Refund Policy
CloudStream sells software licences only: a one-time activation of the CloudStream media player for one identified device. CloudStream does not sell or include TV channels, films, series, playlists, or media subscriptions. This policy explains when a licence payment can be refunded. It forms part of our Terms of Use.
1. Try before you buy
CloudStream builds offer a free trial or a free start option where available, so you can check that the player works on your device with your own playlist before paying. The current trial or free option is shown in the app and on the checkout page.
2. Payment confirmed but activation not completed
If your payment was confirmed but we could not activate your Device ID, contact us. We will complete the activation or refund the payment in full.
3. Duplicate payments
If the same Device ID was charged twice for the same licence, the duplicate payment is refunded in full.
4. After activation
- Activation begins immediately after confirmed payment. At checkout you request immediate activation of the digital licence and acknowledge that, once activation is completed, your right to withdraw may be lost.
- After successful activation, refunds are unavailable except where required by applicable law or the payment platform's mandatory terms.
- If the CloudStream player itself does not work correctly on your activated device, contact us first so we can try to fix it. Your mandatory consumer rights for faulty digital content still apply.
- Problems with a third-party playlist, a provider outage, or your internet connection are not CloudStream faults, because CloudStream does not supply that content or service.
5. Payment platforms and app stores
Some payments are processed by a payment platform or a reseller acting as merchant of record. In that case, its mandatory buyer terms also apply and the refund may be issued by that platform. Purchases made through an app store follow that store's refund rules.
6. Refunds, chargebacks, and the licence
A refund request or chargeback can automatically suspend the Device ID while the payment is reviewed. When a payment is refunded or reversed, the licence for that Device ID is deactivated.
7. How to ask about a refund
Email support@cloudstream.pro or use the contact page. Please include:
- the Device ID shown in the app;
- the payment date, amount, and payment method;
- the order or payment reference (for a bank transfer, the CS reference);
- a short description of the problem.
Approved refunds are returned to the original payment method. A bank transfer is refunded to the account that sent it.
8. Your legal rights
Nothing in this policy limits rights that cannot be excluded under the consumer law of your country.