Refund Policy

Policy Overview

At StreamGenz, your satisfaction matters to us. We are dedicated to providing you with subscriptions that bring value to our users. But if you believe you deserve a refund, please read this policy carefully so you know when and how refunds can be granted.

We offer refunds under fair and reasonable conditions.

Refund Eligibility - When We Can Approve a Refund

1. Request Within 24 Hours

If you contact us within 24 hours of your purchase, we can process a refund. Please note that transaction fees charged by the bank apply to both payments and refunds, so a small refund processing fee will be deducted from the amount returned.

2. Double Payment Made by Mistake

If you’ve accidentally paid twice for the same order, we will refund the extra payment in full.

3. Subscription Not Delivered on Time

If your payment is successful but you haven’t received your subscription within the promised delivery window, you may request a refund.

4. Serious Technical Issues

If a subscription has ongoing technical issues that significantly affect normal use, you can apply for a refund. We’ll need a clear description and proof (e.g., screenshots, error messages) to confirm the problem.

5. Partial Refunds for Certain Products

For specific subscription types, if you can provide valid proof that the service doesn’t meet expectations, we may refund the remaining unused portion of your subscription, minus any applicable service and processing fees.

When Refunds Cannot Be Issued

Refunds will not be possible in the following cases:

Orders Not Paid: If your payment has not gone through, we cannot process a refund.
Subscriptions Marked as Non-Refundable: Some services become non-refundable once activated. You can still cancel to prevent renewal, but no refund will be given for the current period.
Device or Login Restrictions: Our subscriptions are meant for specific devices like PCs, smartphones, tablets and each account limited to one device login. If the account becomes unusable due to logging in from multiple devices or unsupported platforms (like TVs), no refund will be granted.
Improper Use: If account restrictions or service issues occur due to not following our usage rules, we cannot offer a refund.
Reasons Not Listed Under “Refund Eligibility”: If your situation is not listed in the approved cases, a refund will not be issued.
Recharge Services: Payments made for topping up or renewing an account are final once processed. If a problem is caused by our error, we will investigate and resolve it.
Add-On Packages: Add-ons such as extra quota or special features are activated instantly after purchase and cannot be refunded.
Credit/Points-Based Services: Once credits or points are used (even partly), the subscription is considered consumed.
Features with Disclosed Limitations: If a service clearly states “performance may vary” or “availability not guaranteed,” purchasing it means you accept those terms, and no refund will be given for such reasons.

How Refund Amounts Are Calculated

Refunds may include a processing fee (charged by payment providers) and a service fee to cover platform costs such as technical operations and customer support.

Refunds under $5: Credited to your StreamGenz Wallet (valid indefinitely and with no fees).
Refunds of $5 or more: Issued back to your original payment method when possible. Processing times vary depending on your bank or payment provider.
Partially used subscriptions: If eligible, we will calculate the refund based on the unused portion of the subscription period or quota, whichever is less, minus fees.

Complimentary bonuses, promotional time, or free credits have no cash value and are excluded from refunds.

Frequently Asked Questions (FAQs) About Refunds

If you choose a refund to your StreamGenz Wallet, the funds are available instantly upon approval. If you choose a refund to your original payment method, it typically takes 5-10 business days to reflect in your account, depending on your bank.

If your service stops working, contact our customer service immediately. Our first step is always to try and restore your service or provide a working replacement account as quickly as possible. If we are unable to resolve the issue within 48 hours, we will offer you a refund for the unused portion of your subscription.

As stated in our policy, renewal payments are non-refundable. We provide tools in your account dashboard to easily disable auto-renew at any time before the renewal date and send a reminder email 7 days in advance to help you manage your subscriptions. We encourage you to use these tools to stay in control of your subscriptions.

Important Note

Please Read Carefully

Please make sure you fully understand and agree to these refund conditions before placing an order. If you experience any problems with your subscription, we strongly encourage you to reach out to our customer support team first. Many issues can be resolved quickly without the need for a refund request.