Refund Policy

Our Commitment to You

At FLIXTRO, we prioritize the excellence of our IPTV subscription services. This policy details the scenarios in which refunds may be applicable, fostering a transparent and just process for every customer.

Refund Eligibility

You could be entitled to a total or partial refund if these conditions apply:

  • Technical Failures: Service is completely non-functional on your compatible device for 72+ consecutive hours due to a fault on our side.
  • Duplicate Payments: Accidental duplicate charge for the same subscription period.
  • Initial 7 Day Windownew customers: Request within 7 days of first purchase after attempting support-led troubleshooting.

How to Request a Refund

To receive a refund, please comply with these steps:

  1. Reach our support team through WhatsApp at Contact us via WhatsApp.
  2. We request you use: 'Refund Request'.
  3. Kindly submit your full name, the email linked to your subscription, and the reason for your inquiry.

Sample Refund Request Message

What We Need to Process Your Refund

  • Account email used at checkout
  • Order/transaction ID from {Payment Gateway Name}
  • Brief reason and steps already tried with support
  • Device/app details (e.g., Firestick + IPTV Smarters)

Processing Timeline

  • 0–3 business days Assessment performed by help team
  • Same day after approval The refund has been initiated to your original payment method ({Payment Gateway 1} / {Payment Gateway 2}).
  • 5–10 business days Funds may depend on your bank issuer.

Expect an email alert at every phase. Weekend or holiday periods may lead to extended response times.

Exceptions (When Refunds Are Not Provided)

Refunds will not be issued in the following scenarios:

  • You feel dissatisfied with the list of channels or content.
  • Your internet setup is either slow or unstable for content streaming.
  • You have breached our Terms of Service (for instance, account sharing).
  • You are dealing with geo-blocking problems in your location that we cannot manage.

How to Avoid Refund Requests

  • Check Compatibility: Confirm your device/app supports M3U/Portal before purchase.
  • Stable Internet: Use 30 Mbps+ and 5GHz Wi Fi or Ethernet for 4K.
  • Use Setup Guides: Follow our step by step Installation page.
  • Ask Support First: Most issues are solved in minutes via WhatsApp.

Frequently Asked Questions (FAQ)

Refunds are generally processed within three business days after approval, but please note that depending on your bank or payment provider, it may take five to ten business days for the funds to show up in your account.

Refunds due to a change of mind are usually not granted beyond the initial 7-day period. We suggest reviewing our features and contacting us with questions before you subscribe.

Our subscription plans automatically renew. If you happen to overlook cancellation before the renewal date, please reach out to us without delay. Refunds for renewals are evaluated individually.