Refund Policy

Effective Date: July 12, 2026

This Refund Policy describes when and how we issue refunds for subscriptions to The Stream Facility. Where applicable law grants you consumer rights that are broader than this policy, those rights are not affected.

7-Day Satisfaction Guarantee

If you are not satisfied with the Platform within the first 7 days of a new subscription (not applicable to renewals), contact us at contact us and we will issue a full refund, no questions asked.

General Refund Policy

After the initial 7-day period, subscriptions are generally non-refundable except as described below. When you cancel a subscription:
- Your subscription remains active until the end of the current billing period
- You will not be charged for the next billing period
- No partial refunds are issued for unused time in the current billing period

Annual Subscriptions

If you purchased an annual subscription and cancel within the first 7 days, you receive a full refund. After the 7-day window, annual subscriptions are generally non-refundable. However, if you cancel an annual subscription with more than 6 months remaining and the service has materially failed to meet the description provided at the time of purchase, contact us — we will review the circumstances and may issue a pro-rated refund at our discretion.

Plan Changes and Downgrades

If you downgrade from a paid plan to the free tier mid-billing-cycle, your paid features remain active until the end of the current billing period. No credit or pro-rated refund is issued for the unused portion of a paid period following a downgrade.

Exceptional Circumstances

We may issue refunds at our discretion in exceptional circumstances, including:
- A significant service outage (more than 24 continuous hours) that materially impacted your use of the Platform
- A billing error or duplicate charge on our part
- Account termination by us without cause

To request a refund under exceptional circumstances, contact us at contact us within 30 days of the event.

EU / EEA Consumer Rights (Right of Withdrawal)

If you are a consumer in the European Union or European Economic Area, you have a statutory right of withdrawal of 14 days from the date of purchase under the Consumer Rights Directive (2011/83/EU).

Waiver of withdrawal right: For digital services that begin immediately upon purchase, the right of withdrawal lapses once performance has begun with your prior express consent and acknowledgement that you lose your right of withdrawal (Article 16(m) of the Consumer Rights Directive). At the time of subscription, we present a clear disclosure and require your affirmative confirmation of this waiver before your subscription is activated.

> Implementation note [CHECKOUT CONSENT REQUIRED]: The Stripe checkout flow must include a checkbox or equivalent affirmative step where the subscriber expressly consents to the service commencing immediately and acknowledges that this waives the right of withdrawal. Without this captured at checkout, the EU withdrawal waiver in this policy is unenforceable and EU consumers may demand full refunds within 14 days regardless of the above terms.

If you did not see or complete that consent step at checkout, contact us at contact us and we will honour your withdrawal right.

UK Consumer Rights (Right to Cancel)

Consumers in the United Kingdom have a 14-day right to cancel digital service contracts under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The same waiver principle applies as for EU consumers above: the right to cancel lapses when performance begins with your prior express consent. The same checkout consent step is required to make this waiver effective for UK consumers.

Australian Consumer Rights

Consumers in Australia have non-excludable rights under the Australian Consumer Law (ACL), including a guarantee that services are of acceptable quality and fit for the described purpose. Nothing in this Refund Policy excludes, restricts, or modifies any right or remedy that you have under the ACL that cannot be excluded, restricted, or modified by agreement. If the Platform is not of acceptable quality or does not match its description, you may be entitled to a remedy under the ACL regardless of our general no-refund policy.

Canadian Consumer Rights

Consumers in Canada may have rights under applicable provincial consumer protection legislation (including the Ontario Consumer Protection Act and equivalent provincial laws) that cannot be waived by contract. Nothing in this policy is intended to limit those rights. If you believe you are entitled to a remedy under applicable Canadian consumer protection law, contact us at contact us

How to Request a Refund

Contact us at contact us with:
- Your account email address
- The date of purchase
- The subscription plan purchased
- A brief description of the reason for the refund request

We will respond within 5 business days. Approved refunds are processed via Stripe and typically appear on your statement within 5–10 business days.

Changes

We may update this Refund Policy from time to time. We will notify you of material changes via email or in-app notice at least 14 days before they take effect.