Refund Policy
Last updated: May 25, 2026
1. Refund Eligibility
Due to the digital nature of premium activations, trial lines, and license keys, refunds are typically processed only under circumstances where a technical server failure prevents activation, and our 24/7 support team is unable to resolve it within 48 hours of purchase.
2. 24-48 Hours Trial Priority
We highly recommend that all clients take advantage of our 24 to 48 Hours Trial prior to purchasing long-term annual packages. This ensures compatibility with your internet bandwidth, smart TV player apps, and decode hardware.
3. How to Request a Refund
To submit a claim, please connect directly with our support team via WhatsApp or email (support@ondexy.com) providing your Order ID, device details (MAC address / App type), and connection diagnostics. Eligible refunds will be returned to the original payment method.
4. Exclusions
Refunds will not be issued for channel updates, local ISP connection fluctuations, device configuration mistakes, or standard buyer change-of-mind after successful activation lines have been issued.