Refund policy

The guarantee

Every paid DrexTV plan — one month, six months or twelve months — carries a 7-day money-back guarantee from the date of purchase. If the service is not right for you within that window, email us and we will refund you in full.

You are not required to explain why, to complete a form, to attend a retention conversation or to accept an alternative plan instead. We will usually ask one optional question about what did not work, because that information is genuinely useful to us, but answering it is not a condition of the refund.

This guarantee sits alongside, and does not replace, any statutory cancellation or consumer rights you have under the law of your country of residence.

How to claim

Email support@drextv.com from the email address you used to purchase, within 7 days of the purchase date. Include the approximate date of purchase and, if you have it, the transaction reference — this lets us find the payment immediately rather than asking you to verify anything.

You can also request a refund by messaging 0524346367 or on live chat, and we will process it, but we will confirm it by email so that both sides have a written record. For anything financial we recommend email as the primary channel for exactly that reason.

Refunds are issued to the original payment method. We cannot refund to a different card, account or wallet, as that would be indistinguishable from fraud from a processor's perspective.

Timescales

We approve and submit refunds within one business day of receiving the request, and usually within a few hours. How quickly the money reaches you then depends on your payment method rather than on us.

Card refunds typically appear within 3 to 5 working days, though some issuers take up to 10. Digital wallet refunds are usually within 1 to 3 working days. Bank transfers depend on the corridor and can take 3 to 7 working days. Cryptocurrency refunds are sent at the current exchange rate on the amount originally received, which may differ from the fiat value at the time of purchase — this is a property of the payment method, not a deduction by us.

Once we have submitted a refund we will send you confirmation. If it has not arrived after the window above, contact us with that confirmation and we will chase the processor on your behalf.

When a refund may be declined

There are four circumstances, all narrow, and we will always explain which one applies rather than declining without reason.

1. The request is outside the 7-day window. After that period plans are non-refundable, because they are prepaid for a fixed term and cannot be cancelled midway. Where an exceptional situation applies — a serious unresolved service failure, for example — contact us anyway and we will consider it on its facts.

2. Material breach of our terms. Where an account is terminated for sharing or reselling credentials, redistributing content, systematically circumventing connection limits or attacking our infrastructure, no refund is due. Our acceptable use policy sets out these activities in full.

3. Repeated refund claims. Where the same person has previously taken a refund and re-subscribed multiple times, we may decline a further claim. This is not about a second chance — it is about a pattern of using the guarantee as a way to obtain free service indefinitely.

4. Demonstrated fraud. Where a payment is made with a stolen instrument or the account is used fraudulently, we will refund the legitimate cardholder rather than the person who made the request.

Notably absent from this list: we do not decline refunds because you used the service, because you streamed a large amount, or because a specific channel you wanted was not available. Those are all valid reasons to want your money back.

Partial and pro-rata refunds

Within the 7-day window, refunds are for the full amount paid rather than pro-rated. We do not deduct for days used.

Outside that window, plans are not pro-rated on cancellation, because there is nothing to cancel — plans are prepaid for a fixed term and do not renew automatically, so simply not buying another term costs you nothing.

The one exception: if we make a change that materially reduces the service during a term you have already paid for, you may request a pro-rata refund of the unused portion. This is set out in our terms of service.

Free trials

The free 24-hour trial requires no payment details of any kind, so there is nothing to refund and no possibility of a charge arising from it. When the trial period ends, access simply stops. There is no auto-enrolment, no dormant billing arrangement and no card on file.

We mention this here because "free trial" in many industries means "a charge you have to remember to cancel". It does not here, structurally — we do not hold anything we could charge.

Add-ons and reseller purchases

Paid add-ons, such as additional simultaneous connections, follow the same 7-day guarantee from the date the add-on was purchased.

Reseller credit bundles are commercial purchases by independent businesses and are handled under the reseller commercial terms rather than this consumer policy. Unused credits do not expire, so a bundle retains its value indefinitely. See our reseller programme page for detail.

If you purchased your subscription through a reseller rather than directly from us, your contract is with that reseller and your refund request must go to them. We cannot refund a payment we did not receive. If a reseller is unresponsive, contact us at support@drextv.com and we will try to help, although our ability to intervene in their billing is limited.

Chargebacks

Please contact us before raising a chargeback with your bank or card issuer. A chargeback takes weeks to resolve, costs both sides money, and results in the account being suspended automatically while the dispute is open — whereas an email to us is typically resolved the same day.

Where a chargeback is raised without a prior refund request, we will provide the processor with the transaction record and our correspondence history. Accounts subject to a fraudulent chargeback are terminated and are not eligible for future subscriptions.

Before you ask for a refund

This is not an attempt to talk you out of it — the guarantee stands regardless. But a significant proportion of refund requests we receive describe a problem that has a five-minute fix, and we would rather you had a working service than your money back.

If the issue is buffering or freezing, our seven-step troubleshooting sequence identifies the cause of most cases, and the longer buffering guide covers the twelve fixes in order of how often they work. If your programme guide or on-demand library is missing, you are almost certainly connected by M3U rather than Xtream Codes, which is a two-minute change. If a single channel is broken, send us its name and we will re-point it, usually within the hour.

And if none of that helps, or you simply do not want to spend the time, email us and we will refund you. That is what the guarantee is for.