How we handle refund requests
If something goes wrong, support will first try to put it right. If the problem cannot be fixed and the fault is on our side, we will refund the affected order. Please contact us within seven days of placing the order.
When you can receive a refund
A full or corrective refund is available in the following cases:
- Your payment was confirmed, but login details were never delivered.
- A fault on the TREX IPTV side prevents the service from playing on a supported device, and support cannot resolve it.
- The same order was charged twice, or you were charged for a different plan from the one selected. The duplicated or incorrect amount will be returned.
When a refund is not available
Some issues fall outside this policy:
- You changed your mind after the supplied line had already been used.
- The problem is caused by your internet connection, Wi-Fi, provider, device, VPN or a third-party player application.
- A particular channel is unavailable and you did not confirm that channel with support before ordering.
- The login was shared, resold or published. This also results in the line being closed.
- You stopped using the service partway through the purchased period. Unused months are not refunded in part.
How to request a refund
Contact support no later than the seventh day after your order. To help us locate the correct transaction, please follow these steps:
- Use the same email address that you entered during checkout.
- Include your order or payment reference, payment date and amount.
- Explain what went wrong and tell us which device and player app you used.
Support may ask you to try a practical fix first, such as refreshing the player or checking its connection settings. Most requests are decided within two working days.
How the money is returned
When a refund is approved, it is sent back through the original payment method whenever that method supports returns. Banks and payment providers commonly need five to ten working days to show the credit. Currency conversion or network fees can cause the received total to differ slightly from the original payment.
Chargebacks
Please speak to support before disputing a payment with your bank or payment provider. This gives us the opportunity to trace the order and solve the issue. If a chargeback is opened, the related login may be suspended or closed while the payment is reviewed.
Need help with an order?
Use our secure support form and keep your order reference nearby. The reply will be sent to the private email address entered with your request.