Refund Policy

Last updated: January 1, 2026

At TeleLux, we want you to be completely satisfied with your luxury IPTV subscription. This Refund Policy explains the circumstances under which refunds are available, the process for requesting one, and applicable exceptions.

1. 7-Day Money-Back Guarantee

New TeleLux subscribers receive a full 7-day money-back guarantee. If you're not satisfied with the service within the first 7 days of activation, contact us at [email protected] and we'll refund your subscription in full — no questions asked.

This guarantee applies to your first TeleLux purchase only. After the 7-day window, the standard refund policy below applies. We strongly encourage you to also take advantage of our free trial before purchasing (see Section 5).

2. Eligible Refund Exceptions (After 7 Days)

After the 7-day window, refunds or credits will be considered only in the following verified circumstances:

2.1 Extended Service Outage

If TeleLux experiences a verified service outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next billing period.

The outage must be confirmed on our end and attributable to TeleLux's infrastructure.
Outages caused by your internet service provider (Bell, Rogers, Telus, Shaw, Videotron, etc.), device issues, or third-party apps are not eligible.
Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate Charge

If you were charged more than once for the same subscription plan due to a technical error, you are entitled to a full refund of the duplicate charge(s).

Proof of duplicate charges (bank or payment processor statements) may be required.
Refunds for duplicate charges are processed within 5–10 business days.

3. Non-Eligible Situations

After the 7-day window, refunds are not available in the following circumstances:

You changed your mind after the 7-day window.
You purchased the wrong plan.
You experienced issues with your own internet connection, router, or device.
You had compatibility issues with hardware or software not supported by TeleLux.
Your account was suspended or terminated due to a violation of our Terms of Service.
You forgot about your subscription or did not use the Service during your subscription period.
Content libraries or channel availability changed during your subscription.

4. How to Request a Refund

To submit a refund request:

Email us at [email protected] with the subject line: Refund Request — [Your Account Email]
Include the following:
- Full name on the account
- Email address used to register
- Date of purchase
- Description of the issue (outage details or duplicate charge evidence)
- Payment reference number (if available)
Requests must be submitted within 7 days of the qualifying event.
Our team will review and respond within 3 business days.

5. Free Trial

TeleLux offers a free trial for new prospects. We encourage all new users to take advantage of this before committing to a paid plan.

To request a free trial, use the trial form on our homepage or contact us at [email protected].

6. Refund Processing

Approved refunds are processed as follows:

Refunds are returned to the original payment method.
Processing time: 5–10 business days after approval, depending on your bank or payment provider.
TeleLux is not responsible for delays caused by financial institutions.

7. Chargebacks

We ask that you contact us at [email protected] before initiating a chargeback with your bank or payment provider. Unauthorized chargebacks may result in immediate account suspension and may be disputed.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted at https://telelux.ca/refund.html with an updated "Last updated" date.

9. Contact

Email: [email protected]
Website: https://telelux.ca
Address: 1500 Boulevard de Maisonneuve Ouest, Suite 800, Montreal, QC H3A 3S7, Canada