Refund & Cancellation Policy

1. 24-Hour Satisfaction Guarantee

We stand behind the stability and performance of our service. If you purchase a new subscription and experience persistent technical issues that our 24/7 technical team cannot resolve within the first 24 hours of purchase, you are eligible for a full, hassle-free refund.

2. How to Request a Refund

To initiate a refund review within the 24-hour window, simply follow these steps:

1. Contact our support team via WhatsApp (+213 551 587 311) or email support@streamutv.com.
2. Provide your Order ID or transaction reference.
3. Describe the specific technical issue you encountered (e.g. app incompatibility, ISP blocking) so our engineering team can review.

3. Troubleshooting Before Refund

In over 95% of reported connection issues, simple configuration adjustments (such as switching from HLS to MPEG-TS, toggling ExoPlayer, or connecting to our secondary backup DNS) immediately resolve all playback buffering. We encourage customers to allow our support agents to assist before cancellation.

4. Exclusions & Non-Refundable Situations

Refunds cannot be issued under the following circumstances:

• Requests submitted after the expiration of the 24-hour initial guarantee window.
• Local internet bandwidth issues (such as speeds below our recommended 25 Mbps threshold).
• Simultaneous connection violations (e.g. sharing single-device credentials across multiple households simultaneously).
• Custom compiled APK rebranding source files after APK build files have already been successfully generated and delivered.

5. Processing Timeframe

Once approved, refunds are credited back directly to the original payment method used during checkout (Credit/Debit Card, PayPal, or crypto wallet). Card processing typically reflects within 3 to 7 business days depending on your issuing banking institution.

6. Dedicated Assistance