Refund Policy

1. Our 30-Day Money-Back Guarantee

We stand behind the quality of our service. If you experience a verifiable technical issue with your Trex IPTV subscription that our support team cannot resolve within a reasonable timeframe, you are eligible for a full refund within 30 days of your original purchase date.

This guarantee covers genuine service failures — not changes of mind, decisions to switch providers, or issues caused by the customer's own setup, internet connection, or device.

2. Try Before You Buy

We strongly recommend testing the service before committing to a paid plan. Contact our support team via WhatsApp to request a free test trial, which lets you evaluate stream quality, channel selection, and device compatibility on your own equipment.

3. When Refunds Are Available

4. Important: Why Refunds Have Limits

IPTV is a digital subscription service that begins delivering value the moment your credentials are activated. Once you've received your login details and accessed the service, content has been consumed and the subscription has been "used" — similar to how streaming platforms, software licenses, and digital content generally do not offer free returns.

This is also why we offer a free trial first: it gives you full confidence in the service before any payment changes hands.

5. How to Request a Refund

If you believe you qualify for a refund under this policy, please follow these steps:

1. Contact our support team first. Reach out via WhatsApp at +1 (618) 298-6132 or email support@iptvtrex.ca. Most issues are technical and can be fixed in minutes.
2. Allow us to troubleshoot. Our team will work with you to diagnose and resolve the issue. This usually takes a few minutes to a few hours depending on complexity.
3. If the issue cannot be resolved, formally request a refund in writing (email or WhatsApp). Include your order email, transaction ID, plan purchased, and a clear description of the unresolved issue.
4. We review your request. A senior team member reviews each refund case within 3 business days and replies with a decision and explanation.
5. If approved, the refund is processed back to your original payment method (see processing times below).

6. Processing Time

Once a refund is approved, processing time depends on your payment method:

• PayPal: 1–3 business days
• Credit / debit card: 5–10 business days (depending on your bank)
• Cryptocurrency: 24–48 hours after the network confirms the transaction
• Bank transfer / Wise / Remitly: 3–7 business days

Your bank or payment processor controls the final settlement time — we issue the refund instantly on our end once approved.

7. Refund Method

Refunds are issued to the original payment method used at checkout. We cannot refund to a different card, account, or wallet for security and anti-fraud reasons. If your original payment method is no longer accessible, please contact us and we will work out a reasonable alternative on a case-by-case basis.

8. Chargebacks & Payment Disputes

We treat every customer concern seriously and would much rather solve the problem directly than have a payment processor get involved. Just reach out — we're here to help.

9. Partial Refunds & Pro-Rata

Trex IPTV does not generally offer partial or pro-rata refunds for unused portions of an active subscription. Once a plan is activated, the full subscription period has been delivered to you. Exceptions may apply at our sole discretion in cases of confirmed extended service failure.

10. Cancellation

You can cancel your Trex IPTV subscription at any time. Because we do not auto-renew or store recurring payment details, "cancellation" simply means the subscription will not renew when the paid period ends — no action needed on your part.

You will continue to have full access to the service until the last day of your paid period. Cancellation does not entitle you to a refund of fees already paid for the current period.

11. Dispute Resolution

If you disagree with a refund decision, you can request escalation by emailing support@iptvtrex.ca with the subject line "Refund Escalation". A senior team member will review the full case history and reply within 5 business days.

We aim to resolve all disputes fairly and in good faith. If a resolution cannot be reached, applicable consumer-protection laws in your jurisdiction will apply.

12. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. The "Last updated" date at the top of this page will always show the most recent revision. Changes apply only to purchases made after the update date — your existing subscription is governed by the policy in effect when you purchased.

13. Contact Us

For any refund-related question or to start a refund request, please get in touch:

• Email: support@iptvtrex.ca
• WhatsApp: +1 (618) 298-6132
• Website: iptvtrex.ca