Refund Policy
Last updated: 31 May 2026
This Refund Policy explains when and how refunds are issued for the StreamLux licensed IPTV subscription, how we handle duplicate payments, payment disputes and chargebacks, and the steps you should follow to request a refund. By purchasing a subscription you agree to the procedures described here, alongside our Terms of Service.
1. Refund Eligibility
Subscriptions are sold as prepaid, non-recurring digital services that are activated within minutes of payment. Because the service is delivered electronically and consumed in real time, refunds are evaluated on a case-by-case basis rather than offered as an unconditional right of withdrawal.
You may be eligible for a full or partial refund if (a) activation fails on our side and we are unable to restore service within a reasonable timeframe, (b) a documented service outage prevents you from accessing the Service for a significant portion of your subscription period, or (c) you are protected by mandatory consumer-protection legislation in your jurisdiction that overrides the digital-content exemption.
Refunds are generally not available where the Service has been delivered and used as described, where the issue is caused by the customer's own equipment or internet connection, or where the request is made after a substantial portion of the subscription period has been consumed.
2. Duplicate Payments
If you accidentally complete the same checkout twice and end up with two identical subscriptions, contact support within 14 days of the second charge with both Stripe receipts attached. We will verify the duplicate against our payment records and refund the second charge in full to the original payment method.
Refunds for duplicate payments are processed within 3-5 business days and typically reach your statement within 5-10 days depending on your card issuer.
3. Payment Disputes
If you believe a charge from StreamLux is incorrect — wrong amount, unrecognised transaction, suspected unauthorised use — please contact our support team first. We resolve the overwhelming majority of payment questions within a few hours, often without any refund being necessary.
Working with us directly is faster than opening a bank dispute, preserves access to your subscription while the question is investigated, and avoids the administrative friction of a chargeback for both parties.
4. Chargebacks
If a chargeback is opened with your card issuer instead of contacting us first, your StreamLux account and any associated activation credentials are suspended immediately while the dispute is reviewed. This is a standard fraud-prevention measure and is not specific to any individual case.
We respond to legitimate chargeback requests in good faith and provide payment processors with the evidence required to evaluate the dispute (purchase confirmation, activation timestamps, IP address used at checkout, support history). Fraudulent chargebacks — where the Service was knowingly purchased, activated and used — are contested in full and may result in the account being banned from future purchases.
5. Fraud Prevention
All payments are processed by Stripe with full PCI-DSS compliance and built-in fraud detection. Suspicious transactions may be held for manual review or declined. If your payment is unexpectedly declined, please contact support — most declines are caused by 3-D Secure friction or temporary card issuer limits and can be resolved within minutes.
We never store full card numbers, CVV codes or any sensitive payment information on our servers. All payment data lives inside Stripe's certified infrastructure.
6. Refund Request Procedure
To request a refund, send a message to support@streamlux.online or via the WhatsApp support channel that includes: (1) the email address used at checkout, (2) the Stripe payment receipt or last 4 digits of the card used, (3) the date of purchase, and (4) a short explanation of why you are requesting a refund.
Including this information up front allows our team to verify the transaction and resolve the request without back-and-forth. We aim to respond within 4 hours on weekdays and within 24 hours on weekends and public holidays.
7. Processing Times
Approved refunds are issued to the original payment method through Stripe. Processing time on our side is 1-2 business days. Once issued, the funds typically appear on your statement within 5-10 business days, depending on your card issuer and country.
You will receive a refund confirmation by email when the transaction is initiated. If the refund does not appear within 10 business days, please contact your card issuer first (they sometimes hold pending credits) before contacting us again.
8. Support Contact Process
We strongly encourage customers to contact support before initiating any chargeback or formal dispute. Direct contact is faster, more transparent and almost always produces a better outcome than a third-party process. You can reach us through:
WhatsApp (typically replies within minutes), email at support@streamlux.online (typically replies within an hour), or the contact form on this website. All three channels are available 24/7.