Privacy policy

Summary

We collect the minimum needed to operate a subscription: an email address, a payment reference, the credentials we issue you, and technical connection data generated when you stream. We do not collect your home address, identity documents or date of birth. We do not build advertising profiles, and we do not sell or rent personal data to anyone, for any purpose.

The free 24-hour trial requires no payment details at all. That is a deliberate design decision rather than a convenience: it means we structurally cannot auto-enrol you, and no charge can arise from a trial.

What we collect

Contact data. The email address you give us, and a messaging handle if you contact us by message or on our status channel. This is how we send credentials and answer support requests.

Payment reference data. A transaction identifier, the amount, the currency, the date and the payment method used. We do not receive or store full card numbers, CVV codes or bank credentials — those are handled entirely by our payment processors, who are subject to their own regulatory obligations.

Account data. The credentials we issue, your plan and its term, your connection allowance, and your renewal date.

Technical connection data. When you stream, our servers necessarily record the IP address the connection came from, the timestamp, the edge server used, the bitrate served and the device or player user-agent string. This is generated by the act of delivering a stream and cannot be avoided while providing the service.

Support correspondence. The messages you send us and our replies, including any screenshots, recordings or log files you choose to attach.

What we do not collect

We do not ask for or hold your full name (an email address is sufficient), your postal address, your date of birth, identity documents, telephone number beyond a messaging handle you volunteer, or any financial detail beyond a transaction reference.

We do not construct a marketing or advertising profile from your viewing, we do not operate third-party advertising trackers on this website, and we do not combine your data with datasets purchased from data brokers.

Why we collect it

To provide the service. We cannot issue credentials without an email address, and we cannot deliver a stream without processing the connection request.

To provide support. Diagnosing a problem requires seeing which edge served you, at what bitrate and from what device — which is why sending us your device model and player app speeds up a resolution so much.

To enforce connection limits. Counting simultaneous streams against your plan allowance requires knowing how many sessions are active.

To detect abuse. Credential sharing at scale, credential publication and automated attacks on our infrastructure are identified from connection patterns.

To meet legal obligations. Where we are required by applicable law to retain or disclose specific records, we comply with valid legal process.

How long we keep it

Contact and account data: for as long as your subscription is active, and for 12 months afterwards so that a returning customer can be reconnected and so that billing queries can be answered.

Payment reference data: for the period required by applicable financial record-keeping obligations, typically six to seven years.

Technical connection logs: 30 days, after which they are deleted. This is long enough to investigate a support issue or an abuse pattern and no longer.

Support correspondence: 24 months, because recurring issues are much faster to resolve with prior context.

Who we share it with

We share data only with the categories of recipient needed to run the service: payment processors, who handle your transaction and hold their own relationship with you; infrastructure providers, who host our servers and CDN edges; communication providers, for email delivery and live chat; and competent authorities, where we are legally required to disclose in response to valid legal process.

We do not sell, rent, trade or otherwise make personal data available to advertisers, data brokers, analytics networks or any other third party for their own purposes. There is no commercial arrangement under which your data leaves our operational chain.

Where our resellers manage customer lines, they hold their own customers' contact data as independent controllers, and their own privacy practices apply to it. If you subscribed through a reseller, that reseller is your first point of contact for a data request.

Cookies and analytics

This website uses only the cookies necessary to make it function — session handling and any preference you set. We do not run third-party advertising cookies, retargeting pixels or cross-site trackers.

Where we measure site usage, we do so in aggregate to understand which pages are useful and which are not. That measurement does not identify you individually, is not used to build a profile, and is not shared with an advertising network.

Security

Traffic to and from this website and our panels is encrypted in transit. Credentials are stored in hashed form. Access to customer data within our team is restricted to the staff who need it to provide support, and administrative access requires multi-factor authentication.

No system is perfectly secure, and we would rather say so than imply otherwise. If we become aware of a breach affecting your data, we will notify affected customers and any relevant authority as required by applicable law, and we will say what happened rather than issuing a vague statement.

The single most effective thing you can do for your own security is to keep your credentials private. If you think they have leaked, email support@drextv.com and we will regenerate them at no charge, immediately.

Your rights

Depending on where you live, you may have the right to access the personal data we hold about you, to have inaccurate data corrected, to have your data deleted, to restrict or object to processing, to receive your data in a portable format, and to withdraw consent where processing relies on it.

To exercise any of these, email support@drextv.com from the address associated with your account. We will respond within 30 days. We do not charge for a request and we will not ask you to justify it.

Note that deleting your account data will end your ability to use the service, and that we may need to retain payment reference data where a financial record-keeping obligation applies. We will tell you specifically what we are retaining and why.

Children

The service is not directed at children and subscriptions may only be purchased by adults. We do not knowingly collect data from children. If you believe a child has provided us with personal data, contact us and we will delete it.

Player applications generally support parental controls, and our adult content package is disabled by default and only enabled on explicit request. Households with children should set a parental PIN in their player and restrict profiles to the kids and family sections of the on-demand library.

Changes to this policy

We may update this policy to reflect changes in our practices or in applicable law. The last-reviewed date at the foot of this page always reflects the current version. Where a change materially affects how we handle your data, we will notify active subscribers by email and through our status channel.

Contact

For any privacy question, data request or complaint, email support@drextv.com. If you are not satisfied with our response, you may have the right to complain to the data protection authority in your country of residence.

Our other policies are linked at the top of this page, and our contact page lists every route into the business with its response target.