Refund Policy

01Scope

This policy applies to all purchases of subscriptions to SveaStream's IPTV service via sveastream.com. It covers both the statutory right of withdrawal and our internal policy for refunds in specific situations.

SveaStream is a digital IPTV service provider with address 6 Bedford St, London WC2E 9HZ, United Kingdom. These rules apply regardless of how you paid (PayPal, credit card, bank transfer or cryptocurrency).

02Right of withdrawal under EU Directive 2011/83/EU

As a consumer residing in the EU/EEA, under the Consumer Rights Directive you have a statutory 14-day right of withdrawal for distance contracts for digital services, counted from the day the agreement is concluded.

• You may exercise your right of withdrawal by sending a clear notice to support@sveastream.com within 14 days.
• The refund will be issued within 14 days of receiving your notice, via the original payment method.
• However, the right of withdrawal is LOST when the service is supplied immediately at your request (Article 16(m)) — this happens when we activate your subscription and you start streaming content.
• By requesting activation of the service during the withdrawal period, you expressly acknowledge that you lose the right of withdrawal.

This is a deliberate rule in EU legislation for digital services and applies to all IPTV, video and streaming services in the single market.

03Order confirmation and activation

Once your payment is confirmed, we send your login credentials within 2 minutes. Activation is considered completed upon the first successful login.

From this moment, the service is delivered in accordance with Article 16(m) of the Consumer Rights Directive, and the right of withdrawal lapses. The IPTV account code is personal and cannot be reused by anyone else after activation.

04Undelivered orders

If we are unable to deliver your order for any reason, you are entitled to a full refund under both consumer legislation and our policy.

• We handle such refunds with priority, usually within 48 hours.
• The refund is issued to the original payment method.
• Contact support@sveastream.com or WhatsApp +447933286686 as soon as possible.

05Incorrect product or failed activation

If you have received the wrong product or your account cannot be activated for technical reasons, we offer two options:

• Full refund of the amount paid.
• Free exchange to the correct product or a new activation.

Please contact us within 48 hours of purchase via support@sveastream.com or WhatsApp so we can resolve the matter promptly.

06Technical issues and troubleshooting

If you experience technical issues with the service, please contact us with a detailed description and ideally screenshots. Our support team is available around the clock.

• Most technical issues can be resolved within minutes via WhatsApp support.
• We also troubleshoot issues caused by your device or internet connection at no extra cost.
• In the rare event we cannot resolve the issue, your order may qualify for a refund or compensation in the form of an extension.

Please note that interruptions caused by your internet provider, hardware, network connection or force majeure do not qualify for a refund.

07Free trial

SveaStream offers a complimentary 24-hour trial period on request, with no credit card or payment information required. The trial is NOT a paid service and is therefore not subject to refund.

• We strongly encourage all new users to test the trial before making a purchase.
• The trial provides full access to all channels and VOD content.
• The trial does not auto-renew or convert into a paid subscription.

08Refund processing and timeline

Once a refund is approved, it is processed as follows:

• Refunds are issued via the original payment method within 5–10 business days (the statutory limit is 14 days).
• Payments made in cryptocurrency are refunded at the equivalent EUR value at the time of the original transaction.
• Bank transfers may take up to 5 additional business days depending on your bank.
• You will receive a confirmation email when the refund has been initiated.

We do not charge any administrative fees or processing costs for refunds.

09Chargebacks and disputes

If you are dissatisfied, please contact us directly before initiating a chargeback via your bank or PayPal.

• We resolve almost all cases directly within minutes via WhatsApp or email.
• Unjustified chargebacks (after the service has been delivered and used) may result in immediate account termination.
• We cooperate fully with payment providers to provide proof of service delivered in the event of disputes.

EU consumers may also refer disputes to the EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

10Subscription cancellation

You may cancel your SveaStream subscription at any time without additional fees or questions.

• Cancellation stops future renewals but does not entitle you to a refund for the ongoing period.
• You retain full access to the service until your current plan expires.
• Subscriptions do not auto-renew — you choose to purchase a new period yourself.

11Cases that do not qualify for a refund

The following situations do NOT qualify for a refund:

• The service has been delivered and the customer has started using it (right of withdrawal has lapsed under Art. 16(m)).
• Interruptions caused by your internet provider, hardware or network connection.
• Force majeure or third-party technical issues (CDN, content provider).
• Violation of the Terms and Conditions (resale, commercial use, bots, etc.).
• Change of opinion about the content offering after activation.
• Purchase of a one-off trial period (already free).

This list does not affect your mandatory rights under national consumer legislation.

12Contact and escalation

We strive to resolve all refund cases within minutes. Contact us via:

• Email: support@sveastream.com
• WhatsApp: +447933286686
• Response time: within minutes, 24 hours a day, 365 days a year.

If you are not satisfied with our handling, you can escalate the case to the EU ODR platform (ec.europa.eu/consumers/odr) or to your national consumer organisation.