01Try Zenox before you pay

The fairest way to avoid needing a refund is to test the service first. Every new customer can take a free 24-hour IPTV trial with the full channel list and on-demand library, on their own TV and broadband, with no card.

We recommend you use the trial on a busy evening, try the devices and apps you plan to use, and check the channels that matter most to you. Our support team will help you set up during the trial.

02When you will get a refund

We will refund your IPTV subscription in full or in part when:

1. The service does not work for you and we cannot fix it. You opened a support ticket, worked with us on it, and the problem is on our side and still not solved 48 hours later. This applies if you have used no more than 10% of your plan.
2. You were charged twice for the same order.
3. You were charged for a renewal after switching off auto-renew in your client area before the renewal date.
4. We cancel your plan for a reason that is not your fault. In that case we refund the unused part.

For longer plans, including the 6-year Ultimate plan, "10% of your plan" is measured against the full length of that plan.

03When we cannot give a refund

Because your login is delivered instantly, at your request, we cannot refund in these cases:

• you changed your mind after your login was used beyond the first 10% of the plan;
• the problem is caused by your internet speed, Wi-Fi, device, internet provider or a third-party app, and the service works normally on a supported setup;
• a particular channel, event or title was briefly unavailable while the rest of the service worked;
• the account was suspended for breaking our Terms of Service, for example by sharing the login;
• reseller credits that have already been used to create or extend lines.

04How to ask for a refund

1. Log in to your client area and open a support ticket, or email [email protected].
2. Give your invoice number, the device and app you use, and a short description of the problem.
3. Our team will try to fix it first. If we cannot, and the refund conditions above are met, we confirm the refund in the same ticket.

05How and when refunds are paid

Approved refunds go back to the original payment method. We send them within 5 working days of approval. Your bank or payment provider may take a few more days to show the money in your account.

For payment methods that cannot be reversed, we will agree the refund method with you in the ticket, or add the amount as credit to your Zenox account if you prefer.

06Cancelling and auto-renew

There is no contract to get out of. You can stop at any time:

• switch off auto-renew in your client area, and your plan simply runs to its end date;
• if you do not renew, your access ends on the expiry date and nothing more is charged.

Switching off auto-renew stops future charges. It does not refund the plan you are already using, unless one of the refund cases above applies.

07Chargebacks and payment disputes

Please talk to us before contacting your bank. A support ticket is quicker and almost always solves the problem. If a chargeback or payment dispute is opened, the account is paused while it is reviewed, and an unfounded chargeback can lead to the account being closed under our Terms of Service.

08Your statutory rights

This policy adds to your rights. It does not replace them. Under the Consumer Rights Act 2015, a digital service must be provided with reasonable care and skill and match its description. If it does not, you may be entitled to a repeat performance or a price reduction, whatever this policy says.

When you buy, you ask us to start your IPTV subscription straight away, before the usual 14-day cancellation period ends. If you cancel within those 14 days, your UK consumer rights still apply in line with the law.