Last updated: 1 January 2026
At HoneStream we would rather sell you the right plan than refund the wrong one. This policy explains exactly when a refund or credit is available, how to request it, and which situations fall outside it.
1. General policy — no refunds after activation
All subscription purchases are final once an account has been activated.
Because the Service grants immediate access to the full live and on-demand catalogue the moment your credentials are delivered, we cannot offer refunds after activation. This is standard for digital subscription services and consistent with consumer protection law in the Netherlands and the wider European Union, where the right of withdrawal for digital content lapses once supply has begun with your express consent.
We strongly encourage starting with our introductory 1-month plan at €7.99 before committing to a longer term (see section 5).
2. Eligible exceptions
2.1 Extended service outage
If HoneStream suffers a verified outage affecting your account for more than 72 consecutive hours, you may qualify for a pro-rata credit against your next period, reflecting the proportion of your subscription during which the Service was unavailable.
- The outage must be confirmed on our side and attributable to HoneStream infrastructure.
- Outages caused by your internet provider, your own hardware or the IBO Player application are not eligible.
- Requests must reach us within 14 days of the outage being resolved.
2.2 Duplicate charge
If you were charged more than once for the same plan through a technical error, the duplicate charge is refunded in full.
- Proof of the duplicate charge, such as a bank or payment provider statement, may be requested.
- Duplicate-charge refunds are processed within 5 to 10 business days.
3. Situations that are not eligible
- You changed your mind after purchasing.
- You selected the wrong plan duration at checkout.
- The problem lies with your own internet connection, router or device.
- You experienced compatibility issues with hardware or software we do not support.
- Your account was suspended or terminated for breaching our terms of service.
- You forgot about the subscription or simply did not use it during the paid period.
- Channel availability changed because a broadcaster or rights holder altered their distribution.
4. How to request a refund
- Email [email protected] with the subject line Refund Request — [your account email].
- Include: the full name on the account, the email used to register, the date of purchase, a description of the issue (outage details or evidence of the duplicate charge) and the payment reference if you have it.
- Submit within 7 days of the qualifying event.
- We review and respond within 3 business days.
5. The introductory plan
HoneStream offers a discounted introductory 1-month plan precisely so nobody has to gamble a year's subscription on a service they have never seen. It carries the identical catalogue, the identical quality ceiling and the identical support queue as the twelve-month plan — the only difference is the duration and the price.
Order it from the checkout page, or ask a question first through the contact page. Comparing the durations? The pricing table sets all five out side by side.
6. Refund processing
- Approved refunds return to the original payment method.
- Processing takes 5 to 10 business days after approval, depending on your bank or payment provider.
- HoneStream is not responsible for delays introduced by financial institutions.
7. Chargebacks
Please contact [email protected] before opening a chargeback with your bank or payment provider. Unauthorised chargebacks result in immediate account suspension and will be disputed. Where a chargeback is found to be fraudulent or in breach of these terms, HoneStream reserves the right to pursue recovery through appropriate legal channels.
8. Changes to this policy
We may amend this policy. Changes are published at https://honestream.com/refund.html with an updated date. Continued use of the Service constitutes acceptance of the revised policy.
9. Contact
Email: [email protected]
Website: https://honestream.com
Operations address: HoneStream Media Services, Keizersgracht 241, 1016 EA Amsterdam, the Netherlands
Our support desk is open 24 hours a day and aims to answer every enquiry within 24 hours.