We believe in transparency. This policy clearly explains when refunds are granted and when they aren't — so there are no surprises. Please read carefully before subscribing.
We offer refunds when our server fails and we can't fix it — that's our responsibility. We do NOT offer refunds when the issue is with your device, internet connection, player app, or if you simply change your mind. Our free 24-hour trial exists so you can test everything before paying.
At Emerald Stream, we believe in being upfront and transparent about refunds. Our policy is built on a simple principle:
We provide an IPTV subscription service. Our responsibility is to deliver working credentials and maintain functional servers. We are not responsible for issues with your device, internet connection, or third-party player apps — these are outside our control.
To help you make an informed decision, we offer a free 24-hour trial so you can test our service on your specific device and network before paying. We strongly encourage all customers to use the free trial first.
The best way to avoid any refund concerns is to test our service first. Our free 24-hour trial exists for exactly this reason. It gives you the chance to verify:
You may be eligible for a full or partial refund in the following specific circumstances:
If our streaming servers experience a technical issue that we are unable to resolve within 72 hours of being notified, you are eligible for a refund. This includes:
If our service experiences a complete server failure exceeding 24 consecutive hours within the first 7 days of your subscription, you are eligible for a refund.
If we fail to deliver your credentials within 24 hours of payment confirmation, and you have contacted us about it, you are eligible for a full refund.
If the credentials we provide do not work, and we are unable to resolve the issue or provide working alternatives within a reasonable timeframe, you are eligible for a refund.
If you are accidentally charged twice due to a technical error on our payment system, the duplicate payment will be refunded automatically.
To be transparent and protect both parties, refunds are NOT granted in the following circumstances:
Player apps periodically release updates to:
It is your responsibility to keep your player app updated. If an update is available and you choose not to install it, any resulting service interruption is your responsibility — not ours.
Specifically, refunds will NOT be granted if:
For eligible refunds, the following timing rules apply:
Refund requests must be submitted within 7 days of subscription start (the date you receive your credentials). Submissions after 7 days are not eligible for refunds under any circumstances.
Additionally, less than 10% of the subscription period can have elapsed. For example:
If you believe you qualify for a refund, follow these steps:
Before requesting a refund, contact us via WhatsApp at +44 7309 572838 or email [email protected]. Many issues can be resolved quickly without needing a refund.
Give our support team a reasonable opportunity to fix the issue. Many problems are resolved within minutes or hours via WhatsApp.
If the issue cannot be resolved, email [email protected] with subject line "Refund Request" including: your username, date of purchase, amount paid, payment method, and detailed reason for the refund.
We will review your request within 3-5 business days and respond with a decision. We may ask for additional information or evidence.
If approved, your refund will be processed to the original payment method within 7-14 business days depending on payment provider.
Once a refund is approved, the time to receive your money back depends on your original payment method:
Refunds are issued to the original payment method used for the purchase. We do not issue refunds to different cards, accounts, or methods than the one originally used.
If the original payment method is no longer available (e.g., closed bank account, expired card), please notify us so we can arrange an alternative refund method, which may require additional verification.
In certain circumstances, we may offer partial refunds rather than full refunds. Partial refunds are calculated as follows:
Formula: (Total Paid) ÷ (Total Subscription Days) × (Unused Days)
For example: If you paid €60 for a 12-month subscription (365 days) and request a refund after 30 days of use, your refund would be:
However, partial refunds are only offered at our discretion in cases where a full refund isn't justified but we feel a goodwill gesture is appropriate. They are not a standard entitlement.
If you initiate a chargeback or payment dispute without first contacting us:
Fraudulent chargebacks (where the customer received the service but disputes the payment dishonestly) may be reported to payment processors and recovery agencies.
Under EU consumer protection law, you typically have a 14-day "cooling off" period for online purchases. However, this right does not apply to:
By accepting our credentials and accessing our service, you expressly consent to immediate performance of the service and acknowledge that you lose your statutory right to withdrawal. This is consistent with EU Directive 2011/83/EU on consumer rights.
However, you still retain your statutory rights under EU consumer law in cases where:
If you believe your statutory rights have been violated, please contact us or your local consumer protection authority.
It's important to distinguish between cancellation and refund:
Since our subscriptions do not auto-renew, you don't need to formally cancel. Simply don't purchase a new subscription period and your service will end at the expiry date. There is no cancellation fee or notice period.
A refund is a return of money already paid. Cancelling your service mid-period does not automatically entitle you to a refund of the remaining time. Refunds are only available in the specific circumstances outlined in this policy.
We may update this Refund Policy from time to time. Any changes will:
The refund policy applicable to your subscription is the version in effect at the time of your purchase.
For refund requests, questions about this policy, or to discuss your specific situation, please contact us:
Please include your username, payment date, and detailed reason for the refund request. The more information you provide upfront, the faster we can review and respond.
