Refund Policy
This policy applies to purchases of MY STREAMS PLAYER lifetime device licences and reseller licence packs from Moss Hills Ltd.
Seven-day trial for individual device licences
Eligible devices receive a seven-day trial so the customer can test compatibility and core operation before buying an individual device licence.
Individual device licence refunds
Because the individual device licence is digital content activated immediately at the customer's request, change-of-mind refunds are not normally offered after activation. At Checkout, the customer is asked to consent to immediate supply and acknowledge that the normal cancellation right may be lost once activation begins.
Business reseller licence packs
Reseller packs are sold as complete business-to-business licence packs.
A refund is available only for the complete pack and only while every activation code supplied in that pack remains unused. Partial-pack and partial-value refunds are not offered.
Once any activation code from the pack has been activated or redeemed, the complete pack becomes non-refundable. This rule applies to all remaining unused codes within that same pack.
Approved full-pack refunds revoke every unused activation code associated with the refunded purchase. Resellers should contact support before raising a payment dispute so the pack status can be reviewed correctly.
Statutory rights and exceptions
This policy does not affect statutory rights or remedies that cannot lawfully be excluded. Contact us where a licence or licence pack is faulty, misdescribed, cannot be supplied as promised, was charged more than once, or where a payment was unauthorised. We may first offer troubleshooting, correction, replacement or another appropriate remedy.
How to request help or a refund
Email support@mystreamsplayer.com.
For an individual device licence, include:
- the email address used for payment;
- the app Device ID;
- the approximate purchase date;
- a description of the issue and troubleshooting already attempted.
For a reseller pack, include:
- the reseller account email address;
- the reseller purchase reference;
- the pack size and approximate purchase date;
- confirmation that no activation code from the pack has been used.
Effect of an individual licence refund
A completed individual licence refund deactivates paid access on that device. The device's original trial is not restarted. The customer may purchase a new licence for the same device later unless the device or account is suspended for fraud, chargeback, dispute or abuse review.
Effect of a reseller-pack refund
A completed full-pack refund marks the reseller purchase as refunded and revokes every unused activation code in that pack. Refunded codes cannot later be used to activate a device.
Payment disputes
A payment dispute or chargeback may temporarily suspend the related licence, reseller pack, unused codes and any associated device access while the payment is reviewed. Where payment is restored after a dispute is resolved in our favour, access may be reviewed for reinstatement.
Refund timing
Approved refunds are submitted through Stripe to the original payment method. The time taken to appear is controlled by the customer's bank or card provider.
Contact
Moss Hills Ltd trading as MY STREAMS PLAYER
66 Paul Street, London, EC2A 4NA
Company No. 14936671
support@mystreamsplayer.com