Last updated: 14 October 2026
We want you to be happy with StreamHub. Because you only pay for data actually sent, most customers never need a refund. When something does go wrong, here's how we handle it.
1. Unused credit
- Within 7 days of buying credit, you can ask for a full refund of that purchase, as long as it hasn't been used.
- If some of it has been used, we refund the unused part.
- After 7 days, credit stays in your account and never expires while your account is open. If you close your account, we'll refund any remaining credit you bought (not free or promotional credit).
2. Plans
- Within 7 days of buying a plan, you can ask for a full refund if none of the plan's included data has been used.
- Once you've streamed using the plan's data, the plan isn't refundable. You can still use it until it ends.
3. If we let you down
If a fault on our side, such as our server or network going down, stops or breaks your stream, tell us the date and time. We'll credit back the data charged during the problem, and we may add goodwill credit for an affected event.
We can't refund problems outside our control, such as your own internet or mobile connection, power cuts at your venue, wrong destination keys, or a platform like YouTube or Facebook rejecting or ending your stream.
4. How to ask for a refund
- Email from your account email address.
- Include the payment date and amount, or the reference shown in your Billing history.
- We'll reply within 3 business days. Approved refunds go back to the original payment method (PayFast, Ozow or PayPal), usually within 7–14 business days, depending on your bank.
Refunds are made in the currency you paid in. For payments in US dollars, your bank's exchange rate may mean the rand amount you get back is slightly different.
5. Chargebacks
Please contact us before disputing a payment with your bank. We'll sort it out quickly. While a chargeback is open, we may pause the account involved.
6. Your legal rights
This policy doesn't limit any rights you have under South African consumer law, including the Consumer Protection Act and the Electronic Communications and Transactions Act.