Legal
TREX OTT Refund Policy
Seven days on unspent credits, why spent credits are not refundable, and where platform services stand.
Credit packs
A credit pack can be refunded within seven days of purchase, in proportion to the credits that are still unspent on your account at the moment you ask.
| Situation | Position |
|---|---|
| Pack bought, no credits spent | Refundable in full within seven days. |
| Pack bought, some credits spent on customer lines | The unspent balance is refundable within seven days. Spent credits are not: they activated a line that your customer is using. |
| Credits allocated to a sub-reseller | Treated as spent. Recover them from the sub-reseller, not from us. |
| Pack bought more than seven days ago | Outside the window. Talk to sales anyway if something is wrong. |
Why spent credits are not refundable. A spent credit is a live subscription for one of your customers. Refunding it would mean withdrawing service that somebody has already paid you for. That is the one part of this policy that is not negotiable.
Platform services
- White-label application work is refundable only before development starts. Once assets have been processed and a build produced, the work has been done.
- Custom DNS carries no separate charge and so has nothing to refund.
- The WHMCS module is distributed through the panel; commercial terms are those agreed with sales.
What is never refundable
- Third-party costs — your WHMCS licence, your domain, your developer-account fees.
- Credits consumed by a sub-reseller you created.
- An account terminated for breaching the terms of service.
- Losses in your own business — lost customers, lost margin, time spent. See the liability section of the terms.
How to ask
- Raise it with sales first
WhatsApp, Telegram or [email protected]. Most reseller problems turn out to be configuration — see support escalation.
- Say which account and which purchase
The account email and roughly when you bought. We will read the unspent balance from the ledger.
- We confirm the refundable amount
In writing, before anything is processed, so there is no dispute about the figure.
- It is returned the way you paid
How long it takes to appear is set by your payment provider.