Refund Policy

1. What This Policy Is

Lux IPTV offers a service guarantee, not a free return window. A refund is issued when we fail to deliver the service you paid for — not because you changed your mind.

This is why we provide a 24 hours free trial: test the service on your own network, on your own devices, before you pay. Once you subscribe, the guarantee below covers you against failures on our side.

2. Guarantee Period by Plan

Your guarantee window depends on the plan you bought. Longer plans get longer coverage:

The window starts on the day your subscription is activated. A qualifying problem (section 3) must occur and be reported inside this window.

3. Valid Reasons for a Refund

A refund is approved when the failure is on our side. These are the only qualifying reasons:

• A single outage longer than 24 hours — the service is down on our end for more than a full day
• Repeated outages — more than 3 times in one month — recurring interruptions caused by our servers
• Complete shutdown of the service — we stop operating or can no longer deliver your subscription
• The account never worked at all — your credentials never connected, on any device, even after trying our VPN and our support team's troubleshooting steps

Each of these is verified against our server logs before approval.

4. How the Refund Amount Is Calculated

Approved refunds are partial, not full. Two amounts are deducted:

• The service you already used — calculated pro-rata for every day the subscription was active
• Transaction fees and taxes — deducted at actual cost, not as a flat rate

There is no single fee percentage, because we support several payment methods and each one charges differently. Whatever the provider took on your transaction is money that never reached us and cannot be recovered, so it cannot be returned to you:

• Card payments — the processor's fee plus any tax applied at checkout
• Cryptocurrency — the network fee on the original payment, plus the network fee on the refund transaction
• PayPal — the transaction fee charged on your payment
• Prepaid cards and voucher codes — the redemption fee charged by the issuer

Currency conversion losses between the day you paid and the day we refund are also not recoverable.

5. What Is Not Refundable

No refund is issued in these cases:

• Change of mind — cancelling without a reason, or because the service didn't suit you
• Problems on your side — your ISP throttling or blocking IPTV traffic, slow internet, router or Wi-Fi issues, or an incompatible device or player
• Channel lineup changes — channels are provided by upstream sources and can change without notice
• Requests made after your guarantee window has ended
• Renewals and recurring payments
• Accounts suspended or terminated for violating our Terms of Service
• Account credentials shared, resold, or used beyond your purchased device limit
• One-time add-on purchases

ISP interference is the single most common cause of streaming problems, and it is solved by turning on the free VPN included with every plan — not by a refund.

6. Before You Request — Troubleshooting Is Required

You must contact support and complete basic troubleshooting before a refund request is reviewed. Most issues are resolved in minutes:

• Enable the free VPN included with your plan
• Try a second device or a different player app
• Test on mobile data instead of Wi-Fi to rule out your ISP
• Let our team check your line and, if needed, move you to another server

If none of it works, we move straight to the refund process — no runaround.

7. How to Request

Email [email protected] with the subject "Refund Request" and include:

• Your registered email and order ID
• Which qualifying reason from section 3 applies
• The dates and times of the outage or failure
• Screenshots or a short video of the problem
• The troubleshooting steps you already tried

We review every request against our server logs and reply within 24-48 hours.

8. Processing Time

Refunds are returned through the same method you paid with. Timing depends on that method:

• Card payments — 5-10 business days, depending on your bank
• PayPal — usually within 24 hours
• Cryptocurrency — sent within 24 hours to the wallet address you provide, then subject to network confirmation time
• Prepaid cards and voucher codes — these cannot be reversed by the issuer, so the refund is sent to a PayPal address or crypto wallet you provide instead

9. Chargebacks

Contact us before filing a chargeback — we will sort out any genuine problem. Filing a chargeback without contacting us first results in immediate and permanent account suspension, and we will contest it with our service and connection logs.

10. Contact

Questions about this policy? [email protected].