Refund Policy
Please read this refund policy before purchasing an Urstream digital IPTV subscription service. It explains when a refund may be reviewed, what is not refundable, and how to contact us if something does not work as expected.
Last updated: June 28, 2026
1. Digital service notice
Our service is delivered digitally, which means access can begin quickly after purchase. Because digital access may be used immediately, customers should review plan details, device requirements, internet requirements, and setup guidance before paying.
We encourage every customer to test compatibility where a trial or setup check is available, and to contact support before purchase if they are unsure whether their device, app, internet connection, or preferred setup will work.
2. Free trial policy
Where Urstream offers a free trial, it is intended to help customers confirm device compatibility, app setup, internet performance, and general service suitability before buying a paid plan.
A free trial may be limited by availability, location, abuse controls, household, device, or previous trial history. We may decline repeated or suspicious trial requests.
3. Refund eligibility
Refunds may be considered only for genuine technical issues that our support team cannot reasonably resolve. Examples may include access details that do not activate after support review, a confirmed service-side delivery problem, or a material issue that prevents use despite reasonable troubleshooting.
To be eligible for review, the request must be sent within 48 hours after purchase, the customer must cooperate with support troubleshooting, and the reported issue must not be caused by device incompatibility, internet limitations, third-party app behavior, VPN configuration, or incorrect setup outside our control.
4. Non-refundable situations
Refunds are not issued for change of mind, failure to read plan information, failure to test compatibility, failure to cancel or renew manually, or choosing the wrong product after access has been provided.
- Device incompatibility, unsupported devices, or outdated device software
- Slow, unstable, restricted, or blocked internet connections
- Third-party IPTV player app issues, app store issues, or app activation problems not caused by Urstream
- VPN, DNS, router, ISP, firewall, or regional network issues
- Requests made more than 48 hours after purchase
- Accounts terminated for abuse, fraud, chargeback misuse, resale, sharing, or violation of our terms
5. How to request a refund
To request a refund review, contact us within 48 hours after purchase and explain the issue clearly. Please include the name used for the order, purchase date, selected plan, device type, app used, screenshots if helpful, and a short description of the troubleshooting already attempted.
6. Refund review process
After receiving a refund request, our team will review the order details, check whether support can resolve the issue, and may ask for additional information such as screenshots, app names, device details, or error messages.
If a refund is approved, it will be returned to the original payment method where technically possible. Processing times depend on the payment provider, bank, card issuer, and any anti-fraud checks outside our control.
7. Partial refunds or service credit
In some situations, Urstream may offer a partial refund, extension, replacement access, or service credit at our discretion. This may apply where a confirmed technical issue affected only part of the paid period and has since been resolved.
Partial refunds and credits are assessed case by case and are not guaranteed.
8. Chargebacks
Please contact our support team before opening a chargeback so we can review and try to resolve the issue. Chargebacks filed without contacting support may delay investigation and can result in account suspension while the dispute is reviewed.
Fraudulent, abusive, or duplicate chargebacks may lead to refusal of future service.
9. Subscription cancellation and renewal terms
Urstream plans are sold for the selected access period. Unless a plan or checkout page clearly states otherwise, purchases are not automatic recurring subscriptions. Access continues until the purchased period ends.
If a manual renewal is available, the customer is responsible for deciding whether to purchase again. Refunds are not issued for failure to cancel, failure to renew, or misunderstanding the selected plan duration after access has been delivered.
10. Changes to this policy
We may update this Refund Policy as our service, support process, payment methods, legal obligations, or website information changes. The updated version will be posted on this page with a revised last updated date.
Continued use of the website or service after a policy update means you accept the updated policy.
11. Contact section
If you have questions about this policy or need help with a technical issue before requesting a refund review, contact Urstream support.