Refund Policy

Overview

This Refund Policy applies to subscriptions purchased directly from StreamVista. It sets out the circumstances in which a refund may be granted, the situations that are not eligible, and the process for requesting assistance or a refund. By purchasing a subscription, you agree to this Policy together with our Terms & Conditions.

Refund Eligibility

You may be eligible for a refund where:

• You experience a genuine technical problem that prevents the Service from working, and our support team is unable to resolve it within a reasonable time.
• You were charged in error, for example a clear billing mistake on our side.
• A refund is required under the mandatory consumer-protection laws that apply to you.

Refund requests must be made within a reasonable period after purchase and must include enough detail for us to investigate (see “How to Request a Refund”). We assess each request fairly and on its individual circumstances.

Try Before You Buy

We strongly encourage you to test compatibility before committing to a longer plan — for example by starting with a shorter subscription or requesting a trial where available. Testing first is the best way to confirm that the Service works on your device, network and location before you purchase an extended term.

Activation Policy

Subscriptions are digital and are considered delivered once your credentials are issued and your access is activated. Once a subscription has been activated and is functioning as intended, the purchase is generally non-refundable, because the digital service has already been supplied to you.

If you do not want to begin your subscription immediately, please contact us before activation. Where you have requested immediate activation, you acknowledge that doing so may affect your statutory right to withdraw, to the extent permitted by law.

Non-Refundable Situations

Refunds will generally not be granted where:

• The Service has been successfully activated and works as intended, but you have simply changed your mind.
• You did not contact support or did not allow us a reasonable opportunity to resolve a technical issue.
• Problems are caused by factors outside our control — such as your internet connection, ISP throttling, VPN configuration, hardware faults or incompatible devices.
• You have breached our Terms & Conditions or Acceptable Use Policy, including sharing or reselling your subscription.
• The request is made after an unreasonable amount of time, or for a term that has already been substantially used.

Technical Assistance Comes First

Most playback issues can be fixed quickly. Before requesting a refund, please contact our support team so we can help — common fixes include adjusting app settings, switching server or app, or resolving network and device issues.

Our team is available 24/7 and will work with you to get the Service running. A refund for a technical issue will only be considered after we have had a fair opportunity to resolve it and were unable to do so.

Duplicate Orders

If you accidentally place the same order more than once, or are charged twice for a single subscription, contact us as soon as possible. Once we verify the duplicate payment, we will refund the extra charge or, if you prefer, extend or upgrade your subscription by an equivalent value.

Chargebacks & Payment Disputes

If you believe a charge is incorrect, please contact us first — we can almost always resolve billing questions faster and more fairly than a bank dispute. Opening a chargeback before contacting us, or filing one in bad faith for a service that was delivered and working, is considered a breach of these terms.

We reserve the right to suspend or terminate accounts associated with fraudulent or bad-faith chargebacks, without refund, and to submit evidence of delivery and activation to the payment provider to contest such disputes.

How to Request a Refund

To request a refund, email billing@streamvista.tv (or contact us via WhatsApp) and include:

1. The name and email address used for the order.
2. Your order or payment reference.
3. The reason for your request and, for technical issues, a description of the problem and the device(s) affected.
4. Any screenshots or error messages that can help us investigate.

Providing complete details helps us review and resolve your request as quickly as possible.

Processing Times

We aim to review refund requests promptly, typically within a few business days. Where a refund is approved, it will be issued to your original payment method. The time it takes to appear on your statement depends on your payment provider and may take several additional business days.

Changes to This Policy

We may update this Refund Policy from time to time. The “Last updated” date at the top of the page indicates the current version. The Policy in effect at the time of your purchase applies to that purchase.

Frequently Asked Questions

Contact Us

Need help with a payment or refund? Contact our billing team and we will assist you.