Refund Policy — StreamZen

Last updated: January 1, 2026

At StreamZen, we want you to be completely satisfied with your IPTV subscription. This Refund Policy explains the circumstances under which refunds are available, the process for requesting one, and the applicable exceptions.

1. General policy — no refunds after activation

All subscription purchases are final once an account has been activated.

Because our Service provides immediate access to digital streaming content upon payment, we are unable to offer refunds after your account credentials have been delivered and activated. This policy is consistent with standard practice for digital subscription services and complies with applicable consumer protection laws in Canada.

We strongly encourage you to start with our low-cost introductory 1-month plan at CA$10.99 before committing to a longer subscription (see Section 5 below).

2. Eligible exceptions

Refunds or credits will be considered in the following verified circumstances only:

2.1 Extended service outage

If StreamZen experiences a verified service outage affecting your account for more than 72 consecutive hours, you may be eligible for a pro-rata credit applied to your next billing period. This credit reflects the proportion of your subscription period during which the Service was unavailable.

• The outage must be confirmed on our end and attributable to StreamZen's infrastructure.
• Outages caused by your internet service provider, device issues, or third-party apps (including IBO Player) are not eligible.
• Credit requests must be submitted within 14 days of the outage being resolved.

2.2 Duplicate charge

If you were charged more than once for the same subscription plan due to a technical error, you are entitled to a full refund of the duplicate charge(s).

• Proof of duplicate charges (for example, bank or payment processor statements) may be required.
• Refunds for duplicate charges are processed within 5 to 10 business days.

3. Non-eligible situations

Refunds are not available in the following circumstances:

• You changed your mind after purchasing.
• You purchased the wrong plan.
• You experienced issues with your own internet connection, router or device.
• You had compatibility issues with hardware or software not supported by StreamZen.
• Your account was suspended or terminated due to a violation of our terms of service.
• You forgot about your subscription or did not use the Service during your subscription period.
• Content libraries or channel availability changed during your subscription.

4. How to request a refund

To submit a refund request for an eligible exception:

1. Email us at [email protected] with the subject line: Refund Request — [Your Account Email]
2. Include the following in your message: full name on the account; email address used to register; date of purchase; a description of the issue (outage details or duplicate charge evidence); and the payment reference number if available.
3. Requests must be submitted within 7 days of the qualifying event.
4. Our team will review your request and respond within 3 business days.

5. Introductory plan

StreamZen offers a discounted introductory 1-month plan at CA$10.99 so you can evaluate the Service at minimal cost before committing to a longer subscription. We encourage all new users to start with this plan. All StreamZen plans are paid subscriptions; CA$10.99 is simply our lowest entry price.

To order the introductory plan, use our checkout page or contact us at [email protected]. Full plan details are on the pricing page.

6. Refund processing

Approved refunds are processed as follows:

• Refunds are returned to the original payment method used at the time of purchase.
• Processing time: 5 to 10 business days after approval, depending on your bank or payment provider.
• StreamZen is not responsible for delays caused by financial institutions.

7. Chargebacks

We ask that you contact us at [email protected] before initiating a chargeback with your bank or payment provider. Unauthorised chargebacks may result in immediate account suspension and may be disputed.

If a chargeback is found to be fraudulent or in violation of these terms, StreamZen reserves the right to pursue recovery through appropriate legal channels.

8. Changes to this policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted at https://streamzen.ca/refund.html with an updated "Last updated" date. Continued use of the Service after changes constitutes acceptance of the revised policy.

9. Contact

For refund enquiries or questions about this policy, write to our support team. We aim to respond to all enquiries within 24 hours.