Refund Policy

Our commitment

We want every customer to enjoy the Service they paid for. If a problem on our side stops you from using your StreamNovo subscription and we cannot fix it, we refund you. This policy explains when a refund is possible and how to ask for one. It forms part of our Terms of Service.

Refunds are not automatic: each request is reviewed by our team, on the basis of the information you give us and of our own checks.

The 7-day window

You can ask for a refund within 7 days of your payment. The 7 days are counted from the date and time your payment is confirmed. A request sent after this period cannot be accepted. Each order is assessed on its own, including renewals.

When you can get a refund

A refund can be granted when a problem on our side prevents you from enjoying your subscription, for example:

• frequent or continuous interruptions: the streams keep cutting out or stay unavailable, on our side, over a significant period;
• a serious technical problem on our servers or on your account that makes the Service unusable;
• no access at all: you paid, but we were unable to deliver working login details.

In every case, you must have contacted our support team and given us a reasonable opportunity to solve the problem. Most issues are fixed quickly once we know your device, your app and what you see on screen. A refund is granted only if we cannot solve a problem that comes from our side.

When a refund is not possible

A refund cannot be granted in the following cases:

• change of mind: you no longer want the Service, you ordered by mistake, you found another offer, or you did not use your plan;
• problems caused by your internet connection, Wi-Fi, network or internet provider, including a provider or a VPN that blocks or slows down the Service;
• problems caused by your device, or by a player app that we do not make, including activation fees paid to its developer;
• a single channel, film, series or event that is unavailable, changed or removed, while the rest of the Service works normally;
• short interruptions during maintenance, or occasional interruptions that we resolve;
• access suspended or ended because the Terms of Service were broken, for example by sharing login details or using more screens than the plan allows;
• requests sent after the 7-day window.

To avoid surprises, we strongly recommend our free 24-hour trial: it lets you test the Service on your own device and connection before you pay.

How to request a refund

Send your request through our Contact page, choosing the topic “Payment and billing”, within 7 days of your payment. Please include:

• your order number and the email address used for the order;
• the device and the player app you use;
• a short description of the problem, and when it started;
• if possible, a screenshot or a short video of the problem, and the result of a speed test run on the device concerned.

Your request is registered on the date we receive it. If the problem is still being investigated when the 7 days end, your request remains valid.

What happens next

1. We review your request and check the state of the Service and of your account.
2. We try to fix the problem with you, as quickly as possible.
3. If we cannot fix a problem on our side, we confirm the refund by email. If the problem is not on our side, we explain why and help you as far as we can.

When a refund is confirmed, your access to the plan concerned ends.

How you are refunded

Refunds are made to the payment method used for the order, for the amount paid for the plan concerned, in US dollars. We process confirmed refunds promptly. The time it takes for the money to reach you depends on your payment provider or bank, and is usually between 5 and 10 business days.

For payments made in cryptocurrency, the refund is sent to the same wallet, for the US dollar amount paid. Network fees charged by the blockchain are not refundable.

A gift card code cannot be returned. For payments made with a gift card, we agree with you on how you are refunded, for example by PayPal or as credit towards a new plan.

Chargebacks and payment disputes

If you have a problem, please contact us before opening a chargeback or a dispute with your bank or payment provider. We can usually solve the issue, or refund you, much faster. When a chargeback or dispute is opened, access to the account concerned is suspended while it is reviewed.

Resellers and affiliates

Purchases of reseller credit packs, and commissions earned through our affiliate programme, follow the terms of those programmes, not this policy.

Your legal rights

This policy does not affect the rights you have as a consumer under the mandatory laws of your country of residence. If you have any question about it, contact us.