The guarantee
If AurexTV will not run on your device and support cannot fix it, you get a full refund provided you ask within 7 days of activation. It applies to every term length and every screen count, on the first purchase of a plan.
What is covered
Streams that will not play on a supported device after you have followed the setup guide and worked through it with support.
Persistent buffering that support cannot clear by switching server, player or decoder settings.
Channels that were listed on the channel list page when you bought and are then missing.
What is not covered
A change of mind once the service has been working, or any request made after the 7-day window.
Problems that trace back to your own internet, ISP blocking, or a device the Service does not support — we will still try to help, and the free trial is there precisely so you can check first.
Accounts closed for breaching the acceptable-use terms.
How to claim
Reach support — message us on WhatsApp or use the contact page — with your username and a short description of the problem. Give us the chance to fix it first; most issues are solved inside a single chat.
If it genuinely cannot be fixed, the refund goes back to your original payment method within 5 business days.
Renewals
The guarantee covers your first purchase of a plan. Renewing an account you already use is not refundable, since by then you know the Service works on your device.
Any question about this policy? Reach us on WhatsApp +212 610 046 062, or through the contact page, any hour of the day.