1. Try before you pay
Every visitor can request a free 24-hour trial on a full line — the same channels, the same servers and the same quality as a paid subscription, with no card required. The trial exists so that you can confirm the service works on your own device, your own connection and in your own country before any money changes hands. One trial per household.
Because that test is free and takes minutes, most refund requests can be avoided entirely. We strongly recommend using it.
2. The 7-day money-back guarantee
The 12-month plan carries a 7-day money-back guarantee. If the service does not work correctly on your setup and our technical team cannot resolve the problem within seven days of your first report, you are entitled to a full refund of that plan.
Shorter plans (1 month, 3 months and 6 months) are non-refundable once the line has been activated, precisely because a free trial is offered first. This is why the trial matters.
3. When a refund is granted
A refund is granted when all of the following are true:
- You bought a 12-month plan and you contacted support within 7 days of activation.
- The fault is on our side — for example the line was never delivered, the credentials do not work, or a large part of the advertised content is unavailable.
- You gave our support team a reasonable opportunity to diagnose and fix the issue (device model, player used, screenshots or a short video of the problem).
- The problem persists after our team has attempted a fix.
We also refund in full, at any time, if we take a payment in error or charge you twice for the same order.
4. When a refund is not granted
Refunds are not available in the following situations:
- The subscription works, but you changed your mind or no longer need it.
- The problem is caused by your internet connection — low bandwidth, packet loss, Wi-Fi range, an overloaded router or ISP throttling. Our internet speed guide covers these.
- The problem is caused by your device, your player app, or a device that is not supported.
- You are unable to work with support, or requests for basic information go unanswered.
- A small number of individual channels are temporarily down. Feeds occasionally drop at the source; our team reroutes them, and most popular channels have backup feeds.
- Credentials were shared or resold, more simultaneous connections were used than the plan allows, or our Terms of Service were otherwise breached.
- Your local law or ISP blocks the service and this was not tested during the free trial.
- The plan is a 1, 3 or 6-month plan that has already been activated.
- The request arrives more than 7 days after activation of a 12-month plan.
5. How to request a refund
Message support on WhatsApp or by email with the following, and we will open a case immediately:
- Your order reference (format ZYX-000000) and the email used to order.
- The device and player app you are using.
- A clear description of the problem, with a screenshot or short video if possible.
- The steps you have already tried.
Support answers 24 hours a day in English, French and Arabic, with an average first reply under four minutes on WhatsApp.
6. Processing times and method
Approved refunds are issued to the original payment method. Once approved, we send the refund within 3 business days. How long it takes to appear depends on your provider:
- Cards (Visa, Mastercard): typically 5 to 10 business days.
- PayPal, Apple Pay, Google Pay: typically 1 to 3 business days.
- Cryptocurrency (Bitcoin, USDT): sent within 3 business days to the wallet address you provide. Because crypto transactions are irreversible, the refund is sent as a new transaction for the original amount paid, in the same asset.
When a refund is issued, the subscription is terminated and the line is deactivated on the same day.
7. Cancelling a subscription
Subscriptions do not auto-renew. Nothing is stored to charge you again, so there is no cancellation to perform — if you do nothing, the line simply expires at the end of the period you paid for. You can renew whenever you want, and you keep the same credentials if you renew before the expiry date.
8. Chargebacks
Please talk to us before opening a dispute with your bank or payment provider. A chargeback filed without contacting support first results in immediate and permanent deactivation of the line, and we may decline future orders from the same customer. In almost every case a message to support resolves the issue faster than a dispute would.
9. Contact
Questions about this policy, or about a specific order, go to support@zyminex.click or our 24/7 WhatsApp support. This policy may be updated; the version in force is the one published on this page on the date of your order.