Refund Policy
Our Commitment to You
At Kristal Streams, we stand behind our service quality. We offer a fair and transparent refund policy to ensure your satisfaction with our streaming services.
Free Trial Period
36-Hour Free Trial: All new customers receive a 36-hour free trial to test our service quality and compatibility with their devices.
- No credit card required for trial activation
- Full access to all Premium plan features
- Cancel anytime during trial period with no charges
- Automatic conversion to paid plan after trial expires
Refund Eligibility
Eligible for Full Refund:
- Service Outages: Extended service interruptions lasting more than 24 hours
- Technical Issues: Persistent streaming problems that cannot be resolved by our support team
- Billing Errors: Incorrect charges or duplicate payments
- Service Cancellation: Requests made within 7 days of initial subscription
Partial Refund Eligibility:
- Mid-cycle Cancellation: Prorated refund for unused portion of subscription period
- Downgrade Requests: Credit applied to account for plan differences
- Service Disruptions: Credits for documented service interruptions
Non-Refundable Situations
Refunds will not be provided in the following circumstances:
- Internet Connectivity Issues: Problems related to customer's internet service provider
- Device Compatibility: Issues with unsupported or outdated devices
- User Error: Incorrect setup or configuration by the customer
- Content Preferences: Dissatisfaction with available channel lineup
- Geographic Restrictions: Content limitations based on location
- Violation of Terms: Account suspension due to terms of service violations
- Completed Service Period: Requests made after subscription period has ended
Refund Process
How to Request a Refund:
- Contact our support team via email or support ticket
- Provide your account information and reason for refund request
- Allow our team to attempt to resolve any technical issues
- If resolution is not possible, refund will be processed
Processing Timeline:
- Review Period: 1-3 business days for request evaluation
- Approval Notification: Email confirmation of refund approval
- Processing Time: 5-10 business days for refund to appear
- Payment Method: Refunds issued to original payment method
Special Circumstances
Annual Subscriptions
Annual subscribers may receive prorated refunds for the unused portion of their subscription if cancellation occurs within the first 30 days of service.
Gift Subscriptions
Gift subscriptions follow the same refund policy. Refunds will be issued to the original purchaser unless otherwise specified.
Promotional Offers
Subscriptions purchased with promotional discounts are eligible for refunds based on the actual amount paid, not the regular subscription price.
Contact Information
For refund requests or questions about our refund policy, please contact our support team:
- Email: support@kristalstreams.com
- Phone: 1-800-KRISTAL (1-800-574-7825)
- Support Hours: 24/7 Customer Support
- Response Time: Within 24 hours
Policy Updates
Kristal Streams reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after policy changes constitutes acceptance of the updated terms.
Last Updated: 6/1/2026