Refund Policy
When a refund applies, how to ask for one, and what happens next.
Nobody should pay for something that does not work on their screen. That is why we offer a free trial before you buy. This page explains what happens if you have a problem after ordering, and when a refund applies.
Start with the free trial
The best protection is to test first. The free trial lets you check your channels, the TV guide, catch-up and the picture on your own device and connection, at no cost and with no payment details. We strongly recommend testing at the times you usually watch before ordering.
At a glance
| Your situation | What happens |
|---|---|
| The service does not work on a compatible device with a suitable connection, and we cannot fix it together | Refund for the unused part of your plan |
| We stop providing the service for a reason that is not your fault | Refund for the unused part of your plan |
| One particular channel or programme is no longer available | No refund; channel availability may vary |
| Your access was suspended for breaking the terms of service, for example by sharing your login | No refund |
| You simply change your mind part-way through a plan | No refund, unless the consumer law of your country gives you a right to one |
Step 1: let us try to fix it
Message us on WhatsApp at +44 7576 966392 (opens WhatsApp in a new tab) and describe the problem. Support is free and available 24/7. Most issues have a quick fix: a TV guide that will not load, a picture that pauses on Wi-Fi, or a player app setting. As a guide, we suggest a steady 10 Mbps for Full HD and 25 Mbps for 4K.
Step 2: ask for a refund
If we cannot get it working, send us a WhatsApp message from the number you ordered with, including:
- The plan you bought.
- The date you ordered.
- What went wrong and what we tried together.
We will confirm in the chat whether your request qualifies and what happens next.
How the money comes back
Approved refunds are paid back through the original payment method wherever possible. How long it takes to reach you depends on your bank or payment provider; we confirm in the chat once the refund has been sent. Access to the service ends when the refund is made.
Your legal rights
This policy is in addition to, and does not limit, any rights you have under the consumer laws of the country where you live, including in the UK, the EU, the United States, Canada and Australia.
See also: terms of service · privacy policy · pricing · Trex IPTV home