Refund

1. Policy Overview & Duration

Nord Streams stands behind the quality of our service. Our refund policy is designed to protect both our customers. This policy is valid for 7 (seven) calendar days from the date of your initial subscription purchase. After 7 days have passed, we cannot under any circumstances offer a refund or credit, partial or full.

 

 

2. Eligibility Criteria for Refunds

Refunds are not granted for general dissatisfaction and are strictly limited to cases of verifiable technical failure on our part. To be eligible for a refund, you must meet all of the following conditions:

• Active Refund Window: Your request must be submitted within 7 days of your original purchase.

• Proof of Purchase: You must provide valid proof of purchase (transaction ID, order number, or the email used for purchase).

• Technical Grounds: You must demonstrate a significant, service-level issue that renders the core functionality of the IPTV service unusable. This refers to problems that are widespread and persistent, not isolated or minor inconveniences.

• Cooperation with Support: You must have first contacted our support team at [email protected] and allowed us a reasonable opportunity to diagnose and resolve the issue. You must have cooperated with our support agents by providing necessary information and following basic troubleshooting steps.
  
  

3. Explicitly Non-Refundable Situations
By purchasing our service, you acknowledge and agree that no refund will be granted for any of the following reasons:

• Change of Mind: You simply changed your mind, found a better service, or no longer have the time to use it.

• Lack of Technical Expertise: Inability to install, configure, or use the service on your preferred device(s) (e.g., Smart TV, Fire Stick, Android Box, smartphone, etc.).

• ISP or Local Network Issues: Problems originating from your Internet Service Provider (ISP), including but not limited to: slow internet speed, bandwidth throttling, network congestion, DNS issues, or ISP-level blocking of IPTV services.

• Device Incompatibility or Failure: The service does not work on a specific device that we do not officially support, or due to a fault with your own hardware.

• Content-Related Issues: Dissatisfaction with the specific channels offered, video-on-demand (VOD) library, video quality (SD/HD/FHD) of a particular stream, or temporary buffering during peak live events.

• Minor Service Fluctuations: Temporary buffering, occasional channel downtime, or brief pixelation that does not constitute a complete service failure.

• Expired Refund Period: Any request made after the 7-day refund window has closed.

• Promotional or Sale Items: Any subscription purchased during a sale, special promotion, or using a coupon code is considered final and non-refundable.
  
  

4. The Refund Request Process

To ensure a fair and efficient process, please follow these steps:

1. Contact Support First: Do not initiate a chargeback with your payment provider. First, email our support team at [email protected] with a detailed description of the issue. Please include your username/email and any relevant error messages or screenshots.

2. Diagnosis & Troubleshooting: Our support team will respond and work with you to identify the root cause of the problem. This may involve providing server status, asking you to run speed tests, or guiding you through specific app settings.

3. Refund Request Submission: If, after support intervention, the core issue is confirmed to be a fault on our service infrastructure that we cannot resolve, you may then formally request a refund. This request must still be within the 7-day window.

4. Inspection and Decision: Our team will review the entire support ticket history to verify eligibility. We will notify you of the approval or rejection of your refund via email.

5. Processing Approved Refunds: If your refund is approved, it will be processed within 3-5 business days. The credit will be applied to your original method of payment. Please allow additional time for your bank or credit card company to post the refund to your account (typically 5-10 business days total).
   
   

5. Prohibited Actions: Chargebacks

IMPORTANT: Initiating a chargeback or dispute with your bank, credit card company, or PayPal without first contacting our support team to resolve the issue is a direct violation of our Terms of Service. If you file a chargeback without following the official refund process, your account will be immediately and permanently suspended. Furthermore, we reserve the right to dispute the chargeback by providing our refund policy and records of any support communication.

 

6. Late or Missing Refunds
If you have been approved for a refund and it has been more than 10 business days since the approval email, please take the following steps:

1. Check your bank account and credit card statement again.

2. Contact your credit card company or payment processor (e.g., PayPal), as it may take some time for the refund to be officially posted.

3. If after these steps you still cannot locate the refund, please contact us again at [email protected] with your approval notice.
   
   

7. Contact Information
For all refund-related questions and to request technical support, please contact us. This is the only channel for refund requests.

Email: [email protected]

We are committed to providing a reliable service and a fair process for our customers.