Refund Policy

At StreamVault, we strive to ensure a transparent and fair experience for both our creators and viewers. This Refund Policy outlines the terms and conditions under which refunds may be granted for purchases made on our platform.

1. General Policy

Due to the digital nature of the content and services provided on StreamVault, all purchases are generally final and non-refundable. This includes, but is not limited to:

• Subscriptions: Monthly or annual channel subscriptions.
• Virtual Goods: Bits, tokens, gems, or other virtual currencies.
• Merchandise: Digital merchandise or assets.
• Tips/Donations: Direct monetary support to creators.

However, we understand that exceptional circumstances may occur. We review refund requests on a case-by-case basis and reserve the right to grant or deny refunds at our sole discretion, in accordance with applicable laws.

2. Subscription Refunds

Cancellation: You may cancel your recurring subscription at any time through your account settings. Your subscription will remain active until the end of the current billing period, after which it will not renew. We do not provide prorated refunds for partial billing periods.

Accidental Purchase: If you believe a subscription was purchased in error, please contact our support team within 24 hours of the transaction. We may grant a one-time refund for accidental purchases if the benefits of the subscription (e.g., ad-free viewing, emotes) have not been used.

Changes to Subscription Benefits: Creators may occasionally change their subscription benefits. We do not offer refunds based on changes to the specific perks offered by a creator, as subscriptions are primarily a means of supporting the creator.

3. Virtual Currency and Goods

Purchases of virtual currency (e.g., Bits, Tokens) differ from subscriptions. These are consumable items.

• Unused Currency: We generally do not refund purchases of virtual currency. However, if you have not used any of the purchased currency and request a refund within 48 hours of the transaction, we may consider a refund.
• Used Currency: Once virtual currency has been used to cheer, tip, or purchase virtual items, it cannot be refunded. This is because the value has often already been transferred to the creator.

4. Merchandise

For physical merchandise purchased through StreamVault extensions or third-party integrations, the refund policy of the specific vendor or creator applies. StreamVault is not responsible for the fulfillment, shipping, or quality of physical merchandise sold by creators unless explicitly stated otherwise. Please contact the seller directly for assistance with merchandise orders.

5. Fraud and Unauthorized Charges

If you notice a charge on your card or bank statement for StreamVault that you did not authorize, please contact your bank or payment provider immediately to report the unauthorized transaction. You should also contact StreamVault Support so we can secure your account and investigate the issue.

If we determine that a purchase was made fraudulently, we will issue a full refund to the original payment method and may take action against the account used to make the fraudulent purchase, including suspension or termination.

6. Creator Bans and Suspensions

If a creator you subscribe to is banned or suspended from StreamVault:

• Your recurring subscription will typically be canceled automatically to prevent future charges.
• We do not offer automatic refunds for the remainder of the billing period in these cases, but you may contact support to request a review of your specific situation.

If your own account is suspended or terminated for violating our Terms of Service, you forfeit any remaining subscription time, virtual currency balance, and are not eligible for a refund.

7. Technical Issues

If you experience a technical issue that prevents you from accessing or using a purchased item or service, please contact our support team. If we verify that the issue was caused by a platform error on our end and cannot be resolved within a reasonable timeframe, we may issue a refund or credit to your account.

8. How to Request a Refund

To request a refund, please submit a ticket through our Help Center within the eligible timeframe specified above. Please include the following information:

• Your StreamVault username.
• The transaction ID (found in your email receipt).
• The date and amount of the purchase.
• The reason for your refund request.

Our support team will review your request and aim to respond within 3-5 business days.

9. Chargebacks

Initiating a chargeback with your bank or payment provider without first contacting StreamVault Support is a violation of our Terms of Service. If you file a chargeback, your account may be suspended or permanently terminated. We strongly encourage you to reach out to us first to resolve any billing disputes.

10. European Union Right of Withdrawal

If you are a resident of the European Union, you generally have a statutory right to withdraw from a contract for digital content within 14 days of purchase without giving any reason. However, by purchasing digital content on StreamVault and effectively starting the download or streaming of such content, or by using virtual items, you acknowledge and agree that you lose your right of withdrawal once the performance has begun.

11. Contact Us

If you have any questions about this Refund Policy, please contact us at support@streamvaultapp.com.