Refund Policy

Viewlix Refund Policy

Honest refund terms — written in plain English, not legal boilerplate. The summary: we offer a real free 24-hour trial first so you almost never need to ask for a refund, and our annual plans come with a 30-day money-back guarantee no questions asked.

1. The free 24-hour trial — your first safety net

Before any subscription, every new customer gets a free 24-hour trial. No credit card needed. No payment details. We send your Downloader install code and Xtream Codes credentials via WhatsApp within 15 minutes (often much faster) and you have a full 24 hours to test the service on your actual FireStick with your actual broadband. If the picture quality, channel list, EPG sync, or sideload experience isn't what you expected, simply don't pay. The credentials stop working at the 24-hour mark and you owe us nothing. This is the most important refund-prevention layer — most refund requests never happen because the trial already revealed any incompatibility.

2. Annual plans — 30-day money-back guarantee

If you subscribe to the 12-month Cube Annual VIP plan and decide within 30 days that Viewlix isn't right for you, message us on WhatsApp with "30-day refund" and we will issue a full refund to the original payment method within 5 working days. No questions asked. No interrogation about why. Common reasons we hear (and they're all fine): the FireStick is too old, the channels you needed turned out to be unstable, you switched back to Sky, family circumstances changed. All valid.

3. Monthly, quarterly, and 6-month plans

Shorter plans are not refundable after activation because the bulk of our service cost is the upfront credential-provisioning and CDN allocation — we incur that cost the moment you pay. However, you can cancel renewal at any time by WhatsApp message and we will not charge you again. There is no auto-renewal trap; you actively choose to renew each cycle.

4. How to request a refund

Step 1: WhatsApp the support number published on /contact/. Step 2: include the order ID we sent you at purchase (it starts with VWX-) and a one-line reason if you want to give us product feedback. Step 3: we reply within 4 minutes during UK hours, within an hour otherwise. Step 4: refunds are processed back to the original payment method (Stripe card or PayPal) within 5 working days — typical bank processing brings the funds back to your card in 7-10 business days.

5. Non-refundable cases

We do not refund in three specific situations: (a) credentials confirmed shared beyond the device count purchased, (b) accounts terminated for terms-of-service breach (DDoS, reselling, fraud), (c) refund requests after 30 days from purchase on annual plans. We are reasonable people and disputes are rare; if you think your case is borderline, WhatsApp us — we work things out.

6. Chargebacks

If you have a payment concern, please WhatsApp us first. Stripe and PayPal chargebacks cost us a £25 dispute fee regardless of outcome, which we'd rather not pay if a simple refund through the proper channel solves the problem. We respond to every legitimate chargeback with evidence (your activation timestamp, WhatsApp message log, login records) — fraudulent chargebacks are appealed and usually overturned.

7. Currency and exchange rates

All Viewlix charges are in GBP. If you paid via PayPal in a non-GBP currency, the refund will be in the same currency — but at the exchange rate on the date of refund, not the date of purchase. Currency-fluctuation losses (up to ~3%) are unavoidable.

8. Contact

Every refund-related conversation goes via WhatsApp at the number on /contact/. Average response is under 4 minutes during UK hours, under an hour overnight. Include "REFUND" at the start of your first message and we will route accordingly.

FireStick-specific refund scenarios

Three FireStick situations come up often enough to warrant a clear refund policy of their own:

Your FireStick is too old to sideload

Some 1st-generation Fire TV Sticks (pre-2017) have a Fire OS version that no longer supports the current Smarters Pro APK. If you bought a Viewlix subscription and discovered during your free trial that your FireStick is incompatible — typically the symptom is "Smarters Pro keeps crashing on launch" or "Downloader cannot install the APK" — we will refund any paid subscription within the first 7 days of activation, even on monthly plans. We will also walk you through buying a £15-20 Stick Lite from Amazon if you want to stay with the service. Use the WhatsApp keyword "compatibility refund".

Your FireStick was sold pre-loaded by a third party

If you bought a pre-loaded FireStick from Facebook Marketplace, eBay, or Telegram and discovered the previous IPTV provider's credentials no longer work, Viewlix cannot refund the cost of that hardware — it was not sold by us. We can offer you a free 24-hour Viewlix trial to test our service on the same FireStick (the hardware is fine, only the upstream credentials were invalidated when the previous provider went dark). Most pre-loaded-FireStick buyers transition to Viewlix successfully because the FireStick itself is a perfectly good piece of Amazon hardware.

Your trial activation never arrived

If you submitted the free trial form and the Downloader install code never reached your WhatsApp within 4 hours during UK business hours, message us with "TRIAL NOT RECEIVED" — we will resend within minutes and add an extra 24 hours to the trial window to compensate. If you have a Stripe or PayPal charge from us with no corresponding activation, that is also fully refundable: message us with the order ID and we issue the refund within 5 working days.