StreamNeeds is a monthly subscription Service. This policy explains when refunds and cancellations are available and how to request one.
1. Cancelling your subscription
You can cancel at any time from your account settings. Your plan stays active until the end of the period you have already paid for; we do not pro-rate partial months. After the end of that period you automatically move to the free Starter tier — your data is preserved, but plan-gated features become unavailable.
2. Refunds for paid subscriptions
Outside the statutory rights described below, monthly subscription fees are non-refundable once the billing period has begun. We may, at our discretion, refund a charge where the Service was materially unavailable for an extended period during that month or where a charge resulted from an obvious billing error.
If you are a UK or EU consumer you have a 14-day right to cancel a new subscription for any reason, except that this right is waived as soon as you actively use a paid feature (which most users do immediately on subscribing). Email support@streamneeds.com within 14 days of your first paid charge if you wish to exercise this right and have not used paid features.
3. Viewer points, store and raffles
Viewer points and the in-app store and raffle systems are an engagement mechanic operated by you (the streamer) on your channel. StreamNeeds is not a party to transactions between a streamer and their viewers. Refund requests from viewers for in-channel purchases must be directed to the streamer whose channel the purchase was made on.
Streamers can issue refunds to viewers from the admin tools in the StreamNeeds dashboard. We do not hold any value on behalf of viewers and do not process viewer-side chargebacks.
4. Chargebacks
Initiating a chargeback without first contacting us is a violation of our Terms and will result in your account being suspended pending resolution. Please email support first — we are usually able to resolve billing disputes within one business day.
5. How to request a refund
Email support@streamneeds.com with the email address on your StreamNeeds account, the date and amount of the charge, and a short description of why you are requesting a refund. We aim to respond within two business days.