Refund Policy

The refund window

You can request a refund within 7 days of your first payment on a new subscription. Requests made after that window are considered case by case, for example where an extended outage affected your term.

What qualifies for a refund

A refund is issued where the service is not delivering what was sold and we cannot resolve it with you.

• Credentials were never delivered or never activated.
• Playback fails consistently on a supported device after we have completed troubleshooting together.
• A prolonged outage prevented normal use for a significant part of your term.
• You were charged twice, or charged after cancelling a renewal before its due date.

What does not qualify

Some situations are outside our control, and we say so up front rather than after you have paid.

• Your internet connection is below the published minimum for the quality you expect.
• Your device is not on the supported list, which is stated on each device page before purchase.
• You changed your mind after using the service for most of the term.
• Access was suspended because of a breach of the acceptable use rules in our Terms of Service.

The checks we run first

Before a refund is approved we ask you to complete a short set of checks with us: a speed test on the device in question, a test of the same credentials on a second device or network, and confirmation of the player app and version. These usually take a few minutes and often identify a fixable cause such as a router setting or a slow Wi-Fi band.

How to request a refund

Email support@vexastream.com from the address used at checkout with your order reference and a short description of the problem. We acknowledge every request and tell you the outcome, with reasons, once the checks are complete.

How refunds are paid

Approved refunds are returned to the original payment method. We submit the refund promptly; how quickly it appears on your statement depends on your bank or card issuer, and is commonly a few business days.

Access to the service ends when a refund is issued.

Chargebacks

Please contact us before opening a chargeback. A chargeback closes the account automatically and takes longer to resolve than a direct refund request, and we are happy to handle legitimate claims ourselves.