Refund Policy

Our refund approach

Because we offer a full free trial before any payment is required, our subscriptions are generally non-refundable once activated. We encourage subscribers to test the service thoroughly during the trial period to confirm it works correctly on their device, network, and preferred IPTV player before committing to a paid plan.

That said, we review refund requests on a case-by-case basis and will always act fairly where a genuine service failure has occurred.

When a refund may be considered

We will consider a refund request in the following circumstances:

• Service not delivered — You paid for a subscription and your account credentials were never provided within a reasonable time and our support team was unable to resolve this.
• Extended service outage — The service experienced a significant, sustained outage affecting your access that our team was unable to resolve within a reasonable period and that was not caused by your internet connection, device, or app configuration.
• Duplicate charge — You were charged more than once for the same subscription period due to a payment processing error on our side.
• Unauthorised payment — A payment was taken from your account that you did not authorise and that cannot be traced to a valid subscription on your account.

When refunds are not available

Refunds will generally not be issued in the following circumstances:

• You changed your mind after subscribing having not used the free trial
• You tested the service during the trial and it worked, but you later experienced issues caused by your internet connection, router, or device
• You were unable to configure your IPTV player correctly — our support team is available to help with setup issues
• Your subscription was suspended or terminated due to a violation of our Terms of Service
• Partial-month refunds for unused time on a monthly subscription are not available
• Annual subscription refunds are not available after 7 days from the subscription start date

How to request a refund

To request a refund, contact our support team via the Contact page with the following information:

• The email address associated with your Redixel TV account
• The date of your payment
• A description of the issue that led to the refund request
• Any relevant screenshots or error messages that support your request

We aim to respond to all refund requests within 2 business days. If your request is approved, the refund will be processed to the original payment method within 5–10 business days depending on your payment provider.

Crypto payments

Cryptocurrency payments are non-reversible by their nature. Where a refund is approved for a crypto payment, we will issue account credit for the equivalent value to be applied to a future subscription, rather than a crypto refund transaction.

Chargebacks

We ask that you contact our support team before initiating a chargeback with your bank or card provider. Chargebacks initiated without first contacting us may result in your account being suspended pending investigation. We are committed to resolving billing issues fairly and directly.

Changes to this policy

We reserve the right to update this refund policy at any time. The "Last updated" date at the top reflects the most recent revision. Existing subscriptions are subject to the policy in place at the time of purchase.

Contact

For any questions about this policy or to submit a refund request, please use the Contact page.