Outside those four, and outside the 7 days, we will still look at it — but as a discretionary decision rather than an entitlement, and we will tell you plainly which of the two we are applying.

2. We try to fix it first

Most refund requests start as a fault, and most faults turn out to be a setting. So the first step is always support: [email protected] or the contact form. Tell us the device and what you are seeing.

A good number of these are sorted inside ten minutes. If we cannot fix yours in reasonable time and the service is genuinely unusable for you, the refund follows — asking you to try support first is not a delaying tactic, and we will not use it as one.

3. When a refund does not apply

These do not qualify, and it is fairer to say so up front than to argue it later:

• simply changing your mind once the subscription is activated and in use
• claims raised more than 7 days after access went live
• problems that trace back to your own broadband, router or an incompatible device
• part-used terms — we do not pro-rate the unused remainder
• accounts closed for breaching the terms of service, including sharing beyond your connection count
• the free trial, which costs nothing and therefore has nothing to refund

4. Making the claim

Four steps, and the second one is the one that speeds everything up:

• One: email [email protected] within the 7 days.
• Two: give the address the account is under, roughly when you bought it, and what went wrong. Vague claims take longer purely because we have to ask.
• Three: give us up to 2 working days to come back to you.
• Four: once approved, the money goes back the way it came in.

5. How long the money takes

We release approved refunds straight away, but the wait after that is your bank's, not ours. Expect 3 to 5 working days before it shows on a statement; cards at the slower end of that range are normal and not a sign anything has gone wrong.

Past 5 working days from our approval email, chase us at [email protected] and we will take it up with the processor on your behalf rather than sending you to your bank.

6. Chargebacks

Please come to us before going to your bank. A chargeback freezes the money with the processor for weeks and gets you a slower answer than simply asking would have. Accounts with a chargeback raised without any prior contact are suspended while the dispute runs — not as a penalty, but because we cannot verify who is disputing what until it resolves.

7. Revisions

This policy can change, and a change takes effect once it is published here. What it will not do is apply backwards: whatever version was live on the day you paid is the version that governs that purchase.