HARDWARE GUARANTEES & EXTENDED WARRANTIES
All new MAG boxes sold by POLEX TV come with a 12 month warranty from the original date of purchase, which covers any hardware faults (see exceptions below). If equipment can’t be fixed onsite, a suitable exchange will be offered. Exchanges will be made on a like-for-like basis. If a like-for-like replacement is not possible, a different model may be offered. If the replacement is a newer model, a charge may be made for any difference in price.
EXCEPTIONS to this replacement warranty include any issues related to power supplies or internal power issues, unless it can be proved by the member that the equipment was connected to a surge-protector or uninterruptible power supply (UPS). Other guarantee exceptions may be made at our discretion for negligent, careless or improper use or reasonable care of hardware, including (but not limited to) accidental or deliberate damage caused whilst in your possession, cosmetic changes or the application of adhesives of any kind to the outer casing. Warranties will also be deemed null and void if we detect any attempt to open the equipment casing by an unauthorised person. If in doubt, you may wish to claim the replacement cost via your home contents insurance policy. We are a legal business, and as such we’re happy to supply official quotations / invoices for insurance purposes.
TO QUALIFY FOR AN EXCHANGE UNDER WARRANTY, YOU *MUST* RETURN: All of the original equipment (MAG box, remote control, power adaptor + HDMI lead), along with all of the packaging (with matching MAC address / serial number). Failure to supply all of these means that, with regret, we cannot complete an exchange under warranty.
EXTENDED WARRANTIES for equipment purchased from us may be added at any point during your initial 12-month warranty period, and are subject to the same conditions and exceptions as the original warranty described above.
SUBSCRIPTIONS, SWITCHOVERS AND STREAMING SERVICES
POLEX TV and Bee TV members are required to pay a regular membership fee which covers the cost of admin, as well as phone and online digital support of supported TV hardware. We may make a charge to switch over support from or to another service provider, referred to as a switchover fee.
POLEX TV subscriptions are always based on full calendar months, so for example if you renew for one month on the 8th of the month, your subscription will run until the end of that calendar month, not until the 8th of the following month.
With Bee TV, subscriptions run for a set period of time, e.g. 1 month, 3 months, or 12 months. So if you subscribe monthly on the 8th of the month, your subscription will run until the 8th of the following month, and is not based on complete calendar months.
IMPORTANT NOTE: POLEX TV / BEE TV DOES NOT SELL TV CONTENT, we are a hardware SALES and TECH SUPPORT club only. We provide FREE streaming TV services for our members, which we source, manage and support. At no point is content ever sold to members; it is, has been, and always will remain 100% FREE.
DORMANT CONNECTIONS
For security reasons, any active POLEX TV account that hasn’t been used for 30+ days may be considered DORMANT, and may be suspended by the server. This reduces the amount of pathways that hackers can use to attempt to gain access to system servers, which is a regular occurrence.
If you haven’t used your TV service for 30+ days and have a message on your screen saying that your subscription has expired or been suspended due to inactivity, please CONTACT US. We will double-check and reactivate your account as soon as possible. To avoid automatic suspension, please access your TV system at least once per month, so that your account remains active for the duration of your subscription.
SWITCHING FROM POLEX TO BEE TV (or vice versa)
Sometimes members want to switch between our two services, POLEX TV and Bee TV. This is fine, but each of these services comes from a separate source, and as such is charged completely separately. Active memberships cannot be transferred from one service to the other; they must each be paid for independently.
RENTALS
POLEX TV provides systems for short term rentals subject to the following terms and conditions:
Rental equipment remains the property of POLEX TV at all times, and should be surrendered upon request. Rental equipment will be supplied in good condition, but may not be brand new. Rental models and versions are subject to change without notice, at the discretion of POLEX TV. All rentals include local delivery & setup, collection, phone / WhatsApp support and a replacement warranty in case of any faults. In-person support / callouts may be subject to an additional charge (see CALLOUTS clause below).
All rental equipment must be looked after with due care and diligence and any loss, theft or breakage will be charged for at full retail cost, plus a standard callout charge to cover labour and travel costs.
At the end of any rental period we will collect our equipment. Failure to return our equipment at the agreed time and place will incur an additional €30 collection fee to cover additional time and fuel costs, as well as late return fees (€20 per day), which will be withheld from your deposit. Failure to return equipment or accessories or to pay charges outlined above may result in legal action being taken against you, and / or your entire deposit being withheld.
CALLOUTS & CHARGES
Our subscription fees include unlimited online support via phone, WhatsApp or other digital media. However it may be necessary to visit you in person to fix an issue if a solution can’t be found via online help, in which case we may charge a callout / labour fee.
MISSED CALLOUTS: If we arrive at a scheduled callout and cannot reach you within a reasonable amount of time, the visit will need to be rescheduled and an extra charge of 50% of the normal rate will be applied at the time of the rescheduled appointment.
If you need to reschedule your appointment, please let us know with as much notice as possible to avoid being charged for wasted time – thank you!
SUBSCRIPTION REFUND POLICY
Subscription payments made to POLEX TV or Bee TV are always in advance, and are NON-REFUNDABLE. We pay our own support team in advance for your entire membership period and cannot get these refunded, we so once a subscription has been paid and applied, we won’t issue a refund.
If it becomes impossible or impractical to maintain our support services through the services we’ve chosen for you, a replacement service may be offered. Any switchover from the primary service provider to another service provider will be offered FREE to members who complete it themselves via an electronic guide which we’ll send you. Remote help and support for this switchover will be offered free of charge (by phone or WhatsApp message) to those who require assistance; however any in-person visits will incur a standard callout charge.
With regret, if POLEX TV and/or Bee TV ceases trading then all active membership subscriptions must be considered null and void, and no refunds will be offered.
Joining POLEX TV / Bee TV as a paid member indicates your acceptance of these terms and conditions.
This revision: 1st August 2025. Terms & conditions may be updated without notice.