Trex IPTV refund policy

Published request window

A refund request for a personal subscription can be submitted within 30 days of the original activation date. Submission within that period does not make every request automatically eligible; the conditions and exclusions below apply.

Potentially eligible issues

A request can be reviewed when a significant service or compatibility problem prevents reasonable use and continues after the customer provides accurate details and completes appropriate troubleshooting with support.

Troubleshooting cooperation

Provide the device, player, network type, exact problem, affected examples and steps already tried. Support may ask for safe diagnostic information or reasonable player and network comparisons. Never send passwords publicly.

Common exclusions

• Change of mind after substantial use.
• A single temporarily unavailable channel, event, title or EPG entry.
• Problems caused by an unsupported app, device, ISP block, VPN, weak Wi-Fi or insufficient bandwidth when reasonable alternatives were not tested.
• Use beyond the confirmed connection count or account-rule violations.
• Failure to request within the published window.
• Third-party player purchases or app activation fees.

Reseller packages

Reseller credit packages and provisioned panel access can have stricter conditions because wholesale credits or services may be issued immediately. Confirm reseller refund terms in writing before purchase. Used, transferred or allocated credits may not be refundable.

How to submit a request

Email support@trexiptv.app or use the published WhatsApp contact. Include the account identifier, plan, activation date, payment reference, reason and troubleshooting history. Do not include full payment credentials.

Processing and payment route

Approved refunds are returned through an available appropriate payment route. Processing time depends on the payment provider, verification and destination. Support should confirm the result and any expected timeframe in writing.

Mandatory consumer rights

Nothing in this policy removes consumer rights that cannot legally be excluded in your jurisdiction.