Refund Policy

1. Subscription Plan Refunds

If our technical team cannot establish a stable stream connection on your supported device within 7 days of initial subscription activation, you are eligible for a 100% refund of the subscription plan amount paid (e.g., £15, £80, or £150 / $20, $110, or $200).

2. One-Time Activation Fees

One-time activation fees (£35 / £20 or $40 / $20) cover server routing, account creation, and technical provisioning. Activation fees are strictly non-refundable once your account has been successfully configured and login credentials / portal access have been issued.

(Note: Customers on our 12-Month plan enjoy £0 / $0 activation fees, meaning 100% of the purchase price represents the plan fee).

3. Non-Refundable Circumstances

Refunds will not be granted under the following circumstances:

• Change of mind: We offer a 24-hour free trial prior to purchase. Once an active plan is activated, change-of-mind refunds are not supported.
• Customer internet limitations: Issues caused by the customer's own local internet service provider (ISP), home Wi-Fi signal weakness, or speeds below our published minimum requirements (10 Mbps HD / 25 Mbps 4K).
• Third-party application licence fees: Costs paid directly to independent developers for apps such as Smart STB or ISTB are strictly between the customer and that developer. SQB Stream does not collect or refund third-party app fees.
• Incompatible unsupported hardware: Attempting to use the service on hardware not listed in our Supported Devices section without consulting support first.
• Violation of Terms: Accounts suspended for restreaming, account sharing outside the household, or abusive behavior toward support staff.

4. Multi-Month Subscriptions (6-Month & 12-Month Plans)

After the initial 7-day guarantee window has elapsed, refunds for multi-month plans are considered solely in exceptional circumstances where severe server-side failure prevents service continuity and our team cannot restore service. In such verified cases, any approved refund is calculated on a pro-rata basis for unused remaining calendar months.

5. How to Request a Refund

To submit a refund request, follow these steps:

1. Email our support team at support@sqbstream.com with the subject line "Refund Request - [Your Order Reference]".
2. Include your full name, email address used during purchase, WhatsApp number, and the specific device MAC address.
3. Describe the technical issue encountered and attach any troubleshooting screenshots or communications with our support team.

6. Processing Times & Method

Once a refund is approved by our billing team:

• Refunds are returned strictly to the original payment method used during checkout (PayPal account or original debit/credit card via Stripe).
• PayPal refunds typically process within 24 to 48 hours.
• Stripe credit/debit card refunds typically appear on your bank statement within 5 to 10 business days depending on your financial institution.

7. Statutory Consumer Rights

Nothing in this policy limits or excludes your statutory legal rights under the UK Consumer Rights Act 2015, consumer protection regulations, or applicable US state consumer laws.