Trex IPTV Refund Policy

1. Overview

At Trex IPTV, we're committed to delivering reliable, high-quality streaming to Canadian customers. We understand that in rare cases, our service may not meet your expectations, and we offer refunds under specific conditions outlined below.

2. Refund Eligibility

You are eligible for a full refund in these situations:

• Service never activated: We fail to deliver credentials within 24 hours of payment
• Major technical failure: Persistent server downtime (12+ hours) we cannot resolve
• Incompatible device: You informed us before purchase and it turns out incompatible
• Duplicate payment: You accidentally paid twice for the same subscription
• Unauthorized charge: Transaction made without your permission (subject to verification)

3. Refund Timeframe

Refund requests must be submitted within these timeframes:

• New subscriptions: Within 24 hours of activation
• Renewals: Within 12 hours of renewal charge
• Technical issues: Reported within 24 hours of occurrence

4. Non-Refundable Cases

Refunds will NOT be issued in these situations:

• Buyer's remorse: Simply changing your mind after activation
• Used subscription: Account used for more than 24 hours
• Internet issues on your end: Slow, unstable or insufficient connection
• Incompatible devices not disclosed: Using unsupported devices without prior consultation
• VPN/ISP blocking: Your ISP or location restricting IPTV traffic
• Refusal to troubleshoot: Refusing suggested fixes before requesting refund
• Specific channel unavailable: Individual channels being removed (lineup evolves)
• Expired subscriptions: Request made after natural subscription expiry
• Terms violation: Account suspension per our Terms of Service
• Used reseller credits: See section 7

5. How to Request a Refund

Follow these steps:

• Step 1: Contact support via WhatsApp or email at support@trex-iptv.ca
• Step 2: Provide order number, payment method, and refund reason
• Step 3: Allow our team to troubleshoot (for technical issues — most resolved in 30 min)
• Step 4: If no resolution possible, we approve your refund and initiate processing

6. Refund Processing Time

Once approved, processed per your payment method:

• Interac e-Transfer: 1–2 business days
• PayPal: 1–3 business days
• Credit/Debit Card: 5–10 business days
• Bank Transfer: 3–7 business days
• Cryptocurrency: 24–48 hours (same wallet)

Refunds issued to original payment method. Times vary by your bank.

7. Reseller Credit Refunds

Special terms for reseller credit packages:

• Unused credits: Refundable within 48 hours of purchase, minus 10% processing fee
• Used credits: Non-refundable once spent on customer subscriptions
• Partial packages: Refund calculated on remaining unused credits only
• Panel access: Revoked upon refund processing

8. Chargebacks

Before initiating a chargeback or dispute with your payment provider, please contact us first. We are committed to resolving issues fairly and quickly.

9. Policy Changes

Trex IPTV reserves the right to update this refund policy. Changes posted here with updated revision date. Continued use after changes constitutes acceptance.

10. Contact Us

Questions or refund requests:

• WhatsApp: +1 (618) 298-6132 (fastest)
• Email: support@trex-iptv.ca
• Contact: trex-iptv.ca/contact-us