Refund Policy

Subscriber satisfaction is central to how we operate. Our refund policy exists to give you complete financial confidence when subscribing for the first time. We strongly encourage all new users to take advantage of our free trial — no credit card required — before purchasing any plan. The trial grants full access to every channel, film, and sports broadcast on your own hardware and connection. This Refund Policy applies to all individual subscription plans purchased directly through us. It does not apply to reseller credit packs, which are covered separately further in this document.

Every new subscription includes a 24-hour money-back guarantee. If you are dissatisfied for any reason during this window, you are entitled to a full refund of your subscription fee. The 24-hour period begins at the moment of payment — not when you first log in or activate the service. Covered under this guarantee: all new subscription plans (1-month, 3-month, 6-month, and 12-month), purchases made within the past 24 hours, and first-time subscriptions on a given account email address.

To qualify for a refund under the 24-Hour Money-Back Guarantee, all of the following must apply: your request is submitted within 24 hours of the original purchase date and time; this is your first subscription on the account email address (renewals and re-subscriptions are not covered); you contact us directly via WhatsApp or email — refunds are not processed automatically; and your account has not been suspended for violations of our Terms of Service including credential sharing, unauthorised reselling, or fraudulent activity.

Refunds will not be issued in the following circumstances: after the 24-hour window has passed; for renewal subscriptions, re-subscriptions, or any account that previously held an active plan; for accounts suspended due to Terms of Service violations; where service quality problems are caused by your own internet connection, router, incompatible device, or outdated hardware — our free trial exists specifically so you can test compatibility; for change-of-mind requests where you have already used and validated the service via a free trial; for partial or pro-rated refunds of unused subscription time outside the 24-hour period; and for reseller credit packs, which are governed by separate reseller terms.

Requesting a refund is straightforward. Step 1 — contact our support team via email at support@elitestream.net or via WhatsApp. Step 2 — provide the email address used when subscribing, your account username, and the purchase date. Step 3 — briefly describe your reason for requesting a refund (optional but appreciated as it helps us improve). Step 4 — await confirmation. We review all requests within 1–2 business days and respond with an outcome. Please do not file a chargeback with your bank before contacting us. We resolve the vast majority of issues directly and far faster than through a bank dispute. Chargebacks can result in permanent account suspension.

Once a refund is approved, processing times vary by payment method. Your access will be deactivated when the refund is confirmed. Credit and debit cards typically take 5–10 business days to appear on your statement depending on your issuing bank. PayPal refunds return to your PayPal balance within 1–3 business days. M-Pesa and mobile money refunds typically process within 1–5 business days depending on your provider.

We ask that you always contact Elite Stream– Live TV, Sports & Movies Anywhere support before filing a chargeback or payment dispute with your bank or payment provider. Our team is available 24/7 and resolves most issues the same day. Initiating a chargeback without first contacting us results in automatic suspension of your account and may affect your eligibility for future refunds. We reserve the right to contest chargebacks where services were delivered as described and our Refund Policy was clearly communicated at the point of purchase.

Reseller credit packs are governed by the Reseller Agreement and are not covered by the standard 24-Hour Money-Back Guarantee. Reseller credits are non-refundable once the reseller panel has been activated, as credits are immediately available for use. In exceptional circumstances — such as a failure to activate your panel within the agreed timeframe — please contact us and we will resolve the issue promptly.

For all refund requests and billing enquiries, please reach us at: Email — support@elitestream.net · WhatsApp (available 24/7) · Average response time: under 5 minutes. We are committed to resolving every billing concern quickly, fairly, and professionally.